Refund policy

Our policies are valid for 10 days. If 10 days have passed since you received your product, we regret that we are unable to offer you a 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. For underwear, it must be unworn, untried, unwashed, and in its original condition as received.

If you need another solution or have other questions, please feel free to contact us.

Certain situations where only partial refunds are granted include:

Once your return is received and inspected, 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, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within any applicable return days as applied by your bank.

Once the order is shipped and the customer requests a cancellation/refund, we need to confirm the request and make an intercept to the courier. After the intercept is successful, a refund can be made. Canceling a shipped order without a reason is subject to an interception fee of 20% of the paid amount of the order.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as 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 still have not received your refund, please contact us at hellosoftrain@gmail.com.

Only regular priced items may be refunded; unfortunately, sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with eligible proof of photos at hellosoftrain@gmail.com.

If I need to exchange for a different size/style of product, what should I do?

Currently, we no longer offer exchange services, only refund services. If you are looking for a new size or style, you can place a new order once your refund is reflected on your bank statement within five business days.

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, a gift certificate will be mailed to you. 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.

If you would like to return an item, you will need to contact us first to confirm that it meets the return policy and our staff will contact you with a return address. We will deduct 30% of the refund amount as our return shipping fee. If you receive a refund, the return shipping fee 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 shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

You can review the most current version of the Return & Refund Policy at any time on this page. We reserve the right, at our sole discretion, to update, change, or replace any part of these Return & Refund Policy by posting updates and changes to our website. It is your responsibility to check our website periodica