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Refund and Returns Policy

Covid-19 Protocols

Due to the COVID-19 pandemic, all operations are affected. Banking services, courier services, etc. are all facing issues due to the pandemic. Therefore, courier deliveries and pick-up, banking processes, and our own internal processes are facing delays. Please keep in mind these factors during the returns and exchange process. PLEASE READ THE POLICY CAREFULLY

Returns

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Every product we send to you is sealed with our unique and special hologram. To be eligible for a return, the Soflex Bags hologram must be intact.

To return the product, the following parameters need to be ensured by you:

CATEGORYCONDITION
LUGGAGE
Backpack, Shoulder Bag, Pouches, Conference Kits & Bags, Laptop Bags, Duffle Bags, Cosmetic Kit, Leather Products, Ladies Bag, Kids Bag, Sling bag, Clutch
Should be “New” and returned with the original packaging
HARD LUGGAGE
Laptop Haversack, Cross Sling Bag, Delegate Bag, Laptop Handbag, Gym Bag/Sports Bag, Vanity, Tote Bag, School Bag
Should be “New” and returned with the original packaging
SOFT LUGGAGE
Formal Haversack, Shoulder Bag, Portfolio, Laptop Sleeves, Travel Bag, Trousseau Box, Mother Bag, Toddler Kit
Should be “New” and returned with the original packaging

If the product being returned is not in accordance with the above parameters, then the return request shall not be processed for refunds.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable products
  • Personal care items
  • Innerwear (due to hygiene factors)

To complete your return, we require a receipt or proof of purchase. Please always keep your invoice safe and intact when you receive your delivery in case you want to return the product.

Your purchase has to be sent to ONLY the following address:

Soflex Bags
(Unit of Soflex Enterprises)
House No.3, Patharewadi, Marve Road,
Malad (West), Mumbai – 400095, MH | India

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Replacement

Replacement is the action or process of replacing something in place of another. You can request for replacement when the item for these reasons – Damaged during shipping, Defective item, Item(s) missing, wrong item shipped, and the like.

You need to raise the replacement request within the return period applicable to the respective product. You can raise a replacement request by contacting us at help@soflexbags.com or CLICK HERE for our online Helpdesk. Once the replacement request has been raised, the following steps shall be followed:

  1. You are asked for a “Reason for Return”. Among others, the following are the leading reasons:
  2. Shipping was damaged
  3. Item was defective
  4. Item Dead on Arrival
  5. Item(s) were missing
  6. Wrong item sent
  7. If the item sold was made by an external manufacturer, an intimation shall be provided to the manufacturer seeking either “approval” or “rejection” of the replacement request.
  8. In case the manufacturer accepts the replacement request, you shall be required to return the product to the manufacturer, and only after the return of the product, the manufacturer shall be obliged to provide the replacement product to you.

In case we or the manufacturer do not have the product at all, we will provide a refund to you in lieu of replacement. All the product parameters shall be required to be complied with in cases of replacement.

Shipping charges shall be borne and incurred by us for replacements.

Refunds

Once your return is received and quality checked, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 to 10 amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at help@soflexbags.com or CLICK HERE for our online Helpdesk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchange

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@soflexbags.com or CLICK HERE for our online Helpdesk and send your item to:
Soflex Bags
(Unit of Soflex Enterprises)
House No.3, Patharewadi, Marve Road,
Malad (West), Mumbai – 400095, MH | India

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, an e-gift certificate will be emailed to your email account.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

SHIPPING Returns

If you are returning a product, it must be in its original packaging and unused. The Soflex Bags security hologram seal must be intact and unbroken.

To return your product, you should mail your product to:
Soflex Bags
(Unit of Soflex Enterprises)
House No.3, Patharewadi, Marve Road,
Malad (West), Mumbai – 400095, MH | India

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Cancellation Policy

Our cancellation policy is very simple.

You can cancel orders placed based on the following:

TIME FRAMEORDER STATUSCATEGORIES
Within 2-hours of placing an orderOrder ProcessingAll Categories of products
2 to 12 hours of placing an orderOrder AcceptedCancelation is not permitted for customized products. All other categories can be canceled
12 hours to period need to process your order and keep it ready for dispatchReady for Dispatch – Courier AllocatedCancelation is not permitted for customized products. All other categories can be canceled
 In-Transit – Handed over to CourierNo Cancellations are permitted.

Need Help?

Contact us at help@soflexbags.com or CLICK HERE for our online Helpdesk for questions related to refunds and returns.

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