Refund Policy

I. Return & Exchange Period

From the date you receive the product, you have 30 days to request a return or exchange, subject to the conditions set out in this policy.

This policy operates in addition to your rights under the Australian Consumer Law (ACL).

II. Conditions for Return & Exchange

During the validity period, you may request a return or exchange under the following circumstances:

• The product has an obvious appearance defect;

• The product has a quality defect affecting its normal use;

• The product has an unusual odor, significant color difference, or other issues affecting user experience;

• The product received does not match the product description or order information;

• Change-of-mind return (the product must be unused, in original packaging, and in a resalable condition).

Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure, and to have the goods repaired or replaced if the failure is minor.

III. Return Procedure

Please contact us by email or telephone to submit a return request and provide:

• Order number

• Proof of payment

• Reason for return or exchange

• Relevant photos or videos (if applicable)

Our customer service team will review your request as soon as possible. If approved, we will notify you using your contact details and provide the return address.

Please send the product to the designated return address and retain proof of postage.

Once we receive the returned product, we will conduct an inspection.
If the inspection confirms the reported issue, we will arrange the refund in accordance with our refund policy.

IV. Exchange Procedure

Please contact us by email or telephone to request an exchange and provide:

• Order number

• Proof of payment

• Reason for exchange

• Relevant photos or videos (if applicable)

If approved, we will provide the return address.

After receiving and inspecting the returned product, and if the issue is confirmed, we will arrange shipment of a replacement product within 1–3 business days.

For delivery timeframes, please refer to our Shipping Policy.

V. Refund Method

Refund method: Refunds will be issued to the original payment method (e.g., Visa, MasterCard).

Processing time: Depending on the processing time of financial institutions, refunds typically appear within 10–15 business days.
If there is an unusual delay, please contact us for assistance.

VI. Return Shipping Costs

• If the return or exchange is due to a product defect, quality issue, non-conformity, or other issue covered under Australian Consumer Law, return shipping costs will be borne by us.

• For change-of-mind returns, return shipping costs are the responsibility of the customer.

VII. Liability Statement

We are committed to handling return and exchange requests within a reasonable timeframe and protecting your personal information.

In cases of delay or loss caused by force majeure or circumstances beyond our reasonable control, we will provide assistance where possible but shall not be liable for indirect or consequential losses.

VIII. Contact Information

If you have any questions regarding this Returns & Exchanges Policy, please contact us:

Address: 532 BONDS ST, GEORGETOWN, SC 29440-3266, US
Customer Service Phone: +1 (803) 380-6524
Customer Service Email: customer@softelivo.com
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)