Return & Cancellation Policy

Final Sale
All Softside merchandise is printed on demand, meaning that our merchandise is only created once we receive an order. We do not hold or throw out any excess inventory. This production method reduces the amount of fabric waste that is typically seen with conventional manufacturing. However, it also means that we do not have extra items available to make exchanges.

Therefore, our company policy is that, with the exception of specific circumstances where applicable below, orders are considered final sale.

Please note: Some shipments outside of the U.S. may incur additional processing or customs charges upon arrival. The fee varies depending on the order value, country limits, and other factors based on the item itself. These charges are out of our control and the responsibility of the customer. If you have any questions regarding potential import duties, please check with your local customs office.

Order Cancellation
Contact us immediately at hello@softsidemerch.com with your full name, order number, and item(s) you need to cancel. Please be aware that if the item(s) has already been shipped out, we cannot cancel it and the order will be considered final sale.

Specific Issues & Circumstances

• Misprinted, damaged, or defective products: submit your claim to hello@softsidemerch.com within 21 days after your delivery date and we will do our best to sort out and correct the issue. Please include your full name, order number, and photos and a description of the misprinted, damaged or defective product in your claim for assessment.
• Lost in transit: submit your claim to hello@softsidemerch.com within 21 days after the estimated delivery date and we will do our best to sort out and correct the issue. Please include your full name and order number in your claim.
• Stolen packages: we are unable to refund or reship stolen packages. Please report any stolen packages to the delivery service or contact your local authorities.
• Incorrect or insufficient shipping address: if you provide an incorrect or insufficient address that cannot be delivered by the courier, or if the shipment goes unclaimed, the order will be returned to our production partner’s facility. Once we have confirmed an updated address, you will be responsible for reshipment costs.
• Exchanges: we do not handle exchanges or size swaps.
• Buyer’s remorse (change of mind): we do not refund orders for buyer’s remorse except for customers residing in Brazil.

• Customers in Brazil must contact us at hello@softsidemerch.com and express their will to return the item within 7 consecutive days after receiving it, providing a photo of the item. The withdrawal request will be assessed to verify whether the product was used or damaged, even if partial. In these cases, we cannot offer a refund.

• EU & UK consumers: EU & UK consumers’ rights of withdrawal are not provided for customized items and/or items that may be difficult to be resold by the seller. Softside sells products bearing specific names, trademarks, designs, and other intellectual property owned and controlled by our platform partners. Softside does not control how long an item may be listed for purchase, as that decision is solely determined by platform partners. The respective IP rights holder may remove an item from the Softside platform at any time at their sole discretion and we cannot resell items without their permission. Due to this resale difficulty, we reserve the right to refuse EU/UK cancellations, unless an item is verified to be misprinted, damaged, defective, or bearing Softside-specific IP only (i.e. Softside logo or name only). In such a case where a EU or UK customer would like to request a cancellation for an item that contains Softside-specific IP only, such customer may email Softside with their name and order number at hello@softsidemerch.com within fourteen (14) days of an item’s delivery date. Item must be unused, in new condition, and in its original packaging. Customers are responsible for any shipping costs of the returned order (unless the return is due to misprinting/damage), or may opt to donate the item to a local charity shop instead.

Contact

Please reach out to us at hello@softsidemerch.com to get in touch with us regarding any questions or issues.

Last updated: October 2025