Refund policy

Return & Refund Policy

At Southsoft, we work with high-precision, handcrafted polyurethane parts. For this reason, our return policy is subject to specific conditions.

You have 14 days from the date of delivery to request a return. However, due to the nature of our products, returns are only accepted under the following circumstances:

  • The customer purchased the wrong model, shape, or color and wishes to request a return.

  • Southsoft made an error in fulfilling the order (wrong color, hardness, or model).

In all cases, items must be returned unopened, unused, and in their original packaging, without any signs of tampering. Any product with altered or opened packaging will automatically lose eligibility for return.

To start a return, please contact us at southsoftsupply@gmail.com. Returns must be shipped to the following address:

Isidoro Arévalo Peña
Plaza del Turia, 5, Esc. Dcha., 9C
28934 Móstoles (Madrid), Spain

  • If the mistake was on the customer's side, the return can be made under the conditions above, but the return shipping costs will be the customer's responsibility.

  • If Southsoft is at fault, we will cover the return shipping costs and provide instructions on how to proceed.

Returns that have not been previously authorized via email will not be accepted.

Damaged or Incorrect Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Returns will not be accepted for any item that has been opened, used, or shows signs of tampering with the original packaging.

We also do not accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get the correct item is to return the original one (if eligible) and place a new order after the return has been approved.

European Union 14-Day Cooling Off Period

If your order was shipped within the European Union, you have the right to cancel or return your purchase within 14 days for any reason and without justification. As with our standard policy, the item must be unopened, unused, and in its original, intact packaging. A receipt or proof of purchase is also required.