SoftGoods co.

Refund Policy

30-Day Return Policy

We offer a 30-day return window, beginning from the date your item shows as delivered by the shipping carrier. To be eligible, your item must be unworn or unused, in its original condition with all tags attached, and in its original packaging. You'll also need your receipt or proof of purchase.

How to Start a Return

All returns must be pre-approved. Please do not send any items back without authorization — unapproved returns will not be accepted and cannot be refunded.

  1. Email us at help@trysoftgoodsco.com with your order number and reason for return.
  2. If your return is approved, we will send you an invoice for the return shipping cost.
  3. Once the invoice is paid, we will email you a return shipping label.
  4. Pack the item in its original packaging, attach the label, and drop the package off at your local post office. It will ship to our warehouse in New Zealand. The item must arrive within the 30-day window.

Items not returned in their original packaging will be subject to a partial refund of 70% of the product cost.

100-Night Guarantee

Experience peace of mind with our exchange-based 100-night guarantee. If your SoftGoods co. product tears or splits during normal use within the first 100 nights, we'll replace it with a brand-new one — absolutely free. Your comfort is our promise!

Damaged or Incorrect Items

If your item arrives damaged or you received the wrong product, email photographic evidence to help@trysoftgoodsco.com within 30 days of delivery. A replacement will be sent at no cost with expedited shipping.

Customer Remorse Returns

If you purchased the wrong product or simply wish to exchange, the customer is responsible for all return shipping costs. All returns are shipped to our warehouse in New Zealand.

Restocking Fee & Refund Scope

There is no restocking fee. Refunds apply only to the cost of the returned items. Shipping charges, expedited processing fees, and insurance costs are non-refundable.

Refunds

Once your return is delivered to us and inspected, we will notify you by email of the approval or rejection of your refund. If approved, a credit will be applied to your original payment method. Most banks process refunds within 2–4 business days.

Late or Missing Refunds

If your refund hasn't appeared, first check with your bank. Then contact us at help@trysoftgoodsco.com to request your Authorization Number, which you can provide to your bank for tracking.