Refund policy

International terms added November 4, 2026

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United States  ·  EU, UK, and Australia  ·  EU and UK cancellation instructions

Returns for orders delivered to the United States

Last updated: October 25, 2026

This Return and Refund Policy applies to purchases made at thesoftables.com. We currently deliver to eligible addresses in the United States, including Alaska and Hawaii, as described in our Shipping Policy.

You can request a return of an eligible item within 180 calendar days after delivery. We accept change-of-mind returns and requests concerning damaged, defective, or incorrect items under the conditions below. Returns are made by mail.

Business days are Monday through Friday, excluding U.S. public holidays. Any shorter refund deadline required by law takes priority over the ordinary processing periods below.

Return Eligibility

For a change-of-mind return, the item must be unused, unwashed, and in its original condition, with its original tags attached and all accessories included, where supplied. It must be free from stains, odors, alterations, and damage caused after delivery.

Please include the original product packaging where supplied. You may open the shipping parcel to inspect your purchase, and you may use a suitable replacement outer shipping box or bag for the return.

An order number, order-confirmation email, or another reasonable proof of purchase is required so we can identify your purchase.

These condition requirements apply to ordinary change-of-mind returns. They do not prevent you from reporting a defect or exercising an applicable legal right because the item has been opened, reasonably used before a defect became apparent, or no longer has its packaging.

How to Start a Return

Email hello@thesoftables.com within 180 calendar days after delivery. Include your order number or other proof of purchase, the item you would like to return, and a brief explanation of your request.

We will review your request and provide return instructions and packing guidance. Please contact us before mailing the item, and follow our instructions when using the prepaid return label included in your package.

For an eligible change-of-mind return, send the item within 14 calendar days after we provide your return instructions, unless we agree to an extension. A request sent within the 180-day period will not become late because of a delay in our reply.

Pack the item securely and include your order number inside the parcel. Use the prepaid return label as instructed and keep your proof of mailing until your refund is complete. Share the tracking details with us so we can follow the return.

Return Labels

A prepaid return shipping label is included in your package. Please keep it until you are sure you wish to keep your purchase.

Contact us before using the label so we can confirm the return instructions. If the label is missing, damaged, lost, or no longer valid, email hello@thesoftables.com so we can arrange a replacement prepaid label or another prepaid return method at no cost to you.

The Softables LLC covers return shipping for all eligible returns. We do not deduct return-label or postage costs from your refund.

Return Shipping and Fees

Change of mind. The Softables LLC covers return shipping for eligible change-of-mind returns. Follow our instructions and use the prepaid return label provided. You do not need to purchase return postage.

Damaged, defective, or incorrect items. If a return is needed because an item arrived damaged, is defective, or we sent the wrong item, The Softables LLC covers the necessary return shipping costs. Contact us before sending the item back so we can confirm how to use your prepaid label or arrange another prepaid return method at no cost to you.

No restocking or processing fees. We do not charge a restocking fee or deduct return-label, postage, payment-processing, handling, or cancellation fees from an eligible refund.

Original delivery. Standard delivery within the United States is free. We do not deduct our original outbound shipping costs from the refund for an eligible return.

Damaged, Defective, Incorrect, or Missing Items

Please check your order after delivery and contact hello@thesoftables.com promptly if an item is damaged, defective, missing from the parcel, or different from what you ordered.

Include your order number and describe the problem. Clear photographs of the item and, where relevant, the packaging or shipping label can help us assess it. We do not require an unboxing video. If photographs are not reasonably available, contact us so we can discuss another way to assess the issue.

We will investigate and arrange an appropriate resolution, such as supplying a missing item, providing a replacement at no additional cost, or issuing a refund, taking account of the circumstances and your applicable legal rights. We will explain whether any item needs to be returned.

Stop using an item if it appears unsafe. A request to report problems promptly, or our ordinary 180-day return period, does not shorten any applicable statutory warranty period or remove rights relating to a defect discovered later.

Refunds

After we receive your return, we will inspect it and notify you of the outcome. For an eligible ordinary return, we will complete the inspection and issue your refund within 10 business days of receiving the item.

The refund includes the amount actually paid for the returned item, after any discounts, together with any refundable taxes relating to it. Refunds are sent to the original payment method. We do not replace a monetary refund with store credit without your agreement, and not where the law requires a monetary refund.

If we agree that you do not need to return an item, we will confirm the refund arrangements by email. A shorter deadline required by law takes priority over the ordinary return-processing period above.

If a return does not meet the applicable conditions, we will explain why and discuss the available next steps before charging for any onward shipping or disposing of the item. This does not limit your rights concerning defective or incorrectly supplied goods.

