Refund policy

Last Updated: July 27, 2026

Thank you for shopping at SoftNestHome. We want you to feel confident when purchasing from us. This Return and Refund Policy explains the conditions under which products purchased through softnesthome.sbs may be returned, exchanged, replaced, or refunded.

By placing an order through our website, you acknowledge that you have read and agreed to this policy.

1. Our 30-Day Return Policy

SoftNestHome offers eligible customers a 30-day return and refund period.

You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier.

To qualify for a return, the product must:

Be unused, unwashed, and unworn;
Be in its original condition;
Include all original packaging, labels, tags, accessories, and documentation;
Show no signs of stains, odors, pet hair, damage, misuse, or alteration;
Be accompanied by valid proof of purchase.

Because our products include bedding and fitted sheets, returned items must remain clean and suitable for resale. Products that have been used, slept on, washed, damaged, or contaminated may not qualify for return unless they arrived defective or incorrect.

2. Return Authorization

Before returning any item, please contact us at:

Email: support@softnesthome.sbs
Phone: +1 604 534-3578

Please provide:

Your full name;
Order number;
Email address used for the purchase;
Product name and variant;
Reason for the return;
Clear photographs or videos when the product is damaged, defective, incorrect, or incomplete.

Do not send a return before receiving return instructions from our customer support team. Unauthorized returns may be delayed, refused, or returned to the sender.

3. Free Returns

We provide free return shipping for eligible returns initiated within the 30-day return period.

When a return is approved, we may provide:

A prepaid return label;
A return address;
Alternative return instructions; or
A resolution that does not require the item to be returned.

Return instructions may vary depending on the customer’s country, product condition, fulfillment location, and reason for return.

Customers must use the approved shipping method and follow the instructions provided by our support team. SoftNestHome is not responsible for products returned to an unauthorized address.

4. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order as soon as it arrives.

The product is damaged;
The product is defective;
You received the wrong item, color, or size;
Parts of the order are missing;
The parcel appears materially damaged during transit.

Please include photographs of:

The product;
The shipping label;
The external packaging;
The damaged or incorrect area;
Any product label showing the size or variant.

After reviewing the claim, we may offer a replacement, refund, store credit, or another appropriate resolution.

Do not dispose of the item or its packaging until we confirm that your claim has been completed.

5. Size and Color Considerations

Customers are responsible for reviewing product measurements and mattress compatibility before ordering.

Minor differences may occur because of:

Manual measurement;
Fabric cutting and production;
Lighting conditions;
Device-screen settings;
Dye-lot variations;
Compression or folding during shipping.

Minor variations that do not materially affect product function are not normally considered defects.

However, you may still request an eligible return within the 30-day return period, provided the item meets the return conditions stated above.

6. Non-Returnable Items

The following products may not be accepted for return unless they arrived defective, damaged, or incorrect:

Products returned after the 30-day period;
Washed or used bedding;
Products with stains, odors, hair, lint, or hygiene concerns;
Products damaged through misuse or improper care;
Items altered, repaired, or modified by the customer;
Products missing original packaging or components;
Final-sale items clearly marked as non-returnable before purchase;
Gift cards or downloadable products, where applicable;
Customized or personalized products, unless defective or incorrectly made.

Nothing in this section limits any mandatory consumer rights that cannot legally be excluded.

7. Exchanges

We may offer exchanges for eligible products, subject to stock availability.

The fastest option may be to return the original product and place a new order for the preferred size, color, or design.

If a replacement product has a different price, you may be required to pay the difference or may receive a refund for the difference.

8. Order Cancellations

Orders may only be cancelled before processing or shipment begins.

To request cancellation, contact us immediately at support@softnesthome.sbs.

We cannot guarantee cancellation after an order has entered processing, fulfillment, or transit. If cancellation is no longer possible, you may request a return after delivery under this policy.

Any additional cancellation rights provided by applicable consumer law remain unaffected. British Columbia provides certain statutory rights for qualifying distance-sales contracts, including remedies in specific situations such as non-delivery or missing required contract information.

9. Refund Processing

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow approximately 5–10 business days after approval for the refund to appear, depending on your bank, payment provider, card issuer, and country.

Original shipping charges are not refundable when separately paid, except when:

The product was defective;
We shipped the wrong item;
The order was materially incomplete;
Applicable law requires otherwise.

As SoftNestHome currently offers free standard worldwide shipping, no standard outbound shipping fee is normally deducted from eligible refunds.

10. Late or Missing Refunds

If you have not received an approved refund:

Check your bank account again;
Contact your credit card provider;
Contact your bank or payment provider;
Allow the provider’s standard processing period;
Contact us at support@softnesthome.sbs.

11. Chargebacks and Payment Disputes

Please contact us before opening a chargeback or payment dispute. We will make reasonable efforts to resolve legitimate order concerns directly and promptly.

Submitting a false or fraudulent payment dispute may result in the suspension of future purchases and the submission of relevant order documentation to the payment provider.