Refund & Cancellation

1. Introduction

This Refund & Cancellation Policy explains the rules related to order cancellation, refunds, replacements, exchanges, and claims for purchases made from Add Soft Toys. By placing an order on our website or platform, customers agree to comply with the terms outlined in this policy.

Add Soft Toys deals with soft toys, plush toys, teddy bears, baby soft toys, cartoon soft toys, gift items, and related products. We follow a fair and transparent policy to ensure customer satisfaction while maintaining proper product quality and hygiene standards.

2. Order Cancellation Policy

Customers may request cancellation of their order before the order is processed or dispatched.

Cancellation requests may be accepted only if:

• The order has not been packed

• The order has not been dispatched

• The product is not customized or specially ordered

• The cancellation request is raised within the allowed time period

Once the order has been processed, packed, shipped, or dispatched, it cannot be cancelled.

Add Soft Toys reserves the right to cancel any order in cases including but not limited to:

• Product unavailability

• Incorrect pricing or listing error

• Delivery location not serviceable

• Suspicious or fraudulent transaction

• Incorrect customer details

• Payment failure or technical issue

In such cases, refunds, if applicable, will be processed as per company policy.

3. Refund Policy

Add Soft Toys follows a limited refund policy.

Refunds may be considered only in genuine cases such as:

• Order cancelled before dispatch

• Product unavailable after successful payment

• Wrong product delivered

• Damaged product received

• Missing item from the order

• Manufacturing defect found at the time of delivery

Refunds will not be applicable in the following cases:

• Customer changed their mind after delivery

• Product has been used

• Product has been washed

• Product has been damaged by the customer

• Tags, labels, or original packaging are removed

• Product color variation due to screen or photography difference

• Minor size variation due to manual measurement or manufacturing process

• Customized or specially ordered products

• Claim submitted after the allowed time period

• Claim submitted without proper proof

All refund approvals are subject to verification by Add Soft Toys management.

4. Exchange / Replacement Policy

Add Soft Toys may provide exchange or replacement only in genuine cases such as:

• Damaged product received

• Wrong item delivered

• Defective product received

• Missing item from the order

• Product mismatch with confirmed order details

Exchange or replacement will not be accepted if:

• The product is used

• The product is washed

• The product is torn, stained, or damaged after delivery

• The product is returned without original packaging

• Tags or labels are removed

• The customer reports the issue after the allowed claim period

• The product was customized or specially ordered

The replacement product will be provided only after proper claim verification.

5. Exceptional Cases: Damage, Defect, or Wrong Item

In rare cases where customers receive products that are:

• Damaged during delivery

• Defective

• Incorrect item delivered

• Missing from the order

• Severely different from the confirmed order

The customer may submit a complaint for review.

The complaint must be raised within 24 hours of delivery.

6. Mandatory Video Proof Requirement

To ensure authenticity of complaints, customers must provide:

• A clear and continuous video recording of the package opening

The video must clearly show:

• The sealed package before opening

• The complete unboxing process

• The product inside the package

• Any damage, defect, wrong item, or missing product

• The invoice/order details, if available

The video must be recorded in a single continuous shot without cuts, edits, or pauses.

This video must be shared with Add Soft Toys within 24 hours of delivery.

Claims submitted without proper video proof may not be considered.

7. Claim Verification & Management Decision

All claims will be reviewed and verified by the Add Soft Toys support team and management.

If the provided video and details are verified and approved, Add Soft Toys may choose to:

• Provide a replacement product

• Offer an exchange

• Issue a partial refund

• Issue a full refund

• Offer store credit or coupon

Such actions will be taken only at the sole discretion of Add Soft Toys management.

Submission of a claim does not guarantee approval of refund, exchange, or replacement.

8. Refund Processing Timeline

Once a refund is approved, the refund will be processed through the original payment method or any other method decided by Add Soft Toys.

Refund processing time may vary depending on:

• Payment gateway

• Bank processing time

• UPI or card provider

• Internal verification process

Refunds may take approximately 5 to 10 business days after approval.

Add Soft Toys will not be responsible for delays caused by banks, payment gateways, or third-party service providers.

9. Shipping Charges

Shipping charges, delivery charges, COD charges, or handling charges may not be refundable unless the issue is caused by Add Soft Toys.

In case of exchange or replacement, additional shipping charges may apply depending on the reason for the request and company decision.

10. Product Care Responsibility

Once the order is delivered, the customer is responsible for proper use, handling, and care of the product.

Customers must ensure that:

• Soft toys are kept away from fire and sharp objects

• Products are not washed unless washing instructions allow it

• Soft toys are kept away from moisture and stains

• Baby products are used under adult supervision

• Packaging material is kept away from children

Add Soft Toys will not be responsible for damage caused by improper handling, washing, storage, or usage after delivery.

11. Fraud Prevention

Add Soft Toys reserves the right to reject claims that appear:

• Fraudulent

• Misleading

• Repeated unnecessarily

• Unsupported by valid proof

• Submitted with edited or unclear video

• Made after product misuse

Accounts involved in repeated fraudulent claims may be:

• Restricted

• Blocked

• Blacklisted

• Subject to legal action, if required

12. Contact Information

For cancellation requests, complaints, refund requests, or claim submissions, customers may contact:

Add Soft Toys Support
Email: info@addsofttoys.com