Refund Policy

Last updated: August 23, 2026

Refund Policy

Our Returns Promise

The Soft Touch is an independent multi-brand specialist retailer offering a curated selection of massage and relaxation equipment from trusted brands including HoMedics, Comfier, Brookstone, and Majestic Pure. Our service promise is clear support and reliable shipping for every order. If something isn't right with your purchase, our after-sales team will help you return, exchange, or replace it under the terms below.

Return Window

Returns are accepted within 30 days of delivery. The return window begins on the day your order is delivered to you.

Eligibility and Condition

To be eligible for a return or exchange, the item must:

• Have been purchased from thesofttouch.shop;
• Be returned within the 30-day return window;
• Be in new, unused condition with the original packaging, labels, manuals, and all included accessories.

All products sold through this storefront are new, in their original packaging, and sourced from the authorized supply chain for the named brand. We do not sell refurbished, open-box, or gray-market items unless a listing explicitly states otherwise.

How to Start a Return

To start a return or exchange, email aftersales@thesofttouch.shop and include:

• Your order number;
• The item(s) involved;
• Photos of any damage or defect, if applicable.

You can also send your request to support@thesofttouch.shop, and the primary support team will route it to the after-sales department. Once your request is received, the after-sales team will verify the order, review it against this policy, and issue a return label or provide clear return instructions. Returns are tracked, inspected on arrival, and the refund or replacement is confirmed after inspection.

Refunds

Once your return is received and inspected, the refund is issued to the original payment method used at checkout — credit card or PayPal.

If a product is confirmed not to be genuine, we offer a full refund or replacement at your choice, and we cover the return shipping cost for confirmed authenticity issues — even if the normal return window has passed — as long as you contact us within the published product support period.

Exchanges

Exchanges and replacements are coordinated by the after-sales team. If your item arrives damaged, incorrect, or defective, or if a quality issue is confirmed, we will arrange a replacement or refund. For confirmed authenticity issues, the choice between a full refund and a replacement is yours. The after-sales team also processes price adjustments when a valid request is made.

Shipping Fees

• Free shipping on orders over $45.00;
• Standard shipping is $8.00 per order.

For quality or authenticity claims accepted for review, we provide a prepaid return label. For confirmed authenticity issues, we cover the return shipping cost. For other return reasons, return shipping costs follow the instructions provided by the after-sales team when your return is approved.

Damaged, Incorrect, or Missing Items

When your order arrives, we encourage you to inspect the outer box for damage, note any issues on the carrier's delivery record, and compare the model number and accessories with your order confirmation. If anything is damaged or missing, take photos and contact us before using the item. If you suspect a safety defect, do not plug in or operate the product.

The after-sales department resolves issues with missing, damaged, or incorrect items and provides replacements, refunds, or other remedies as applicable.

Quality and Authenticity Review

We take product quality and authenticity seriously. Before a product goes live, our listing team compares the distributor's data sheet with the brand's official product literature, verifying model numbers, voltages, plug types, dimensions, weight, materials, and included accessories. If any information conflicts or is missing, the product is held until the supplier provides a corrected data sheet.

Every incoming shipment is checked against the purchase order and the approved distributor list. We open a sample of units and inspect for secure packaging, correct model labeling, and visible damage. Any pallet with signs of water damage, tampering, or incorrect carton labels is quarantined entirely and returned to the supplier before any unit can be sent to a customer.

What to include in your claim

To help us investigate quickly, email quality@thesofttouch.shop with:

• A clear statement of the issue and the product model;
• Photos of the outer packaging, labels, serial or batch number, and the item itself;
• Your order number or the email address used at checkout;
• Any communication you have had with the seller or manufacturer about the issue.

How the review works

• The quality assurance team opens a case and verifies the order details against the supplier invoice.
• Your photos and description are compared with brand-specific packaging and product indicators.
• If the evidence is inconclusive, we may ask you to return the item for physical examination, and we provide a prepaid return label when the issue is accepted for review.
• Questionable batches are reported to the distributor and, if necessary, to the brand.
• You receive a written decision with the offered remedy and the reason for the decision.

Our commitment to you

All products sold through this storefront are new, in their original packaging, and sourced from the authorized supply chain for the named brand. We actively investigate any claim that this commitment was not met. When the evidence supports your claim, we provide the remedy promptly. When the evidence is unclear, we give you the benefit of the doubt and offer a simple, respectful return process.

Safety-related issues are escalated to the operating company's management and the brand's quality contact within one business day. Cases that are beyond policy or require a supervisory decision are escalated to the customer experience manager within one business day.

Warranty

Warranty coverage follows the product information and support guidance provided for each item. Our sourcing records — including invoices showing the brand name, model number, quantity, and distributor identity — are kept for at least the duration of the applicable warranty period. If you need help with product setup or use, our primary support team provides initial troubleshooting.

Contact Us

Customer support is available by email. Our team is available Monday through Friday, 9:00 AM to 6:00 PM Central Time (CT). Emails sent outside this window are acknowledged automatically and answered on the next business day.

• General support: support@thesofttouch.shop — first response within one business day. Handles order status, payment, general account questions, order changes and cancellations before dispatch, returns and refunds coordination, and initial troubleshooting for product setup and use.
• After-sales: aftersales@thesofttouch.shop — first response within one business day. Handles cancellations, order changes, returns, exchanges, refunds, missing/damaged/incorrect items, price adjustments, and status updates on refunds and replacement orders.
• Quality assurance: quality@thesofttouch.shop — first response within two business days. Investigates product quality complaints, suspected defects, and authenticity concerns, and works with suppliers to correct batch or listing issues.

You can also reach the merchant by phone at +1 (512) 555-0199, or by mail at 1234 Serenity Lane, Suite 200, Austin, TX 78701, United States.

The Soft Touch is operated by Serenity Wellness Commerce LLC, a privately held limited liability company registered in the United States and the legal merchant of record for thesofttouch.shop. Serenity Wellness Commerce LLC is responsible for all commercial transactions, customer commitments, and regulatory compliance associated with this storefront.