Refund policy
Returns and refunds
Cancelling an order
You can cancel your order free of charge until it has been shipped. Write to info.softwake@libero.it with your order number as soon as possible.
Right of withdrawal
If you are a consumer in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To do so, write to info.softwake@libero.it with your order number, and we will tell you how to send the product back.
Conditions for returns
- Return shipping costs are at your expense.
- The product must be unused, with all its parts, and in its original packaging.
- If the product shows signs of use beyond what is needed to check it, we may reduce the refund to reflect the loss in value.
Hygiene products
SoftWake nasal strips and mouth strips are hygiene products. For health and hygiene reasons, packs that have been opened cannot be returned. Sealed, unopened packs can be returned within the 14-day withdrawal period.
Refunds
Once we have received the returned product, we refund the amount paid using the same payment method you used for the order.
Damaged or faulty products
If your order arrives damaged, has a manufacturing defect or does not work, write to info.softwake@libero.it with your order number and a few photos, and we will help you with a replacement or a refund. Under consumer law you are also entitled to the legal guarantee of conformity of at least two years.