Refund policy

Return & Refund Policy

Effective Date: 01/2026

At Soft Haus, each made-to-order piece is thoughtfully crafted using upcycled and deadstock textiles. Because our production model is intentional and waste-conscious, our return and cancellation policies are structured to reflect the nature of handmade, small-batch production.

Please review the following carefully before placing your order.

1. Made-to-Order Items (Custom & Production Pieces)

All made-to-order products are final sale.

Once production has begun, orders cannot be canceled, returned, or refunded.

Because each piece is handmade specifically for you, we are unable to restock or resell these items without generating additional waste, which conflicts with our sustainability commitments.

Order Cancellation Window

Customers may cancel a made-to-order purchase within 24 hours of placing the order, provided production has not yet started.

To request a cancellation, please email:

softhausshop@gmail.com

Include your order number in the subject line.

If production has already begun at the time of your request, the order cannot be canceled.

2. In-Stock (Ready-to-Ship) Items

Products that are listed as “Ready to Ship” or purchased in real life (pop-ups, markets, showroom events, etc.) may be returned for a refund under the following conditions:

  • Return request must be submitted within 7 days of delivery (for shipped orders) or purchase date (for in-person purchases).
  • Item must be unused, unwashed, and in perfect condition.
  • Item must be returned in original packaging.
  • Proof of purchase is required.

Return Shipping

Customers are responsible for return shipping costs.

Soft Haus does not provide prepaid return labels. We recommend using a trackable shipping service, as we are not responsible for items lost in transit.

3. Refund Process

Once your return is received and inspected, we will notify you of approval or rejection.

If approved, refunds will be issued to the original method of payment within 5–10 business days. Processing times may vary depending on your financial institution.

Original shipping costs are non-refundable.

4. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 3 days of delivery at:

softhausshop@gmail.com

Include:

  • Order number
  • Clear photos of the issue
  • Description of the problem

If the claim is approved, we will provide a replacement or refund at our discretion.

5. Non-Returnable Items

The following items are not eligible for return:

  • Made-to-order products (after production has begun)
  • Custom pieces
  • Gift cards
  • Final sale items

6. Natural Variations

Soft Haus products are made using deadstock and reclaimed textiles. Variations in color, texture, stitching, and fabric character are intentional and part of the design story. These characteristics are not considered defects.

7. Contact Information

For all return, refund, or cancellation inquiries:

Soft Haus

300W 122nd 6-M St New York City, NY 10027

Email: softhausshop@gmail.com

Website: www.softhausshop.com