Refund policy

Soft Story 退換貨政策：

1）除非產品有品質問題，我們不提供退款或換貨服務。

2）請理解因個人喜好或預期效果不符等主觀因素情況，很抱歉我們無法退還或換貨。

3）天然成分可能引起敏感反應，我們無法保證產品不含顧客身體或皮膚的過敏源。請在購買前仔細閱讀完整成分列表並進行皮膚測試。如有敏感情況，請立即停止使用。

4）若收到錯誤商品，請在收到貨物後的7天內聯繫我們（WhatsApp - 66053972），並提供訂單號碼和有問題商品的照片。我們的客戶服務團隊將盡快處理您的請求。如果收到錯誤商品，我們將安排退換貨，所有運費將由我們承擔。對於給您帶來的不便，我們深表歉意。

5) 請注意，如果顧客收到商品後未在指定時間內報告任何問題或繼續使用該產品，將被視為接受產品的狀態。我們不接受任何已開封並有明顯使用痕跡的商品退換。請在使用前仔細檢查商品，確認其狀態符合您的期望。

6) 如果商品在運送過程中受損，顧客必須在收到包裹後的24小時內通知客戶服務和快遞公司，並提供清晰的照片以供記錄和處理。逾時通知將不予受理。如果外包裝在收到時顯示明顯損壞或滲漏，請拒絕簽收包裹並退回給快遞公司。

7) 在任何爭議情況下，Soft Story 將保留最終決定權。本退換貨政策的條款和細則以中文版本為最終訂案和標準。

Soft Story Return and Exchange Policy:

1) We do not offer refunds or exchanges unless the product has quality issues.

2) We apologize, but we cannot provide refunds or exchanges for personal preferences or if the product does not meet your expected results.

3) Natural ingredients may cause sensitivities, and we cannot guarantee that the product is free from unknown allergens. For sensitive skin, please carefully read the complete ingredient list and perform a patch test before purchasing. If any sensitivity occurs, please discontinue use immediately.

4) If you receive the wrong product, please contact us within 7 days of receiving the shipment (WhatsApp - 66053972) and provide the order number and photos of the problematic item. Our customer service team will handle your request as soon as possible. In the case of receiving the wrong product, we will arrange for a return or exchange, and all shipping fees will be covered by us. We apologize for any inconvenience caused.

5) Please note that if customers do not report any issues or continue to use the product within the specified time after receiving it, it will be considered as acceptance of the product's condition. We do not accept returns or exchanges for any opened or visibly used items. Please carefully inspect the product before use to ensure its condition meets your expectations.

6) If the product is damaged during shipping, customers must notify customer service and the courier company within 24 hours of receiving the package and provide clear photos for documentation and resolution. Late notifications will not be accepted. If the outer packaging shows obvious damage or leakage upon receipt, please refuse to sign for the package and return it to the courier company.

7) In any dispute, Soft Story reserves the right to make the final decision. The terms and conditions of this return and exchange policy are based on the Chinese version as the final draft and standard.