Refund & Return Policy
Last updated: November 2, 2026
We want you to love your Soft Peony order. If something isn't right, this policy explains exactly what we can do and how to ask for it. To start a request, use our Request a Refund form or email support@softpeony.com. We reply within 24 hours, 7 days a week.
Please don't ship anything back without talking to us first. Most cases are solved without returning the item. If a return is agreed, we'll email you the return address and instructions — packages sent without them can't be processed.
At a glance
| Situation | Contact us within | What we offer |
|---|---|---|
| Arrived damaged, leaking or broken | 7 days of delivery | Free replacement or full refund — you keep the item |
| Wrong or missing item | 7 days of delivery | Free replacement or full refund — you keep the item |
| Device not working (defect) | 7 days of delivery, then under warranty | Free replacement or full refund |
| Order never arrived | See our Shipping Policy | Reshipment or full refund |
| Changed my mind / not what I expected | 30 days of delivery | Contact us — we review each request and reply with the options available |
| Skin reaction | 30 days of delivery | Contact us — reviewed case by case |
| Cancel before dispatch | Any time before the order ships | Full refund |
1. Deadline
You have 30 days from the delivery date to contact us about your order. For damaged, defective or wrong items, please contact us within 7 days of delivery. Requests made more than 30 days after delivery cannot be processed.
2. Damaged, defective or wrong items
If your order arrives damaged, leaking, defective, incomplete or different from what you ordered, send us your order number and clear photos (or a short video) of the item and the packaging. Once confirmed, we'll send a free replacement or, if you prefer, a full refund of the affected item. You keep what arrived — there's nothing to send back.
3. Change of mind
If the product isn't what you expected, contact us within 30 days of delivery through our Request a Refund form or by email, with your order number and the reason for your request. Our team will review it and reply with the options available for your order.
If a return is agreed, the item must be unused and in its original packaging (unopened for skincare and body care). Return shipping is arranged and paid by you, and international transit usually takes 30 to 60 days. We'll email you the return address and instructions — please don't ship before receiving them. Refunds for returned items are issued once the item reaches us and passes inspection. Original shipping charges are not refunded.
4. Skin reactions
Everyone's skin is different, so we recommend a patch test before using any new product. If you experience irritation, stop using the product right away and consult a healthcare professional if needed. Contact us within 30 days of delivery with photos of the product (including the batch/lot code) and we'll review your case individually.
5. Device warranty
Our beauty devices are covered by a 3-month limited warranty against manufacturing defects under normal use, starting on the delivery date. If a device stops working because of a defect, we'll send a replacement or refund it. The warranty does not cover accidents, misuse, water damage beyond the product's rating, unauthorized repairs, or normal wear (such as battery capacity loss over time). To make a claim, send us your order number and a short video showing the issue.
6. Non-refundable
- Gift cards
- Shipping Protection (it is used once the order ships)
- Return shipping costs for change-of-mind returns
- Requests made more than 30 days after delivery
7. How to request a refund
- Fill out the Request a Refund form (or email us) with your order number, the email used at checkout, the reason and photos when relevant.
- We review every request within 2 business days and reply by email with your options.
- Once you confirm the solution, we send the replacement, process your refund, or send you the return instructions.
8. How refunds are paid
Refunds are issued to your original payment method within 3–5 business days after you accept the amount (or, for returns, after the item passes inspection). Your bank or card issuer may take an additional 5–10 business days to show it. If you still don't see it 15 business days after our confirmation, email us and we'll send you a refund confirmation to share with your bank.
9. Order cancellation
You can cancel your order for a full refund any time before it is dispatched. If your order is not shipped within the time stated in our Shipping Policy, you can cancel it for a full refund at any point.
10. Exchanges
We don't offer direct exchanges. If you'd like a different product, simply place a new order and email us about the original — we'll settle it separately under this policy.
11. Chargebacks
Please contact us before opening a dispute with your bank. We resolve most cases within a few days, and a chargeback filed first can actually delay getting your money back.
Contact
Email support@softpeony.com or visit our Contact page. We answer every email within 24 hours, 7 days a week.