Refund policy

At Soft Revive, we want you to be completely satisfied with your purchase. Our policy is designed to be clear, fair, and aligned with industry best practices, prioritizing a smooth experience for you.

1. General Conditions for Returns & Refunds

Condition	Details
Time Limit	All return or exchange requests must be initiated within 7 days of receiving your order.
Product Condition	The product must be unused, unopened, and in its original, sealed packaging (unless the return is due to a product reaction or it being defective/damaged).
Verification Process	All returns are subject to a Quality Assurance (QA) review by our team upon receipt. Exchanges or refunds will be processed within 7 working days after the product has been received and verified.
Proof of Purchase	A valid order number or original receipt must be provided for all returns.

2. Change of Mind/Unwanted Product

If you wish to return a product you ordered (change of mind) or exchange it for another, the following conditions apply:

• Eligibility: The product must be unused, unopened, and sealed in its original, saleable packaging.
• Shipping Costs: The customer is responsible for all shipping/courier charges for sending the product back to us.
• Process:
• Notify our Customer Service team at thesoftrevive@gmail.com within 7 days of delivery.
• Ship the product back to us using a traceable shipping method.
• Once received and verified by our QA team as being in original condition, we will process your exchange or refund (minus your original shipping/handling charges). This process may take up to 7 working days.

3. Damaged or Defective Product Received

If you receive an item that is damaged, defective, or has signs of tampering, we will resolve the issue as quickly as possible.

• Reporting Time: You must report the issue to Customer Service at thesoftrevive@gmail.com within 48 hours of delivery.
• Crucial Verification Requirement: Unboxing Video Proof
• To claim a refund or replacement for a damaged product, you must provide a continuous, unedited video of the entire unboxing process, starting from when the outer delivery packaging is sealed.
• The video must clearly show the condition of the exterior package and the product's damaged state as it is removed from the box.
• Refunds or exchanges will not be processed if video proof is not provided or if the video is made after the product has been fully unboxed.
• Resolution: Upon verification of the video and the damage:
• We will provide instructions for the return.
• We will bear the shipping costs for the return of the damaged product.
• We will offer a full refund or a free replacement to be shipped to you at our expense.

4. Wrong Product Received by Customer

If we mistakenly send you the wrong item, we sincerely apologize and will correct it immediately.

• Reporting Time: Please notify us at thesoftrevive@gmail.com within 48 hours of delivery.
• Shipping Costs: We will arrange and bear the courier charges for the pickup of the incorrect product.
• Resolution: Once the wrong product is received and verified, we will immediately dispatch the correct product or refund the amount paid for that product.

5. Product Reactions/Adverse Effects

While rare, if you experience an adverse reaction to a product:

• We strongly recommend a patch test before using any new product.
• If Adverse Reactions Occur: Discontinue use.
• Disclaimer:  We do not offer monetary compensation or dermatological treatments for adverse effects.

6. Payment and Refund Details

• Refund Method: Refunds will be credited back to the via Jazz Cash / Easypaisa or Bank Transfer
• Store Credit Note: For payments made via a non-reversible payment gateway (if applicable), the refund will be issued as an online store credit that can be used for future purchases on our website.