Last updated: November 20, 2025

Thank you for shopping at https://www.softlockmart.com/. We want you to be completely satisfied with your purchase. However, due to the highly personal and intimate nature of our products, our return policy is strict regarding hygiene and customer safety.

1. General Return Eligibility (Hygiene & Safety)

For safety and hygiene reasons, we do not accept returns or exchanges for any sexual wellness, personal care, or intimate items that have been opened, used, or removed from their original sealed packaging.

A product may only be eligible for return if:

1. It is demonstrably damaged or defective upon arrival due to manufacturing or shipping errors.
2. It is the incorrect item received (e.g., wrong model, size, or color).
3. The item is unused, unopened, and still in its original, sealed packaging in a resalable condition.

2. Timeframe for Returns

You have 7 calendar days from the date you received your item to initiate a return request based on the eligibility criteria above.

3. How to Request a Return

To request a return, please contact us immediately with the following information:

• Your Order Number.
• The Name of the item(s) you wish to return.
• Detailed reason for the return (e.g., “Defective,” “Wrong Item,” “Unopened”).
• Mandatory: Clear photographs or video evidence demonstrating the defect, damage, or unopened condition of the product and its packaging.

Contact Email: musavvir23@gmail.com

4. Return Shipping

• If the return is approved due to damage, defect, or incorrect item, we will provide a pre-paid shipping label for the return.
• If the return is approved for an unused, unopened item, the customer is responsible for the return shipping costs. We highly recommend using a trackable shipping service.

5. Inspection and Processing

Upon receiving the returned item, we will inspect it thoroughly to verify the reported issue (defect/damage) or to confirm that the item remains unused and sealed.

• If the product is found to be used, opened, or in non-resalable condition (outside of verified damage/defect), no refund or exchange will be issued, and the item will not be sent back to the customer.
• If the inspection confirms the eligibility criteria, we will process a refund or send a replacement, as requested.

6. Exchanges

Due to inventory management, we typically process returns as refunds. If you require an exchange (e.g., for an incorrect size or color), please follow the return procedure for a refund and place a new order for the desired item.