Refund policy

Return and Refund Policy

Thank you for shopping at Softiva.

If you are not completely satisfied with your purchase, we are happy to help you with returns and refunds according to this policy.

Eligibility
- Items may be returned within **30 days** of delivery date.
- Items must be **unused, in original condition, and in original packaging**.
- Custom/personalized items are **non-returnable** unless damaged or defective upon arrival.

Return Process
1. Contact us at **ellaweaver646@hotmail.com** with your order number and reason for return.
2. We will review and send you a return authorization and instructions.
3. Ship the item back using a trackable shipping method.

Refunds
- After we receive and inspect your item, we will approve or reject your refund.
- If approved, refunds will be processed to your **original payment method within 5–7 business days**.
- Original shipping fees are **non-refundable**.
- Return shipping costs are the customer’s responsibility, **except for defective/wrong items** (we cover return shipping).

Damaged or Defective Items
- Notify us immediately at **ellaweaver646@hotmail.com** with photos and order number.
- We will offer **replacement or full refund**, including return shipping.

Exchanges
- We only exchange items that are defective or damaged.

Contact
For questions about this policy, contact: **ellaweaver646@hotmail.com**