Fast delivery to Europe | Shipped from Singapore warehouse

Return & Refund Policy

1. Overview

This Return & Refund Policy applies to all purchases made through www.softloomcover.com. Softloomcover is a brand proudly operated by UNITED LINEN MANUFACTURING AND SUPPLIES PRIVATE LTD. (Registration No. 202101394K).

  • Company Address: 8 Gul Street 3, Singapore 629265
  • Customer Support Email: cotton@softloomcover.com
  • Telephone Contact: +65 68635023

By placing an order through our website, customers acknowledge and agree to the comprehensive terms set out in this Return & Refund Policy.

2. Right of Withdrawal for European Customers

In strict accordance with European Union consumer protection regulations, customers located within the European Union have the legal right to exercise their Right of Withdrawal within 14 days from the exact date on which the goods are physically received.

  • Notification: To validly exercise this right, customers must formally notify Softloomcover via email at cotton@softloomcover.com before the 14-day withdrawal period expires.
  • Return Timeline: Following your email notification, the returned products must be dispatched back to us within 14 calendar days.
  • Product Condition: Returned products must be unused, unwashed, and returned in substantially the same pristine condition in which they were originally received, together with all original accompanying packaging and items.

3. Return Address

For customers located in Europe, all authorized returned items should be securely directed to the following corporate facility:

UNITED LINEN MANUFACTURING AND SUPPLIES PRIVATE LTD. 8 Gul Street 3, Singapore 629265

Note: Customers are highly encouraged to contact our customer support team prior to returning any item so that precise return logistics instructions can be smoothly provided.

4. Damaged, Defective, or Incorrect Items

If a product arrives damaged during transit, defective in manufacturing, or materially different from the item actually ordered, customers should contact us via email within a reasonable timeframe following delivery.

  • Contact Email: cotton@softloomcover.com
  • Required Documentation: Please provide clear photographs showing the objective condition of the product and, where applicable, the carrier packaging.

Upon review of the photographic information provided, an appropriate resolution will be promptly offered. Depending on the verified circumstances, this will include:

  1. A priority replacement item;
  2. A full refund; or
  3. Another suitable remedy fully consistent with applicable mandatory consumer protection laws.

For approved claims involving damaged or defective products, physical return of the affected item will generally not be required where the photographic evidence is sufficient to finalize the claim.

5. Refund Eligibility

Refunds are actively processed and issued in the following verified situations:

  • The customer validly exercises their Right of Withdrawal within the statutory 14-day period;
  • The item officially arrives damaged or defective;
  • An incorrect item is received due to a fulfillment error;
  • The shipment is officially confirmed as lost following a formal carrier investigation;
  • A critical delivery issue cannot reasonably be resolved after an extensive review.

Each refund request will be handled and reviewed fairly on the basis of available verification information and individual order circumstances.

6. Delivery Delays and Lost Shipments

Softloomcover partners exclusively with established international carriers, including DHL, FedEx, UPS, and comparable priority premium delivery services. Orders are generally processed within 1–3 business days, and delivery to European destinations generally takes approximately 5–9 business days following dispatch. Customers receive detailed automated tracking notifications at all key carrier stages.

If an order heavily exceeds the standard delivery timeframe, customers should contact our support team immediately. We will initiate a formal investigation with the relevant carrier to determine the precise shipment status.

Following a thorough review of the carrier findings, an appropriate resolution will be offered. Depending on the objective circumstances of the shipment, this will include a priority replacement shipment or a full refund if the package is deemed unrecoverable.

7. Secure Refund Method

Approved refunds will be issued exclusively and directly to the original payment method used for the initial purchase. Refunds are seamlessly returned through:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Other supported electronic wallet payment methods utilized during checkout.

In accordance with standard anti-money laundering (AML) regulations and Stripe safety protocols, refunds cannot be redirected to an alternative payment card or alternative account.

8. Refund Processing Time

Once a refund has been officially approved by our team, the systemic processing will be initiated promptly. The exact time required for the funds to reflect in the customer’s personal account balance varies depending on the card issuer, financial institution, or payment service provider associated with the original payment method.

9. Customer Responsibilities

To ensure an efficient and successful return or refund process, customers are expected to:

  • Provide accurate, true order information and reference numbers;
  • Provide reasonable supporting documentation or photographs where requested;
  • Follow the exact return shipping instructions supplied by customer support;
  • Ensure returned cotton/linen items are appropriately and safely packaged for return transit.

10. Mandatory Statutory Rights

Nothing in this Return & Refund Policy limits, restricts, or excludes any legal rights that customers may possess under mandatory consumer protection legislation applicable within their specific country of residence. Where local consumer protection laws provide overarching consumer rights that cannot be waived or restricted, those mandatory legal provisions shall continue to fully apply.

11. Contact Information

For any return, refund, or exchange enquiries, please contact us directly:

  • Legal Entity: UNITED LINEN MANUFACTURING AND SUPPLIES PRIVATE LTD.
  • Corporate Address: 8 Gul Street 3, Singapore 629265
  • Customer Support Email: cotton@softloomcover.com
  • Telephone Contact: +65 68635023
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