Refund policy

Returns and Exchanges

Because SoftFrame Designs products are made to order, we do not accept returns or exchanges unless the item is damaged or defective upon arrival.

We take great pride in the quality and craftsmanship of our collection. Attention to detail in design, materials, and construction is always our top priority. We encourage you to inspect the item upon receipt. For any concerns or quality issues, we'll work with you to resolve it as per policy.

Please be aware that any fabric sample(s) you receive before placing your order may differ slightly in color from the final product due to differences in dye lots. This is not considered a defect.

 
Return and Exchange Requirements
  • Notify us at hello@softframedesigns.com within 7 days of delivery if your item is damaged or defective
  • Return item with tracking within 14 days of initial delivery in new, unused condition with original packaging
  • Provide receipt or proof of purchase
No returns or exchanges are permitted after 14 days of initial delivery. All sales are final after this period.
Exchanges
We only exchange the same item if defective or damaged. Email hello@softframedesigns.com to request an exchange.
Cancellations
We offer a 48-hour cancellation window after placing your order. After that period, the order goes into production, and the sale is final.

Refunds

  • Once your return is received and approved, we will issue a refund to your original payment method, usually within 5-14 business days.
  • Only partial refunds may be given if item is not returned in original condition (excluding damages covered under our policy).

Late or Missing Refunds
If you have not received your refund after 14 business days, first check your bank account and credit card statement, as there is often processing time. If you still have not received your refund after checking with your bank, please contact us at hello@softframedesigns.com.

Promotions and Discounts
Discounts are only valid on a single use per order at checkout. Cannot be combined with other offers or applied to previous purchases.

Gifts
For items marked as gifts at checkout and shipped to you, we will mail you a gift credit upon return. For unmarked gifts, a refund goes to the original purchaser.

Shipping
Shipping costs are non-refundable. We are not liable for packages once delivery is confirmed by the carrier.

Stolen Packages
We are not liable for packages stolen from your property after delivery confirmation. Contact the shipping carrier regarding stolen packages.