Refund policy

Refund, Return & 14-Day Trial Policy

At SoftStone™, we want you to experience our products with confidence. We offer a 14-Day Satisfaction Guarantee alongside our standard defect coverage.

1. The SoftStone™ 14-Day Satisfaction Trial

You have 14 days from the date of confirmed delivery to test SoftStone™ in your home.

If you are not satisfied with the product’s performance:

  1. Contact our support team via our [Contact Us Page] within 14 days of delivery with your order number and the reason for your dissatisfaction.
  2. Our team will review your request and provide return authorization and instructions for shipping the item to our designated inspection facility.
  3. Return Requirements:
    • Return postage and tracking are the responsibility of the customer.
    • Items must be safely packaged and shipped with a verifiable tracking number.
    • Once inspected at our facility, a full refund for the product price will be credited back to your original payment method.

Fair Use Clause: To prevent fraudulent claims, the 14-day trial applies only to your first single unit per household. SoftStone™ reserves the right to offer alternative courtesy resolutions or store credit on a case-by-case basis to save customers return shipping expenses.

2. Damaged, Defective, or Incorrect Deliveries

If your order arrives damaged, defective, or incorrect, you will receive an immediate free replacement or full refund without needing to return the item.

Please reach out via our [Contact Us Page] with:

  1. Your order number
  2. Clear photos/video of the issue
  3. A clear photo of the shipping label on the package

Once verified, we will arrange a replacement or refund immediately. We guarantee that requests submitted within 7 days of delivery will never be rejected on the basis of time, and also receive immediate, priority processing (since prompt reporting assist us with carrier transit insurance claims). Claims made after 7 days remain fully protected under your standard statutory rights under the Australian Consumer Law.

3. General & Unopened Returns

For unopened items or extra bundle units returned outside the trial:

  • Products must be in original condition, unopened, and in retail packaging.
  • Contact our support team via our [Contact Us Page] for an RMA number prior to shipping. Unauthorized returns cannot be processed.

4. Refund Processing Time

Approved refunds are processed back to your original payment method within 5–10 business days.