Last updated: 23 July 2025
Thank you for shopping at Soft Echoes. We’re committed to creating products with heart and intention, and we want you to feel confident in every purchase you make. This policy outlines your rights and our responsibilities when it comes to refunds, returns, and exchanges.
1. Digital Products (e.g. downloads, eBooks, templates, colouring books)
All digital products are non-refundable and non-exchangeable due to their downloadable nature. Once the file has been accessed or downloaded, we cannot offer a refund.
Please read the product description carefully before purchasing. If you experience any issues with accessing or using the file, reach out to us—we’ll do our best to resolve it.
📧 Contact: [email protected]
2. Pre-Ordered Books (e.g. Speak to the Wind)
You may cancel your pre-order any time before the book has shipped to receive a full refund. Once the book has been dispatched, the sale is considered final unless the product arrives damaged.
To request a cancellation or refund before shipping:
- Email us at [email protected] with your order number and reason for cancellation.
- Refunds will be issued via M-pesa or cash payment method within 7–10 business days.
3. Physical Products
If you receive a damaged, defective, or incorrect item, we’re happy to make it right.
Eligible Return Window:
You must notify us within 5 days of receiving your order and return the product within 14 days.
Conditions for Return:
- The product must be unused, in its original packaging, and in resellable condition
- Proof of purchase is required (order confirmation or receipt)
- You are responsible for return shipping costs unless the error was on our end (e.g. wrong or defective item)
Once your return is received and inspected, we will notify you about the status of your refund or exchange.
4. Items Not Eligible for Refund or Exchange
- Digital downloads
- Sale or discounted items
- Items returned after 14 days of delivery
- Gift cards (if offered)
5. Late or Missing Refunds
If you haven’t received your refund after 10 business days:
- Double-check your bank account or payment method
- Contact your bank or credit card company—it may take time before your refund is officially posted
- Still no luck? Email us at [email protected] and we’ll assist further
6. Customer Support
We’re a small, heart-led brand and we care about your experience. If anything feels off about your order—or you just want to talk it through—email us. We’ll do our best to help.