Exchange Policy

SoftStitch

Last updated: June 2026

At SoftStitch, we strive to ensure your complete satisfaction with every purchase. We are committed to providing high-quality women’s clothing and excellent customer service. This Exchange Policy outlines the conditions and procedures for exchanging products. Please read this policy carefully.

1. Exchange Policy Overview

• SoftStitch offers exchange services only. We do NOT offer returns or refunds under any circumstances.

• Exchanges are available for damaged, defective, or incorrectly shipped products only.

• We do not offer exchanges for change of mind, size preference, color preference, or style dissatisfaction.

2. Eligibility for Exchange

1. Products received in a “Damaged/Defective/Broken” condition

2. Incorrectly shipped items (wrong size, color, or product sent by mistake)

3. Manufacturing defects that render the product unwearable

3. Non-Exchangeable Items

• Products that have been worn, washed, or used in any way

• Products with missing or damaged original tags and labels

• Stitched, customized, or altered items

• Products returned without original packaging and order number

• Items exchanged after the 2-day window from delivery

• Products with signs of use such as fading, stains, pilling, or odor

4. Exchange Request Timeline

• Exchange requests MUST be raised within 2 days of receiving your product.

• No exchange requests will be entertained after the 2-day window. Please inspect your order immediately upon delivery.

• The 2-day window begins from the date the package is delivered to you, not from the order placement date.

5. Unboxing Video Requirement for Damaged Items

• For products received in a damaged, defective, or broken condition, it is MANDATORY to record a video while opening your parcel as proof of the condition upon receipt.

• The video must clearly show the unopened parcel, the opening process, the product condition, and any damage or defects.

• Without a clear unboxing video, claims for damaged or defective products will NOT be accepted.

• Send the video along with photographs of the damaged product and your order number to softstitchindia@gmail.com.

6. How to Request an Exchange

4. Contact us within 2 days of delivery with:

• Your order number

• Reason for exchange (damaged, defective, wrong item, etc.)

• Unboxing video and photographs (for damaged items)

• Your preferred size, color, or style for the replacement

5. Contact Methods:

• Email: softstitchindia@gmail.com

• Response time: We will respond to your exchange request within 2 business days.

7. Exchange Process

6. Upon approval of your exchange request, we will provide you with our return address and shipping instructions.

7. You are responsible for arranging and paying for the return/exchange shipping at your own expense.

8. Pack the original product in its original packaging with all tags and the order number clearly visible.

9. Ship the parcel to the address provided by us using your preferred courier service.

10. Share your shipment tracking ID with us via email for record purposes.

11. Once we receive and verify the returned product, we will ship the replacement item to you.

12. Replacement shipping is provided FREE by SoftStitch.

8. Replacement Product Availability

• If your requested size, color, or style is not available, we will notify you within 5 business days.

• You will be offered the option to:

• Exchange for a different size or color of the same product

• Exchange for an alternative product of equal or greater value

• Wait for the product to be restocked before completing the exchange

9. Important Notes

• The 2-day exchange request window is FINAL. No requests will be accepted after this period.

• All exchanged products must be returned in original, unused condition with original packaging and tags intact.

• Customers bear the cost of return shipping. Replacement shipping is provided free by SoftStitch.

• Return/exchange shipping charges are non-refundable.

• For orders with multiple items, each item must be evaluated separately and can be exchanged individually if eligible.

• SoftStitch reserves the right to reject any exchange request that does not comply with this policy.

10. Dispute Resolution

• If you disagree with our decision regarding an exchange request, you may escalate your concern by providing additional evidence or details.

• Our team will review your case and provide a final decision within 5 business days.

11. Contact Us

For any questions or concerns regarding our Exchange Policy, please contact us:

• Email: softstitchindia@gmail.com

• Website: www.softstitch.in

• Business Address: Surat, Gujarat, India

Thank you for shopping with SoftStitch. We appreciate your business and are committed to ensuring your satisfaction with our products and services.