Refund policy
Exchange
Due to the nature of the products we sell, we cannot exchange any product unless the exchange is covered under the Consumers Guarantees Act or Fair Trade Act. For example, you received wrong items by mistakes of Softouch.co.nz
Please read our sizing information as we cannot exchange products that are too big or too small. Please consult us if you are unsure about your required sizes.
Returns
Softouch.co.nz accepts returns under specific circumstances. We will accept returns that are covered under the Consumers Guarantees Act or Fair Trade Act, such as if there is a manufacturing fault.
Due to the nature of the products we sell, we can't accept returns for the mind change of customers.
Softouch.co.nz never on-sell returned items. Any returned items such as toys, lubricant or lingerie are disposed of or sent to the manufacturer for further analysis.
Faulty products
In the event that you received a faculty product, Softouch.co.nz is happy to replace your item. Please contact us with the details of your fault within 7 days. Please include the details below:
- Your order number
- A description of the issue
- And if possible, a photo or video of the fault
We will then determine if we need to send you a return courier bag for the item, before we arrange for a replacement to be sent out to you.
In the event that the same item is not available, we will issue you with a store credit to use towards purchasing a new item on the Softouch.co.nz website.
Under no circumstances are returned products ever on-sold. They are disposed of or returned to the manufacturer for fault analysis and replacement.
Cancellation
If you decide to cancel your order after you have paid, you can do so if the order hasn't already been sent. We are unable to cancel an order which is already in transit with the courier. Please contact us immediately with your order number.
Please be aware that for each order cancelled, a 30% cancellation fee applies to the product(s) purchased. If your order has not yet been shipped at the time of cancellation, the shipping fee will be refunded in full.
If you are unsure on a purchase, please contact us before purchasing so our team can help answer your questions.
Cancellation fee
Each order cancelled incurs a cost to our business. Cancellation fee is applied to recover the cost.
We respectfully ask that orders are placed only when you intend to proceed with the purchase. Softouch.co.nz is available to answer questions to help your selection of our products.
Product warranty
Our warranty policy covers faults and defects that occur due to manufacturing failure, for 31 days from the date of purchase, unless a warranty period is specified by the manufacturer. Damage or faults that occur due to accident, misuse, or wear and tear, are not covered by our warranty policy.
If your product cannot be repaired, we will replace it with one that is of the same, or similar model. If a repair or replacement is not possible, we will provide a refund.