Refund Policy

At Soft Touch Plush, customer satisfaction is important to us. We want you to feel confident when purchasing our bath towels and face towels. If you are not completely satisfied with your purchase, our refund policy explains the options available to you.

This Refund Policy applies to purchases made through the Soft Touch Plush online store and should be read together with our Terms and Conditions.

1. Right of Withdrawal

If you are a consumer purchasing from Spain or another applicable European Union country, you generally have the right to withdraw from your purchase within 14 calendar days without providing a reason.

The withdrawal period begins on the day you, or a third party designated by you other than the carrier, receives the goods.

To exercise this right, you should contact us with a clear statement that you wish to cancel or withdraw from your purchase before the applicable withdrawal period expires.

2. Returns After Withdrawal

After notifying us of your decision to withdraw, you should return the applicable products to us without undue delay and, where applicable, within 14 calendar days from the date on which you communicated your withdrawal.

Returned products should be adequately packaged to prevent damage during transportation.

Where legally permitted, customers may be responsible for the direct cost of returning products when exercising the right of withdrawal. We will provide appropriate return instructions when you contact us.

3. Condition of Returned Products

For hygiene and product-quality reasons, we ask that returned towels be in their original condition whenever possible.

Customers may handle products to the extent necessary to establish their nature, characteristics, and functioning. However, if products have been used or handled beyond what is reasonably necessary for inspection, and their value has consequently decreased, we may be entitled to make an appropriate deduction from the refund where permitted by applicable law.

Products that have been washed, significantly soiled, damaged, altered, or otherwise used beyond reasonable inspection may not qualify for a full refund, subject to your statutory rights.

4. Hygiene-Related Exceptions

Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies, particularly where goods are sealed for hygiene or health-protection reasons and have been unsealed after delivery.

Any such exception will only apply where permitted by applicable law.

Nothing in this policy is intended to limit mandatory consumer rights.

5. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from the product you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Photographs showing the product and, where relevant, the packaging

• Any other information reasonably required to investigate the issue

We will review the situation and provide an appropriate solution in accordance with applicable consumer protection law. Depending on the circumstances, this may include a replacement, repair where applicable, price reduction, refund, or another legally available remedy.

6. Refunds

Once we receive and inspect a returned product, we will process any approved refund without undue delay.

Where you exercise a valid statutory right of withdrawal, refunds will generally include the payments received from you for the returned goods, including applicable standard delivery charges, subject to the conditions and exceptions established by applicable law.

Where a customer selected a more expensive delivery method than the least expensive standard delivery option we offer, the additional cost may not be refundable where permitted by law.

7. Refund Method

Refunds will normally be issued using the same payment method used for the original transaction, unless you expressly agree to another method and the alternative does not result in additional costs to you.

We will not charge a separate fee for processing a refund.

8. Timing of Refunds

We aim to process approved refunds promptly.

For statutory withdrawals, we may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

The time required for the refunded amount to appear in your account may also depend on your bank, card issuer, payment provider, or other payment service.

9. Shipping Costs for Returns

Unless otherwise required by applicable law, customers exercising a voluntary return option outside their statutory rights may be responsible for return shipping costs.

For defective, damaged, or incorrectly supplied products, Soft Touch Plush will handle return shipping costs in accordance with applicable law and the circumstances of the case.

We recommend using a trackable shipping service when returning products. We cannot be responsible for a return that is lost in transit when the customer has not retained appropriate proof of shipment.

10. Exchanges

If you would like to exchange a towel for another size, color, style, or product, please contact us before sending the item back.

Depending on product availability and applicable consumer rights, we may offer an exchange or recommend returning the original product and placing a new order.

11. Order Cancellations

If you wish to cancel an order before it has been shipped, please contact us as soon as possible with your order number.

We will make reasonable efforts to stop the order before dispatch. However, once an order has been processed or shipped, cancellation may no longer be possible. In that situation, you may use the applicable return or withdrawal procedure.

12. Promotional and Discounted Items

Discounted or promotional products remain subject to applicable statutory consumer rights.

A sale price does not remove or reduce any mandatory legal rights you may have concerning defective, damaged, incorrectly supplied, or otherwise non-conforming goods.

Additional promotional return conditions, where applicable, will be clearly communicated at the time of purchase.

13. Gift Purchases

If a product was purchased as a gift, any refund will generally be issued to the original purchaser and through the original payment method, unless applicable law or another arrangement requires otherwise.

14. Non-Returnable Situations

Subject to mandatory statutory rights, a refund may not be available where:

• The product has been intentionally damaged.

• The product has been altered or modified after delivery.

• The product has been washed or substantially used when it was intended to be returned unused.

• The product has been damaged through improper care or use.

• The customer cannot provide sufficient information to identify the applicable order.

• An applicable legal exception to the right of withdrawal applies.

These limitations do not affect statutory rights relating to defective or non-conforming products.

15. Consumer Legal Rights

This Refund Policy does not affect any mandatory rights available to consumers under Spanish or applicable European Union law.

Where applicable, consumers retain their statutory rights concerning conformity, defective products, withdrawal, refunds, guarantees, and other consumer protections.

If there is a conflict between this policy and a mandatory consumer protection requirement, the applicable legal requirement will prevail.

16. How to Request a Refund or Return

To request a return, withdrawal, refund, or assistance with a defective or incorrect product, please contact Soft Touch Plush through the customer service contact details provided on our website.

Please include:

Order Number:
Customer Name:
Product(s):
Reason for Return:
Preferred Resolution:

We will provide you with the appropriate instructions for your specific situation.

17. Contact Us

If you have questions about this Refund Policy or need assistance with a return or refund, please contact us through the customer service information available on the Soft Touch Plush website.

Soft Touch Plush
Spain
Customer Service: Please use the contact information published on our website.

We are committed to handling returns and refunds fairly, transparently, and in accordance with applicable consumer protection requirements.

Soft Touch Plush — Comfort you can shop with confidence.