Refund policy

Return and Refund Policy

Last updated: July 24, 2026

At SoftCrown, customer satisfaction is important to us. We want you to feel confident when shopping for our beanies, knitted hats, balaclavas, crochet headwear, and other accessories.

We offer eligible customers free returns and refunds within 30 days of receiving their order.

1. Return Eligibility

To qualify for a return, the following conditions must be met:

  • The return request must be submitted within 30 days of delivery.
  • The item must be unused, unworn, unwashed, and in its original condition.
  • The item must include its original packaging, labels, and accessories, where applicable.
  • The item must not show signs of wear, odors, stains, makeup, hair, damage, alteration, or improper handling.
  • Proof of purchase or a valid SoftCrown order number must be provided.

Customers may carefully inspect and try on an item in the same way they would in a physical retail store. However, items that have been worn for an extended period or used outdoors may not be accepted.

2. How to Request a Return

To request a return, contact us at:

Email: support@softcrown.store

Please include:

  • Your full name
  • Your order number
  • The email address used to place the order
  • The name of the product you wish to return
  • The reason for the return
  • Clear photographs if the item is damaged, defective, or incorrect

Do not send a product back without contacting us first. Returns sent without authorization may be delayed, refused, or sent back to the customer.

Once your return request is approved, we will provide return instructions and, where applicable, a prepaid return shipping label or another free return method.

3. Free Return Shipping

SoftCrown provides free return shipping for approved returns made within the 30-day return period.

Customers must follow the return instructions provided by our customer support team. We cannot reimburse return shipping costs arranged independently without prior written approval.

The customer is responsible for safely packaging the returned item. SoftCrown is not responsible for products that are damaged because of insufficient return packaging.

4. Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

Contact us promptly if:

  • The product arrives damaged
  • The product has a manufacturing defect
  • You receive the wrong item
  • An item is missing from your order
  • The product is significantly different from the item ordered

Please provide clear photographs of the item, packaging, and shipping label. After reviewing your request, we may offer a replacement, refund, store credit, or another appropriate solution.

Do not discard damaged products or packaging until our support team has completed its review.

5. Non-Returnable Products

A return may be declined when:

  • The return request is submitted more than 30 days after delivery
  • The product has been worn, washed, altered, or damaged after delivery
  • The item contains stains, odors, makeup, hair, or other signs of use
  • The original product or important components are missing
  • The product was damaged through misuse, improper care, or failure to follow product instructions
  • The item was not purchased directly from softcrown.store

These restrictions do not affect rights that cannot legally be excluded under applicable consumer protection laws.

6. Refund Processing

After the returned product is delivered and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Depending on your bank, credit card company, payment provider, and country, it may take several business days for the refunded amount to appear in your account.

Original shipping charges are not applicable because SoftCrown offers free standard worldwide shipping.

7. Partial Refunds

A partial refund may be offered when:

  • A product is returned with minor signs of handling
  • Original packaging or accessories are missing
  • The product has been returned in a condition that reduces its resale value
  • Only part of a multi-item order is returned

We will explain any deduction before completing the refund whenever reasonably possible.

8. Exchanges

We do not guarantee direct exchanges because product availability may change.

Customers who need another color, style, or design should contact us. Depending on stock availability, we may arrange a replacement or ask the customer to return the original product for a refund and place a new order.

9. Order Cancellations

Orders may be canceled before they enter processing or shipment preparation.

Contact support@softcrown.store as quickly as possible. We cannot guarantee cancellation after an order has been processed, packed, or shipped.

If cancellation is no longer possible, the customer may request a return after receiving the order.

10. Lost Return Packages

Customers must use the approved return method provided by SoftCrown. Please retain any tracking number or return receipt until the refund has been completed.

SoftCrown cannot guarantee refunds for returns sent through an unauthorized method or delivered to an incorrect address.

11. Refund Delays

After receiving confirmation that a refund has been issued, please allow time for your payment provider to process it.

If the refund does not appear after the normal processing period:

  1. Check your bank or payment account again.
  2. Contact your card issuer or payment provider.
  3. Contact us at support@softcrown.store for assistance.

12. Contact Information

For questions about returns or refunds, contact:

SoftCrown
47 Cameron Crescent
East York, ON M4G 2A1
Canada

Email: support@softcrown.store
Phone: (905) 555-0163