Refunds & Returns Policy

Change-of-mind exchanges

We offer exchanges for change of mind, but not change-of-mind refunds. Please contact us at hello@softglow.com.au within 14 days of delivery to request an exchange.

Items must be unused and in their original packaging. The customer pays both return postage and postage for the replacement item.

These conditions apply only to change-of-mind exchanges. They do not restrict your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law

Your rights under the Australian Consumer Law cannot be excluded by this policy. Products must meet consumer guarantees, including acceptable quality, matching their description and fitness for a covered purpose.

For a major failure, you may choose a full refund or replacement, or keep the product and seek compensation for reduced value.

For a minor failure, Soft Glow will provide a free remedy within a reasonable time, which may be a repair. If this is not done, other Australian Consumer Law remedies may apply.

You may be entitled to compensation for reasonably foreseeable loss or damage.

Proof of purchase may be an order confirmation, receipt or other sufficient evidence. Original packaging is not required for Australian Consumer Law claims. Soft Glow may assess goods.

Reasonable return costs are reimbursed if a consumer-guarantee problem is confirmed. For faulty goods that are large, heavy or difficult to remove, Soft Glow will arrange collection or cover return shipping within a reasonable time.

No restocking fee or fixed time limit in this policy restricts Australian Consumer Law remedies.

Contact and return instructions

Please contact hello@softglow.com.au for return instructions.

Returns and exchanges address:
Soft Glow
PO Box 1311
Bowral NSW 2576
Australia