Return and Refund Policy

At Softviely, we strive to deliver a pleasant and worry-free shopping experience for all your home drinkware and household water cup purchases. Softviely is owned and operated by Dongguan Yuhang Information Technology Co., Ltd. This Return & Refund Policy outlines our official guidelines for return requests, damage handling, and refund procedures for all Softviely home lifestyle products.

1. Return Window

Customers are eligible to submit return requests within 30 calendar days after receiving their orders. To be approved for return, all water cup and home drinkware items must be brand new, unused, unblemished, and kept in original factory packaging with all accessories intact. A valid purchase record is required for processing. Any returns sent without prior customer service confirmation will not be accepted.

2. Non-Returnable Items

For hygiene reasons, customized engraved drinkware, personalized custom-made products, all final-sale clearance items, and store gift cards are non-returnable and non-exchangeable. This rule only excludes products that arrive defective, damaged during transit, or cases required by local consumer protection laws.

3. How to Request a Return & Return Address

To initiate a return, please contact our support team at service@softviely.com with your order number, reason for return, and clear photos or videos where relevant.

  • Important Note: Please do not send your return directly to our business registration address in Dongguan. Once your return request is approved, our customer support team will provide the appropriate return warehouse address and step-by-step return instructions.

4. Return Shipping Costs

  • Preference-based Returns: Customers are responsible for covering return shipping fees for voluntary, non-defective returns (e.g., change of mind). The original outbound shipping cost is non-refundable.

  • Damaged or Defective Items: In cases of product damage, factory defects, or shipping errors caused by our team, Dongguan Yuhang Information Technology Co., Ltd. will bear the corresponding return shipping expenses and provide a prompt replacement or refund at no additional cost to you.

  • We highly recommend using a trackable shipping method for returned parcels, as customers remain responsible for package safety until our warehouse successfully receives and signs for the goods.

5. Damaged, Incorrect, or Missing Items Upon Delivery

Kindly inspect your home drinkware products immediately upon package delivery. If you receive damaged, defective, flawed, or incorrect items, or suffer from missing goods, please contact our support team promptly with your order number and clear visual materials. Our team will review your case thoroughly and offer a suitable solution, including replacement, full or partial refund, or other reasonable remedies.

6. Refund Processing Time

Once our warehouse receives and completes quality inspection of your returned items, approved refunds will be processed and issued to your original payment method within 5–10 business days. In accordance with legal regulations, we reserve the right to deduct compensation for product value loss caused by improper use, damage, or excessive handling during customer possession.

7. Contact & Corporate Information

If you need support with returns, refunds, or after-sales issues for home drinkware products, please email our team at service@softviely.com with your order number, detailed request reason, and supporting visual materials.

This return policy does not override or restrict your statutory consumer rights protected by applicable local laws and regulations.

  • 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