Your bank or payment provider may need additional time to post the credit after we issue it. If the refund has not appeared within 10 business days after our refund-confirmation email, contact us so we can help trace it.

Exchanges, Sale Items, and Gifts

Exchanges. We do not offer direct exchanges. To choose a different item, request a return of your original purchase and place a new order. The new order is a separate purchase, subject to its price and availability. Replacements for faulty or incorrectly supplied items are handled separately under the section above.

Sale items. Items purchased at a discount are eligible for return under the same conditions as full-price items. Refunds are based on the price paid, not the original undiscounted price.

Gifts. Contact us with the order number or other purchase details. Any monetary refund is issued to the original purchaser’s payment method.

Order Changes and Cancellations

To request a cancellation or address change, email hello@thesoftables.com as soon as possible and include your order number.

We will try to accommodate your request, but changes or cancellations may no longer be possible once an order has been prepared or dispatched. This does not restrict your rights regarding an order that has not been shipped within the promised timeframe.

If we confirm cancellation of the entire order before dispatch, we will refund the full amount collected. If only part of an order is canceled, we will refund the amount paid for the canceled items and any related refundable charges. If payment has only been authorized, we will request release of the authorization rather than collect it.

Delayed, Lost, or Undeliverable Orders

Our Shipping Policy explains handling and transit times and how we deal with delivery problems.

If we cannot ship within the stated handling timeframe, we will notify you and offer the choice of agreeing to a revised shipment date or canceling the unshipped items for a refund. We will obtain any consent required for a delay or further delay and cancel and refund where required consent is not received.

Refunds required under the FTC’s Mail, Internet, or Telephone Order Merchandise Rule will be issued within the applicable legal deadline, generally seven working days after your right to a refund arises for payments made by third-party credit or other covered payment methods. This deadline is separate from the ordinary return-inspection period.

If a shipped parcel is late, missing, or marked delivered but cannot be located, contact us with your order number. We will investigate with the relevant delivery provider and arrange the resolution required by our policies and applicable law. The 180-day change-of-mind period does not begin before delivery.

For parcels returned because of an address problem or unsuccessful delivery, we will review the circumstances and explain the available options. Any proposed charge for a new delivery will be disclosed for your agreement before we arrange it.

Your Consumer Rights

This policy does not exclude or limit any rights you have under applicable consumer-protection or warranty laws. Where those laws provide a longer period, a different remedy, or a faster refund deadline, those rights take priority over the ordinary return conditions in this policy.

Policy Updates

We may update this policy and will post the revised version here with an updated date. The policy in effect when you place your order continues to apply to that purchase, together with any rights provided by law.

Contact Us

For a return, refund, or order question, contact The Softables LLC:

Email: hello@thesoftables.com
Telephone: +1 (929) 309-1516
U.S. business address: 20 Jay St, Suite 835, Brooklyn, NY 11201, United States
Website: thesoftables.com

Please contact us before sending a return.

Returns for orders delivered to the EU, UK, and Australia

Change of mind. You have 180 calendar days from delivery to request a voluntary return. If one order arrives in separate parcels, count from the day the last item arrives. If the deadline falls on a weekend or public holiday, we accept requests on the next business day. The EU and UK cancellation rights below have their own rules. Your rights if goods are faulty may last longer than 180 days.

For a voluntary return, send the item unused and unwashed, with its original tags, supplied accessories, and product packaging where supplied. You may open the shipping parcel and use a different outer box. Discounted items qualify on the same terms as full-price items. For a gift return, identify the order so we can refund the original payment method. For a different style, you can return the original item and place a new order.

Return postage and instructions

Why you are returning it	Who pays return postage?
You changed your mind	You arrange and pay the direct postage to our return location in the United States. If we did not give you the return-cost information required before purchase, we cover the postage.
Damaged on arrival, faulty, wrong, or materially different from its description	Softables covers the necessary reasonable return costs.

No return label is packed in an international parcel. To start a return, email hello@thesoftables.com with the item and order number or other details that identify the purchase. International return parcels go to the United States. We will send the mailing address and packing instructions when you request a return. You may also contact us before ordering to estimate your postage cost. We charge no restocking, handling, or refund-processing fee.

For a voluntary return, mail the parcel within 14 calendar days after you receive our instructions, unless we agree to more time. Keep the postal receipt. A timely request stays valid if our reply takes longer. We issue the ordinary refund within 10 business days after receiving an eligible return, including the price paid after discounts and refundable taxes. We use the original payment method. Any shorter legal deadline takes priority.

