Softseatbase (hereinafter referred to as “we”) is committed to providing high-quality seat cushions and a transparent shopping experience. This refund and return policy outlines the terms and conditions for order cancellation, returns, and refunds for customers in Europe and the United States.
Shipping, Delivery, and Shipping Time
All orders are processed and shipped directly from our factory in Italy.
Order Processing Time: Orders require 1 to 2 business days for internal processing, quality control, and packaging before shipment.
Shipping Time and Carriers: We work with premium priority logistics networks including DHL, FedEx, and UPS. Shipments to destinations within Europe and the United States typically take 5 to 9 business days (from the date of shipment).
Taxes and Fees: All orders are shipped on a Delivered Duty Paid (DDP) basis. All applicable import duties, customs duties, and local VAT/sales tax are included in the final purchase price. Customers do not need to pay any additional fees upon receipt.
Order Tracking: Tracking notifications will be automatically sent to the email address you provided at checkout after shipment, arrival at major logistics hubs, and local delivery deployment.
Delayed Delivery: If the shipment takes longer than the estimated standard transit time, we will initiate a formal investigation with the relevant carrier. Based on the verification results and the carrier’s investigation conclusion, we will provide a full refund or arrange for a replacement.
Right of Withdrawal (European Consumers)
According to the EU Consumer Rights Directive, consumers residing in Europe have a legal right to withdraw their purchase contract without giving a reason within 14 days.
Time Limit: The withdrawal period is 14 days from the date the consumer or a third party designated by the consumer (other than the carrier) takes actual possession of the goods.
Exercising the Right: To exercise the right of withdrawal, you must notify us of your decision by sending a clear statement to our customer support email chair@softseatbase.com.
Return Terms and Procedures
Customers in Europe and the USA must adhere to the following return procedures and conditions:
Return Address
All authorized returns must be sent to our central warehouse:
VIA SCAZZERI 3, BR 72021 Francavilla Fontana
(Returns applicable to customers in Europe and the USA)
General Return Requirements:
To qualify for a voluntary return or pickup, the item must be in its original condition, unused, unaltered, and sold in its original packaging.
Customers are responsible for arranging and bearing the direct shipping costs for returns. We strongly recommend using a trackable logistics service, as we will be unable to process refunds for items that fail to reach our designated warehouse.
Defective, Damaged, or Incorrect Items
If you receive a defective, physically damaged, or materially different item from what you ordered, please contact our support team immediately at chair@softseatbase.com with your order number and photographic evidence of the problem.
No Return Required: For verified manufacturing defects or shipping damage, customers do not need to return the damaged item.
Solution: After our photo verification is satisfactory, we will issue a full refund or arrange for a replacement, with no additional charges to the customer.
Refund Processing and Eligible Payment Methods
Once our facilities receive and inspect the return, or once photographic evidence of the defect is approved, we will notify you whether your refund request has been approved or rejected.
Approved refunds will be immediately credited to the original payment method used at checkout.
Supported Payment Methods: Financial transactions are settled through authorized payment mechanisms, limited to:
Credit/Debit Cards: Visa, Mastercard, American Express.
E-Wallets: Apple Pay, Google Pay.
Timeline: While refunds will be issued immediately from our system, fund availability depends on the processing time of your financial institution or card issuer.
Company and Contact Information
For all inquiries regarding modifications, returns, or refunds, please contact our administrative office:
Registered trade name: PARRI ANTONELLO
Address: VIA SCAZZERI 3, BR 72021 Francavilla Fontana
Email: chair@softseatbase.com
Phone number: +44 7446 315209