Refund & Returns Policy

30-day return window

You may return any item within 30 days of delivery for a refund. Items must be in resalable condition with all accessories and packaging. Return shipping is paid by the customer unless the item arrived damaged or was the wrong item.

How to start a return

1. Email support@softsz.com with your order number and the reason for return.
2. We reply within one business day with a return address and instructions.
3. Ship the item back with tracking. We process refunds within 3 business days of receipt.

Damaged or faulty items

If an item arrives damaged or fails within the 12-month warranty period, send us a photo or short video. We cover return shipping and send a replacement or a full refund — your choice.

Non-returnable items

For hygiene and safety reasons, in-ear audio products that have been opened and used cannot be returned unless faulty. Items marked “final sale” on the product page are excluded.

Refund timing

Refunds are issued to the original payment method. Card refunds typically appear within 5–10 business days depending on your bank.