EU and UK right to cancel an online order

You may cancel without giving a reason, from placing your order until 14 calendar days after you or someone you designate, other than the carrier, receives the goods. If items from the same order arrive separately, count from receipt of the last item. Sending your notice before the deadline is enough. You do not need our approval.

Withdraw from an EU or UK order online

1. Sign in using the email address from your order. If prompted, enter the one-time code sent to that address. You can use the same email if you checked out as a guest.
2. Open the order. Choose Cancel items for unshipped goods or Return items for shipped goods. If the order has both, choose Cancel or return and select the items.
3. Review and confirm your request. You can withdraw without giving a reason. The date you submit a valid notice is the date of withdrawal. Keep the acknowledgment for your records.

You can also send a clear statement by email to hello@thesoftables.com or by post to The Softables LLC, 20 Jay St, Suite 835, Brooklyn, NY 11201, United States. If you cannot access the order online, use either method. You may use the optional form below. If the statutory deadline ends on a non-working day, we accept notice on the next business day. Giving notice and posting goods back are separate steps.

Optional cancellation form. Address it to The Softables LLC, 20 Jay St, Suite 835, Brooklyn, NY 11201, United States, or email hello@thesoftables.com. Complete the lines that apply.

I am giving notice that I cancel my purchase of the following goods:
Goods and order number, if known:
Date ordered / date received:
Customer name and address:
Date:
Signature (only for a paper notice):

Unless we offer to collect the goods, send them back within 14 calendar days after giving notice. You may open the package and inspect the item as you could in a shop. Original packaging or attached tags are not conditions of this right. Where the law permits, you may be responsible for an actual loss in value caused by handling beyond what was needed to check the goods. No automatic deduction applies.

If you cancel the whole order, we refund all payments due, including the least expensive standard outbound delivery we offered. Any extra cost of an optional faster delivery service is excluded. We issue the refund without undue delay and within 14 calendar days of notice. Unless we offered collection, we may wait until we receive the goods or evidence that you sent them back, whichever comes first. We refund the original payment method unless you expressly agree otherwise. There is no refund fee.

Faulty, damaged, incorrect, or missing goods

Email hello@thesoftables.com with the order details and describe the issue. Photos can help if available. For a faulty, damaged, incorrect, or misdescribed item, contact us before buying postage so we can arrange a suitable prepaid return or collection. If you have already paid reasonable return postage, send us the receipt so we can reimburse it. Keep the receipt. You do not need original packaging, a paper receipt, or an unboxing video to exercise your legal rights. For missing goods, we investigate without requiring you to return an item you never received. Stop using a toy that appears unsafe and tell us promptly.

European Union. We are responsible for goods that do not conform to the contract. The legal guarantee normally lasts at least two years from delivery. Longer local protection applies where available. You can generally choose a free repair or replacement unless your choice is impossible or disproportionate. If the problem is serious, or a suitable remedy is unavailable, refused, unsuccessful, or not provided in a reasonable time without significant inconvenience, you can seek a price reduction or, where the law allows, end the contract for a refund. Depending on your national law, you may have an immediate right to a refund or replacement, a longer claim period based on the expected life of your plush, or shorter deadlines for our response or repair. Some countries allow rejection during the first 30 days. For qualifying EU repairs, we honor a 12-month extension after the first repair, or longer protection where applicable. Your claim against us as seller is separate from any applicable product warranty claim against the manufacturer or a commercial guarantee offered with a product. See the EU legal guarantee notice (PDF) and the rules in your EU country. If a product is recalled, the recall notice will explain your free remedies.

United Kingdom. Goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you normally have 30 days from delivery to reject them for a refund. You may also have a right to a repair or replacement at our expense. If this is impossible, fails, or is not provided in a reasonable time without significant inconvenience, you may be entitled to a price reduction or to reject the goods for a refund. Your rights can continue after the 30-day period. If you validly reject faulty goods, we issue the refund without undue delay and within 14 calendar days after agreeing that you are entitled to it.

Australia. Goods come with consumer guarantees under the Australian Consumer Law. For a major failure, you can choose a refund or replacement, or keep the goods and claim compensation for their reduced value. For a minor failure, we can choose an appropriate free remedy, such as repair, within a reasonable time. If we do not fix it within that time, you may have further rights, including arranging a repair and recovering reasonable costs, or rejecting the goods where permitted. You may also be entitled to compensation for reasonably foreseeable loss or damage. These guarantees apply for the time that is reasonable for the goods and circumstances.

These international terms apply to purchases from November 4, 2026. The terms in effect at purchase and all mandatory rights under the law that applies to your order remain available to you. For help with a return, email hello@thesoftables.com or call +1 (929) 309-1516.