Refund-Policy

At Softviely, we strive to deliver a pleasant and worry-free shopping experience for all your home-use drinkware products. Softviely is owned and operated by Dongguan Yuhang Information Technology Co., Ltd. This policy outlines our official guidelines for return requests, damage handling, and refund procedures.

1. Return Window

We accept eligible return requests submitted within 30 calendar days after customers receive their packages for Softviely home-use drinkware products.

2. Eligibility

All returned water cup and home drinkware items must be unused and kept in original condition, along with intact original packaging, labels, and full sets of accessories to maintain health and safety standards. Valid order or purchase proof is required to process your return. Custom-made drinkware, gift cards, and final-sale items cannot be returned or exchanged, except when local mandatory laws require otherwise.

3. How to Start a Return & Return Address

Prior to sending goods back, please email service@softviely.com with your order number and specify which home drinkware items you wish to return.

  • Important Note: Please do not send your return directly to our business registration address in Dongguan. Our support team will respond by email with full return instructions and the appropriate return warehouse address.

4. Return Shipping Costs

  • Preference-based Returns: Customers are responsible for covering return shipping costs for voluntary or preference-based returns. Original delivery charges are non-refundable.

  • Damaged or Defective Items: If the problem arises from our side—including damaged, defective, or wrongly dispatched goods—Dongguan Yuhang Information Technology Co., Ltd. will bear the corresponding return shipping expenses and provide a proper resolution at no additional cost to you.

5. Damage or Order Issues

Please examine your items upon parcel arrival. If your water cups arrive damaged, defective, or you receive incorrect goods, please contact us promptly and attach clear photos for verification, so we can assess and resolve your case efficiently.

6. Refunds & Processing Time

Once your returned package is delivered and inspected by our warehouse, approved refunds will be issued to your original payment method within 5–10 business days. Original delivery charges and return shipping costs will not be refunded, unless the problem arises from our side or local applicable laws make different provisions.

7. Company & Contact Information

If you have any questions or need further assistance regarding returns and refunds, please reach out to our team:

  • Brand Name: Softviely

  • Legal Company Name: Dongguan Yuhang Information Technology Co., Ltd.

  • Customer Support Email: service@softviely.com

  • Registered Address: Unit 02, Room 406, Building 4, No.2 Yiran Road, Songshan Lake Park, Dongguan City, Guangdong Province, China