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Returns and Exchanges

At SoftFrame Designs, we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied.

SoftFrame Designs accepts returns and exchanges of non-custom items if:

  • Items are returned within 14 days of customer receipt.
  • Items are returned in new condition, unused and unwashed.

  • If you discover an item has a manufacturer’s defect or was damaged during transit, we will accept the item for return or exchange with proof of purchase.
  • Return shipping fees are the customer’s responsibility and are nonrefundable. Items must be returned with tracked shipping and within 14 days or receipt with proof of purchase.
Non Returnable Items:
  • Custom or personalized order items including Ultra SoftFrames ​are made to your individual specifications; therefore, we cannot accept returns, exchanges or cancellations unless they arrive damaged or defective.
Conditions of Return:
  • Eligible items must be returned with tracked shipping and within 14 days or receipt with proof of purchase and it must be returned in the original packaging.
  • Return shipping costs are the buyer’s responsibility and are nonrefundable. The item must be unused and in new condition.
  • If we provide a return shipping label, the cost of return shipping will be deducted from your refund.
  • Proof of purchase and original packaging is required. If the item is not returned in new condition, the buyer is responsible for any loss in value.

Refunds (if applicable):
  • Once an eligible return is received and inspected, we will send a confirmation email to let you know the status of your return.
  • If approved, a refund will be processed and a credit will be applied to the original method of payment. Kindly note that refunds take approximately 2-5 business days to post.

Exchanges (if applicable):

  • We only accept exchange items if they are defective or damaged.

Stolen Packages:

  • Once delivery has been verified from the shipping carrier, we are no longer responsible for the safekeeping of the package(s). All packages are shipped with tracking and verification of delivery is recorded.
  • If you would like to request a signature required upon delivery, please let us know at the time of purchase. Kindly note that if an item is not able to be delivered due to the signature requirement and returned to us, additional shipping charges will be the buyer’s responsibility. Our standard shipping does not require signature unless you request this service at the time of purchase.