- Overview
Softfoldy offers foldable fabric storage boxes to customers in the European market.
This refund and return policy explains the handling of order cancellations, statutory withdrawal rights, returns, refunds, damaged goods, and delivery issues.
Nothing in this policy restricts any mandatory rights enjoyed by consumers under applicable European or German law.
- Payment Methods
Softfoldy accepts the payment methods displayed at checkout, including:
Visa;
Mastercard;
American Express;
Apple Pay;
Google Pay;
Other supported e-wallets.
The payment methods available for a single order will be displayed at checkout.
- Statutory 14-Day Withdrawal Right
For eligible online purchases, consumers generally have a 14-day statutory withdrawal right without providing any reason.
Generally, the withdrawal period begins from the date the consumer or a consumer-designated third party (other than the carrier) actually receives the goods.
To exercise your right of withdrawal, please contact:
Email: info@softfoldy.com
Customers should provide Softfoldy with a clear statement informing them of their decision to withdraw their purchase.
The goods should then be returned in accordance with applicable laws.
- Return Address
Customers wishing to return goods should send them to:
Return Address:
Customers should contact info@softfoldy.com before sending the returned goods to obtain appropriate return instructions.
- Status of Returned Goods
In cases where the statutory right of withdrawal applies, customers may have the goods inspected and processed as necessary to determine their nature, characteristics, and function.
If the processing of the goods exceeds the scope required for inspection, any applicable impairment of value will be determined in accordance with applicable laws and regulations.
This section does not cancel or limit the right of mandatory withdrawal.
- Returns Process
To request a return, please email:
info@softfoldy.com
Please provide the following information:
Order number;
Order name;
Email address used at checkout;
Return request details.
Softfoldy will review your request and provide appropriate return instructions.
- Refunds with Valid Withdrawal
If a valid legal right of withdrawal has been exercised, Softfoldy will process the corresponding refund in accordance with applicable law.
Refunds will generally be processed using the original payment method, unless otherwise agreed or required by law.
Where applicable, refunds will be processed within the statutory time limit.
- Damaged Goods
If goods arrive damaged, customers should contact Softfoldy by email:
info@softfoldy.com
Please provide:
Order number;
Description of damage;
Photos of the goods;
Photos of the packaging (if available).
Photos may be sufficient for Softfoldy to assess the problem without requiring the return of the damaged goods.
Depending on the specific circumstances, Softfoldy may arrange:
Replacement of goods; or
Refund.
If photographic evidence clearly shows the condition of the goods upon arrival, Softfoldy may process a solution without requiring the return of the damaged goods.
- Defective or Non-conforming Goods
If the goods are defective or do not conform to the purchase agreement, the customer should contact:
info@softfoldy.com
Please provide the order number and photos or other information related to the problem.
Softfoldy will review the matter and, at its discretion, arrange replacement, refund, or other applicable remedies based on the specific circumstances and mandatory legal provisions.
Consumers still enjoy statutory remedies applicable to goods that do not conform to the purchase agreement.
- Delivery Time
Standard delivery time is approximately:
5–12 business days
Softfoldy partners with the following logistics companies:
DHL;
FedEx;
UPS Priority Service.
Logistics information will be sent to the email address you provided at checkout.
Logistics information will be updated at relevant stages, including shipment, arrival at the fulfillment center, transit, and local delivery.
- Order Delays
If your order exceeds the standard 5–12 business day delivery time, you can contact:
info@softfoldy.com
Softfoldy will review the delivery status and, if necessary, investigate with the relevant logistics company.
Depending on the logistics company’s investigation results and the specific order circumstances, Softfoldy may arrange:
A full refund; or
Reshipment.
Your legal rights will not be affected.
- Lost Order
If tracking information indicates that an order has not been delivered or cannot be found, customers should contact Softfoldy:
info@softfoldy.com
Softfoldy will review existing order and shipping information and, where appropriate, investigate with the relevant carrier.
The final solution will depend on the specific circumstances of the order and mandatory legal requirements.
- Refund Time
Once the refund request is approved, Softfoldy will initiate a refund using applicable payment methods.
Refund arrival time may depend on applicable payment methods and the customer’s card issuer.
- Return Shipping Costs
For statutory withdrawals, return shipping costs and any applicable return fees will be handled in accordance with the mandatory provisions of the relevant purchase agreement.
If a return is requested due to product damage, defect, or non-compliance with the purchase agreement, Softfoldy will handle the corresponding return arrangements in accordance with applicable laws and regulations.
- Exchanges
If the goods are damaged, defective, or do not conform to the purchase agreement, customers can contact:
info@softfoldy.com
Softfoldy may arrange an exchange at its discretion after reviewing the order and the information provided by the customer.
For damaged goods, we may request photos from the customer to assess the situation without returning the damaged goods.
- Order Cancellation Before Shipment
Customers who wish to cancel their orders before shipment should contact:
info@softfoldy.com
If the order has already entered the shipment process, statutory withdrawal rights and corresponding return procedures may apply.
- Consumer Protection
Softfoldy complies with mandatory consumer protection requirements applicable to qualified purchases in the European market.
This includes statutory withdrawal rights and statutory remedies applicable to goods that do not conform to the purchase agreement.
Nothing in this refund and return policy excludes or limits rights that cannot be excluded or limited by law.
- Contact Information
For refunds, returns, withdrawals, damaged goods, or exchanges, please contact:
Softfoldy
Email: info@softfoldy.com
Website: www.softfoldy.com
Phone:
Return Address:
Country: Germany
Softfoldy is committed to responding to customer inquiries within 24 hours.