Refund policy
Returns & Exchanges
Returns
MySoftGoat charges a return shipping and handling fee. The fee is deducted when the return is processed for a refund. Our return shipping and handling fees are as follows: SEK: 59, NOK: 99, DKK: 59, EUR: 15, CHF: 15, GBP: 10, USD: 20: 20.
After purchasing a product from MySoftGoat, you have the right to return it within 30 days from the time the goods are shipped from our warehouse*. The condition for return is that the product must be in its original condition.
- The product must not be used
- The product has not been washed
- The product must not smell like perfume/cigarettes etc.
- The product must not be stained (perfume, cosmetic or deodorant stains)
- The original hangtag must be retained
Please take care when trying on garments at home, some garments are particularly fragile and it is your responsibility to ensure that the product is returned in good condition. Returns will be accepted at our discretion if this return policy is not adhered to.
*Please note that this policy does not apply to purchases of detergents or monogrammed products.
Return Procedure
To return a product, please register at www.cashmereseries.com. Enter the relevant order number and email address registered at the time of purchase. Follow the steps shown, making sure to enter all the information requested, and if necessary, you can update your contact information. Once the return registration is complete, a confirmation email will be sent to the email address you specified. The email will contain all further instructions on how to proceed with the return shipment.
Once we have received and approved your return, we will refund you the value of the returned product, which will be paid via your chosen payment method. We will usually process your return within 14 days of receiving the package at our warehouse. In some cases it may take up to 30 days. We will send you a notification email once the return has been completed. However, it may take a few days for you to see the transaction on your account. Any final billing charges are non-refundable.
When registering your return, you can choose to be reimbursed with a credit receipt, and then we'll add an additional 10% to the value and you'll be exempt from the restocking fee. If the return is approved, you will receive a code in your email that can be used as a credit receipt. Simply enter the code at checkout for your next purchase! Codes are valid for one year, online only. Purchases paid for with a voucher cannot be re-registered to continue to increase. The value of the voucher is the same as before, but does not extend the validity period.
Unreasonable returns
MySoftGoat reserves the right to cancel orders and deactivate accounts if we discover an unusual pattern of returns from the same customer. For example, an unusual return pattern may mean that a customer has ordered and returned an unusually large number of products. If this happens to you and you believe we have made a mistake, please contact our customer service department at terry@cnccx.com so that we can review and reassess the decision.
Exchange Program
If you would like to exchange your item for a different size, we offer a free exchange program. Please allow 14 days from your normal order date for exchanges. As long as the garment is in its original condition and adheres to our return policy, we will ship you a new order within 1-3 days of receiving and approving the return.
If you would like to exchange for another item, we recommend that you return the item and then repurchase.
Defective and/or incorrectly supplied products
All merchandise should be in flawless condition at the time of delivery. If you receive a defective or incorrectly supplied product, you are entitled to a new/correct product. In this case, please contact Customer Service as soon as possible, but no later than 14 days after receipt of your order. We will contact you with further information and a returns form. Please make sure to return the product in unused condition. Products supplied in error should be returned unused.
Please note: Before returning incorrectly supplied or damaged products, you must contact our Customer Support Department to report the problem.
Complaints
The right to file a consumer complaint applies only to defective products. If necessary, please indicate the order number in question and the e-mail address registered at the time of purchase. Please follow the steps shown and be sure to enter all the information requested. Once your problem has been registered and viewed, we will contact you with further information. Please note that defects caused by the consumer (such as wear and tear or accidents) will not be accepted as a claim.
In the event of a dispute, we notify you that, as a customer, you may file a complaint with one of the organizations listed on the European Commission's online dispute resolution website (https://ec.europa.eu).