Return & Refund Policy

1. Non-defective, unopened goods

You may return unopened, undamaged products in their original sealed packaging within 30 calendar days of delivery for a refund or exchange. Conditions:

• The manufacturer's seal and outer wrap must be fully intact.
• The product must be unused, unmarked and free of odours, pet hair or storage damage.
• Proof of purchase (order number or receipt) is required.
• Return shipping for change-of-mind returns is paid by the customer; original shipping is not refunded.
• Exchanges for a different size are shipped back to you free of charge once your return is received.

2. Defective, incorrect or damaged items

If a product arrives damaged, is not the item you ordered, or has a manufacturing defect (for example failed tapes, torn topsheet, packaging split in transit), contact us within 14 calendar days of delivery. We will:

• ask only for your order number and a few photographs — no return shipment is required for hygiene goods;
• send a free replacement, or issue a full refund including original shipping, whichever you prefer;
• cover any return label ourselves if we do need the item back for quality analysis.

3. Hygiene exemptions

For health and hygiene reasons we cannot accept returns of opened diaper packs, opened wipe packs, opened bib packs, or any product whose protective seal has been broken — unless the item is defective or was damaged in transit, in which case section 2 applies. This does not affect your statutory rights regarding faulty goods.

Also excluded: gift cards, free promotional items, and products bought from third-party retailers (please contact the retailer where you purchased).

4. How to start a return

1. Email manager@soft-nest-care.shop · help@soft-nest-care.shop with the subject "Return" — or call +1-270-483-1160 — within the window above.
2. Include your order number, the items concerned, the reason, and photographs for damaged or defective goods.
3. We reply within 1 business day with a Return Merchandise Authorisation (RMA) number and the return address. Parcels sent without an RMA cannot be processed.
4. Pack items securely in their original packaging, write the RMA number clearly on the outside, and ship with a trackable service. Keep your tracking number.
5. We email you as soon as the return is received and inspected.

5. Refund processing times

• Inspection of returned goods: within 2 business days of arrival at our warehouse.
• Refund issued to your original payment method: within 3 business days of approval.
• Bank posting time: typically 3–5 business days for cards, up to 10 business days for some international issuers.
• Exchanges dispatch within 1 business day of approval.
• For approved damaged-goods claims we refund or replace immediately, without waiting for a return.

Refunds are always made to the original payment method. If your card has expired, contact us and we will arrange an alternative.

6. Order cancellations

You can cancel any order free of charge before it is dispatched — email or call us as soon as possible. Once dispatched, the return process above applies.

7. Contact details

Soft Nest Care returns team
Email: manager@soft-nest-care.shop · help@soft-nest-care.shop
Phone: +1-270-483-1160