Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.

To start a return, you can contact us at sales@softrainna.com. Please note that returns will need to be sent to the following address: 601 North Main St. Suite C.; Colfax, WA  99111, United States

If your return is accepted, upon customer request, we can send you a printable return address label via email. Items sent back to Soft Rain North America without first requesting a return will not be accepted.

You can always contact us for any return question at sales@softrainna.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Refunds or product replacement for orders longer than 30 days after customer receipt will not be considered.

Exceptions / non-returnable items
Once you have unpackaged your new system and/or components, augmented the product (drilled holes in K-Pipe), and assembled the various components together, the system and/or its components become null and void for return or refund. Exceptions to this rule are for issues relating to manufacturing errors or mishandling during the shipping process (when Soft Rain is informed within 30 days of customer order receipt). 

Certain types of items, such as special orders, cannot be returned.

Unfortunately, we cannot accept returns on sale items.

Please get in touch with us as soon as possible if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item(s).

Shipping Refunds
Shipping may be refunded or deducted from replacement items in circumstances of manufacturing or shipping errors on the part of Soft Rain North America, only.

In circumstances of order placement mishaps on the customer’s behalf or dissatisfaction with the product, barring manufacturing errors, refunds of shipping costs will not be extended, nor will free or reduced shipping be offered for replacement products in cases of product exchanges.

Shipping of Returned Items: The customer is fully responsible for organizing and managing return shipping logistics and expenses whether by UPS, USPS, or freight carriers. Soft Rain North America will not organize the return shipping of small parts or freight shipments. However, Soft Rain can, upon customer request, provide a return shipping label via email to attach to your return package(s). 

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.
If more than 15 business days have passed since we’ve approved your return, please contact us at Sales@SoftRainNA.com.