Return & Refund

Last updated: [November 25, 2025]

We hope your order from Softcore brings you soft, happy moments. If something isn’t quite right, this policy explains how returns, exchanges, and refunds work.

By placing an order on our website, you agree to the terms below.
1. LIVE UNBOXING ORDERS

By selecting the "Unbox on Live" option, you authorize Softcore to open your product during a live stream on your behalf.

Items opened during a live stream are considered opened products and are not eligible for return, exchange, or refund.

The standard return policy described below does not apply once an item has been opened during a live stream.

Live unboxing is intended for entertainment purposes.

Specific designs, rare items, or secret items cannot be requested or guaranteed.
2. DUPLICATE ITEM RE-DRAW POLICY

For live-unboxed orders only:

  • If duplicate items appear within the same order during live unboxing, you are eligible for one (1) re-draw opportunity.
  • Eligibility is determined by Order Number.
  • Separate orders are treated as separate entries, even if placed consecutively by the same customer.
  • Only one re-draw is allowed per order.
  • Additional duplicates received after the re-draw are not eligible for further re-draws.
  • If the customer is not present during the live stream, item selection and re-draw decisions will be made at the host's discretion.
3. DAMAGED OR DEFECTIVE ITEMS

We only replace items if they are defective or damaged.

To request a replacement, please contact us within 72 hours of delivery at support@softcore.life and provide:

  • Your order number
  • A complete, unedited unboxing video showing the package being opened from a sealed condition
  • Clear photos or videos of the damaged or defective item

Please note:

  • Photos alone may not be sufficient for damage claims.
  • Videos that begin after the package has already been opened may not be accepted as proof.
  • Failure to provide a complete unboxing video may result in the claim being denied.
  • Claims submitted after 72 hours may not be eligible for replacement.
4. Unconditional Returns (Our Mistake)

We unconditionally accept returns or exchanges in the following situations:

  • You received the wrong item
  • The item arrived damaged or defective
  • An item is missing from your order

In these cases:

  • Please contact us within 14 days of receiving your order.
  • We will cover all return shipping costs or offer alternative solutions (e.g. reshipment without requiring a return, depending on the situation).
  • We will arrange a replacement or refund after confirming the issue.
5. Other Returns (Change of Mind, etc.)

For returns that are not due to our error, such as:

  • Change of mind
  • You no longer want the item
  • You ordered the wrong product (size, design, etc.)

The following conditions apply:

  • You must contact us within 14 days of receiving the item.
  • Items must be unused, in their original condition and original packaging.
  • Return shipping costs are usually the responsibility of the customer, unless otherwise agreed.
  • A USD $3 handling fee will be deducted from your refund.

We recommend using a trackable shipping service for returns. We are not responsible for returned items that are lost in transit.
6. Non-Returnable Items

The following items are not eligible for return:

  • Products opened during live streams
  • Opened blind boxes
  • Items showing signs of use
  • Complimentary items and promotional gifts
  • Replacement bags
  • Items damaged after delivery due to customer handling
7. Condition of Returned Items

To be eligible for a refund or exchange (unless the item arrived damaged or defective):

  • The item must be in its original condition, unused and undamaged.
  • Original packaging, tags, and accessories (if any) should be included.

We reserve the right to refuse a return or issue a partial refund if:

  • The item shows signs of use or damage not reported at the time of the return request.
  • Parts of the product or packaging are missing.
8. Refunds

Once your return is received and inspected:

  1. We will notify you by email whether your refund has been approved or rejected.
  2. If approved, a refund will be processed to your original method of payment.
  • Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.
  • Shipping costs (if any) are usually non-refundable, except in cases where the return is due to our error (wrong item, damaged on arrival, etc.).
9. Cancellations

Orders may be cancelled or changed within 12 hours of placement, so long as they have not yet entered processing or shipment.


Once an order has been processed or shipped, it can no longer be cancelled, but you may still be able to request a return in accordance with this policy.
10. SHIPPING ISSUES

Incorrect Shipping Address

  • Customers are responsible for providing an accurate shipping address.
  • Please contact support@softcore.life immediately if you entered an incorrect address.
  • We cannot guarantee address changes after an order has entered processing or shipment.

Lost or Stolen Packages

  • Softcore is not responsible for packages marked as delivered by the carrier.
  • If tracking shows your package as delivered but you have not received it, please contact the shipping carrier directly.
  • If you require assistance, contact support@softcore.life.
11. Contact Us

For any questions about returns, exchanges, or refunds, please contact us at:

📧 support@softcore.life

Please include your order number in all communications so we can assist you as quickly as possible.