Return Policy

Return Policy – Softhue

At Softhue, we want you to feel confident when placing an order. Below you’ll find how returns and refunds are handled in line with EU consumer regulations.

1. Right of Withdrawal (EU Customers)

If you are purchasing as a consumer within the European Union, you have the right to cancel your order within 30 days of receiving your item, without giving a reason.

To exercise this right, you must notify us by email at:
info@softhue.nl

2. Returning an Item

After notifying us, you have an additional 14 days to return the product.

To be eligible for a return:

• The item must be unused and in its original condition
• The item must be returned in its original packaging
• The item must not be damaged due to improper handling

You are only responsible for any reduction in value if the item has been handled beyond what is necessary to inspect it.

3. Return Process

To start a return:

1. Email us at info@softhue.nl
2. Include your order number and reason for return
3. You will receive return instructions

Items sent back without prior contact may not be accepted.

4. Refunds

Once we receive and inspect your return:

• You will be notified of approval or rejection
• If approved, your refund will be processed within 30 days
• Refunds are issued to the original payment method

We may withhold the refund until we receive the returned item or proof of return.

5. Return Shipping Costs

• Return shipping costs are the responsibility of the customer
• If the item is defective, damaged, or incorrect, we will cover the return or provide a replacement

We recommend using a trackable shipping method.

6. Damaged or Incorrect Items

If your order arrives damaged or incorrect:

• Contact us within 48 hours of delivery
• Include clear photos of the item and packaging

We will assess the situation and provide a replacement or appropriate solution.

7. Custom & Personalized Products

Custom-made or personalized posters are excluded from the right of withdrawal.

Because these items are produced specifically for you:

• They cannot be canceled once production has started
• They cannot be returned or refunded unless defective

Please double-check your custom order before placing it.

8. Exchanges

We do not offer direct exchanges.

If you would like a different product:

• Return the original item (if eligible)
• Place a new order

9. Non-Returnable Situations

We reserve the right to refuse returns if:

• Items are used or damaged by the customer
• Items are returned without prior communication
• The return is outside the allowed timeframe

10. Changes to This Policy

We may update this Refund Policy from time to time.
The most recent version will always be available on this page.

11. Contact

For any questions regarding returns or refunds:

info@softhue.nl