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 to products opened during a live stream.
Live unboxing is intended for entertainment purposes. Specific designs, rare items, or secret items cannot be requested or guaranteed.
Duplicate Item Re-Draw Policy
For live-unboxed orders only:
If duplicate items appear within the same order during live unboxing, the customer is eligible for one (1) re-draw opportunity.
Please note:
- 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.
Complimentary Items
First-Time Customer Passport
First-time customers will receive one complimentary Soru Passport while supplies last.
Replacement Bags
Each order includes replacement bags equal to the number of items purchased.
Replacement bags are provided as complimentary accessories and have no cash value.
Exchanges
We only replace items if they are defective or damaged.
If you receive a damaged or defective product, 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.
Returns
Our return policy lasts 7 days from the date of delivery.
To be eligible for a return:
- The item must be unused.
- The item must be in its original condition.
- The item must be in its original packaging.
- Proof of purchase is required.
Customers are responsible for return shipping costs unless the return is due to our error.
Returns that do not meet these requirements may be rejected.
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
- Any item damaged after delivery due to customer handling
Refunds
Once your return has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved, the refund will be issued to the original payment method. Processing times may vary depending on your payment provider.
Partial refunds may be granted in certain circumstances, including:
- Returned items that are not in original condition
- Returned items missing parts not due to our error
- Returns received outside the eligible return period
Incorrect Shipping Address
Customers are responsible for providing an accurate shipping address.
If you believe you entered an incorrect address, please contact support@softcore.life immediately.
We cannot guarantee address changes after an order has entered processing or shipment.
Lost or Stolen Packages
Softcore is not responsible for packages that are marked as delivered by the carrier.
If your tracking information shows that your package has been delivered but you have not received it, please contact the shipping carrier directly to initiate an investigation.
If you need assistance, please contact support@softcore.life.