Refund policy

Your Right of Withdrawal

In accordance with Article L221-18 of the French Consumer Code, you have the right to withdraw from your purchase within 14 days without giving any reason. This period begins the day after you, or a third party designated by you (other than the carrier), physically receive the goods.

How to Exercise Your Right

To exercise your right of withdrawal, you must notify us of your decision by a clear and unambiguous statement before the 14-day period expires. The simplest way is to email us at info@softlinenliving.my with your order number and a brief statement that you wish to return the item.

Simply sending the goods back without prior notification does not constitute a valid withdrawal and may delay your refund.

You may use the standard withdrawal form included at the bottom of this policy, but it is not mandatory.

Return Shipping Costs

You, the customer, are responsible for the direct cost of returning the goods. We recommend using a tracked shipping service and keeping your proof of postage, as we cannot be held responsible for items lost or damaged in transit during the return journey. If you choose to use a carrier that does not provide tracking, we cannot confirm receipt and your refund may be delayed.

Return Conditions

Goods must be returned without undue delay and no later than 14 days after you notify us of your withdrawal. Items must be:

  • Unused and in the same condition as you received them

  • In their original packaging, with all tags, labels, and accessories intact

  • Accompanied by proof of purchase (order number or receipt)

We reserve the right to refuse a refund if the returned item shows signs of use beyond what is necessary to establish its nature, characteristics, and functioning.

Refund Timeline

Once we receive the returned goods, or once you provide us with proof of shipment (whichever occurs first), we will process your refund within 1–2 business days. The refund will be issued using the same payment method you used for the original transaction.

Please note that while we initiate the refund within 1–2 business days, your bank or payment provider may require an additional up to 8 business days to make the funds visible in your account. This delay is entirely dependent on your bank and is outside our control.

What Is Refunded

We will refund the full amount you paid, including the original delivery costs where applicable. If you chose a delivery method more expensive than our standard free shipping, we are only required to refund the equivalent of the standard shipping cost, which is zero in our case.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Sealed goods that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection

  • Goods made to your specifications or clearly personalised

  • Goods that have been inseparably mixed with other items after delivery

Faulty or Non-Conforming Goods

If you receive a product that is faulty, damaged, or does not match your order, this is covered by our legal guarantees (see Terms of Service) and not by the right of withdrawal. In such cases, return shipping costs are borne by us. Please contact us at info@softlinenliving.my with photographs of the issue, and we will arrange a replacement, repair, or full refund at no cost to you.

Standard Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

To: Softlinenliving, 4 Avenue Millet, 44000 Nantes, France
Email: info@softlinenliving.my

I hereby give notice that I withdraw from my contract of sale of the following goods:

Order reference: ______________________
Ordered on: ______________________
Received on: ______________________

Name of consumer: ______________________
Address of consumer: ______________________

Signature of consumer (only if this form is notified on paper): ______________________
Date: ______________________