Returns & Refund Policy

Returns & Refund Policy

Last Updated: July 2026

At SoftBaby, your satisfaction is important to us. If you're not completely happy with your purchase, we're here to help.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in its original condition.

  • Include all original packaging and accessories.

  • Not show signs of damage caused by misuse or improper handling.

  • Be accompanied by proof of purchase or your order number.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Products that have been used or worn.

  • Items that have been washed.

  • Products damaged through misuse.

  • Clearance or final sale items (where applicable).

  • Gift cards.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number.

  • A description of the issue.

  • Clear photos of the product and packaging.

We'll assess the issue and work with you to arrange a replacement, exchange, or refund where appropriate.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome.

If approved, your refund will be processed to your original payment method. Depending on your payment provider, refunds may take 5–10 business days to appear in your account.

Exchanges

If you'd like a different colour or animal design, please contact our support team. We'll gladly assist you, subject to product availability.

Return Shipping

If the return is due to a damaged, defective, or incorrect item, SoftBaby will cover the return shipping costs.

For change-of-mind returns, customers are responsible for the cost of return shipping unless otherwise required by applicable consumer protection laws.

Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, it cannot be cancelled, but you may request a return after delivery if it meets the eligibility requirements above.

Need Help?

If you have any questions about your order or our Returns & Refund Policy, please contact our customer support team.

Email: support@softbaby.co.za (replace with your actual email)

Business Hours: Monday – Friday, 8:00 AM – 5:00 PM (SAST)

Return Policy Summary

  • ✅ 30-day returns

  • ✅ Easy return process

  • ✅ Refunds to original payment method

  • ✅ Fast customer support

  • ✅ Replacement for damaged or incorrect items

  • 🚚 Return shipping covered by SoftBaby for damaged, defective, or incorrect products

Thank you for choosing SoftBaby. We're committed to making every shopping experience as comfortable and enjoyable as the products we create for your little one.