Customer care
We carefully inspect every order before dispatch and aim to deliver each SoftNest product in good condition.
Please contact SoftNest within three calendar days of receiving a damaged, defective, or incorrect item so we can investigate promptly.
Contact SoftNest when your product arrives damaged, has a manufacturing defect, is different from what you ordered, or materially differs from the description or agreed specifications.
The three-day reporting period helps us investigate delivery-related damage quickly. It does not limit rights that cannot legally be excluded under applicable Lebanese law.
Send your full name, order number, a clear description of the issue, and clear photos or videos showing the product, packaging, and problem.
After reviewing the request, SoftNest may provide a replacement, exchange, repair where reasonably available, or a refund for the affected product.
The appropriate resolution depends on the issue, product availability, and applicable consumer-protection requirements.
SoftNest does not normally accept returns or refunds when a customer changes their mind, no longer wants the product, orders the wrong item, uses the product incorrectly, or causes accidental damage.
Opened or used personal-care products are not normally returnable for hygiene reasons unless they are defective, incorrect, unsafe, or return is otherwise required by law.
Stop using a product after discovering possible damage or a defect. Keep the product, accessories, manuals, packaging, and included components together while the request is reviewed.
Claims involving missing parts, unreasonable damage, or evidence of misuse may be rejected except where applicable law requires otherwise.
SoftNest products are not waterproof or water-resistant unless a product page expressly states otherwise.
Do not immerse the electrical body, charging port, or internal components in water. Damage caused by water exposure, improper cleaning, or use contrary to instructions is not covered unless the product itself was defective.
Orders may be cancelled before dispatch by contacting SoftNest through WhatsApp. Once an order has been dispatched, cancellation may no longer be possible.
Delivery-related costs may apply when an order is refused without a valid product issue.
Standard delivery costs $4. Orders above $50 qualify for free delivery when the offer applies.
Original delivery charges are not normally refundable for change-of-mind requests. For confirmed damaged, defective, or incorrect products, SoftNest will provide the legally appropriate resolution and explain whether delivery-related costs are included.
Approved refunds will be issued using a method agreed upon between SoftNest and the customer.
Because orders are paid by cash on delivery, SoftNest may request the information needed to complete the refund through an available payment or transfer method. Processing time depends on the selected method and provider.
SoftNest does not provide a separate voluntary commercial warranty unless one is expressly stated on the relevant product page.
This does not remove or reduce mandatory rights or legal guarantees available under applicable law.
Need help with an order?
Include your order number and clear photos or videos of the issue.