Refund & Returns Policy — Softliva

Last updated: September 19, 2026

At Softliva, we want you to shop with confidence. If you are not completely satisfied with your purchase, this policy explains how returns and refunds work. Softliva is operated by Masud Trading (Business ID 3417453-5), Joensuu, Finland.

1. 30-Day Return Policy

Softliva offers a 30-day return period for eligible products.

You may request a return within 30 calendar days from the date your order is delivered.

Please contact us before sending any product back, so that we can confirm the return instructions.

This voluntary return period is in addition to, and does not limit, the mandatory consumer rights you have under Finnish and European Union law.

2. Return Conditions

For a return under our voluntary 30-day policy, the product should be in its original condition. It should be:

• Unworn and unused
• Free from stains, makeup, odors, washing, or other signs of use
• Not altered, damaged, or modified
• Returned with the original tags attached and in the original packaging where possible

For clothing, please take reasonable care when trying the product on. If a product has been handled more than is necessary to inspect it, the refund may be reduced to reflect the loss in value, in accordance with applicable consumer law.

3. Products That May Not Be Eligible for a Voluntary Return

Our voluntary 30-day return policy may not apply to:

• Products that have been worn, washed, altered, or damaged
• Products with significant signs of use, stains, odors, or makeup
• Items clearly marked as final sale or non-returnable before purchase
• Products returned after the 30-day period

This section does not affect any statutory consumer rights that cannot legally be excluded.

4. How to Request a Return

Before returning your order, please email us at info@softliva.com with:

• Your full name
• Your order number
• The name of the product you want to return
• The reason for the return (optional)

We will reply with return instructions, normally within 1–2 business days.

5. Where to Send Your Return

After we have confirmed your return, please send it to:

Softliva Returns Kauppakatu 28 80100 Joensuu Finland

Please write your order number on the parcel or include it inside. Please do not send a return before we have confirmed it, so that we can match it to your order.

6. Return Shipping Costs

• If you return a product because you changed your mind, you pay the cost of returning it to us. This applies to both our 30-day returns and to withdrawals under the EU right of withdrawal (Section 8).
• If a product is defective, damaged, or not what you ordered, Softliva pays the return costs.

We recommend using a tracked shipping method and keeping your proof of postage until your refund has been confirmed.

7. Damaged, Defective, or Incorrect Products

Please inspect your order when it arrives. If a product is defective, damaged, or different from what you ordered, contact us at info@softliva.com as soon as possible with:

• Your order number
• A description of the problem
• Clear photographs of the product
• Photographs of the packaging, where relevant

After reviewing the situation, we will offer an appropriate solution in accordance with applicable consumer law. Depending on the circumstances, this may be a replacement, repair, price reduction, or refund.

8. EU 14-Day Right of Withdrawal

If you are a consumer buying from within the European Union, you have the right to withdraw from your online purchase within 14 days without giving a reason.

• The 14 days start on the day you (or a person you name, other than the carrier) receive the goods.
• To withdraw, tell us clearly by email at info@softliva.com before the 14 days end. You may use the model withdrawal form at the end of this policy, but you do not have to.
• After you have told us you are withdrawing, please send the goods back to us without undue delay and no later than 14 days after that notice.
• You are responsible for the cost of returning the goods (see Section 6).
• You may handle and inspect the goods only as much as needed to establish their nature, characteristics and functioning. You may be liable for any loss in value caused by other handling.

The right of withdrawal does not apply to certain products or circumstances where the law provides an exception.

9. Refunds

• Refund time: We will refund you within 14 days after we receive your returned product. For statutory withdrawals, this is the period required by law, and we may wait until we have received the goods or you have shown proof that you sent them, whichever is earlier.
• What we refund: the price of the returned product, and the standard delivery cost if you paid for it.
• How we refund: to the same payment method you used for the original purchase, unless you agree otherwise.
• Your bank, card issuer, or payment provider may need extra time before the refund appears in your account.

10. Cancelling an Order

You can cancel your order before it has been dispatched by contacting us at info@softliva.com as soon as possible. Once an order has been dispatched, you may still return it under Section 1 or Section 8.

Please do not refuse delivery as a way of cancelling without contacting us first.

11. Refund Not Received

If we have confirmed that your refund has been processed but you cannot see it in your account:

1. Check your bank or card statement.
2. Contact your bank, card issuer, or payment provider.
3. If the refund is still not visible after a few more days, contact us at info@softliva.com and we will investigate.

12. Exchanges

Softliva does not currently offer direct exchanges. If you need a different size, color, or product, please return the original item and place a new order. The new order is subject to availability and the price shown on our website at that time.

13. Contact & Business Information

Softliva Operated by Masud Trading Business ID (Y-tunnus): 3417453-5

Registered Business Address: Peltolankatu 5 D 65 80220 Joensuu Finland

Warehouse & Returns Address: Kauppakatu 28 80100 Joensuu Finland

Email: info@softliva.com Phone: +358 465383157

Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EET) Typical Response Time: We aim to respond within 1–2 business days.

Model Withdrawal Form

(Complete and send this form only if you wish to withdraw from the contract.)

To: Masud Trading (Softliva), Peltolankatu 5 D 65, 80220 Joensuu, Finland, info@softliva.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

• Ordered on / received on: ______________________
• Order number: ______________________
• Product(s): ______________________
• Name of consumer(s): ______________________
• Address of consumer(s): ______________________
• Signature of consumer(s) (only if this form is notified on paper): ______________________
• Date: ______________________