Refund policy

At Soft Animals SA, we want you to be happy with your purchase.

You may request a return within 7 days of receiving your order. To request a return, please email us at softanimalsa@gmail.com with your order number, name and reason for the return.

To qualify for a return, the item must be unused, in its original condition and packaging, with all tags and accessories included.

Once we receive and inspect the returned item, we will let you know whether your return has been approved. Approved refunds are processed back to the original payment method. Please allow 5–10 business days for the payment provider or bank to process the refund.

Shipping charges are not refundable unless the item is faulty, damaged or incorrect.

If your item arrives damaged, faulty or incorrect, contact us within 48 hours of delivery and include clear photos of the item and packaging. We will assist with a replacement, repair or refund where applicable.

This policy does not limit any rights you may have under South African consumer protection law.