Return & Refund Policy

Return & Refund Policy

Softr. · Last updated 6 October 2026

How returns and refunds work at Softr.: what qualifies, what to do, and how long each step takes.

Returns 14 days Unopened, from delivery
Opened products Reaction or damage The only exceptions
The 60-day promise Use it, then decide See section 3

1. Returns within 14 days

You can return your order within 14 days of delivery if:

  • the product is unopened and unused, in its original packaging, and
  • you have your order number or receipt.

Return shipping is paid by you, unless your order arrived damaged or wrong. Items sent back without a return authorisation can’t be accepted.

2. Opened products

For hygiene reasons, we can’t accept returns of opened products, with two exceptions:

  • An allergic reaction. Stop using it, and email us within 14 days of delivery with a short description and a photo.
  • Damaged or faulty on arrival. Email us within 48 hours of delivery with a photo.

3. The 60-day promise

The 60-day promise covers the Photo-Repair Complex s-PDRN Serum, Rested Eye Cream and the PDRN Pore Pads. Give your product a real chance. If you’ve used it properly for 60 days and you’re not happy, you can ask for your money back.

  1. Use it for 60 days. Use your product every day, as directed on the pack, for 60 days in a row.
  2. Take two photos. One before your first use, and one on day 60. Take both in similar light, with no filters or editing.
  3. Send them within 30 days. Email both photos and your order number to evenmadelabs@gmail.com within 30 days after your 60 days end.
  4. Get your refund. If your request meets these conditions, we refund your order. You don’t need to send the product back.

Requests without both photos, or sent outside the 30-day window after day 60, aren’t covered.

4. Cancelling an order

Changed your mind before it ships? Email us within 2 hours of ordering and we’ll cancel it. If it has already shipped, follow the return steps below.

5. How to start a return

  1. Email us at evenmadelabs@gmail.com with your order number, the reason for the return, and photos if it arrived damaged.
  2. Get your authorisation. We send you the return address and instructions.
  3. Send it back with a tracked service, within 14 days of delivery.

6. How refunds work

  • Check, up to 7 business days. Once your return arrives (or your 60-day request comes in), we check it and let you know whether the refund is approved.
  • Refund, up to 10 business days. Approved refunds go back to your original payment method. Your bank may need a few extra days to show it.
  • Confirmation. You get an email the moment the refund is sent.

7. Damaged, wrong or missing orders

  • Damaged or faulty: email us within 48 hours of delivery with a photo. We send a replacement or a full refund, your choice.
  • Wrong item: we cover the return shipping and send the right one.
  • Never arrived: if it’s past the estimated delivery window, tell us and we’ll open an investigation with the carrier.

Still have a question?

Email evenmadelabs@gmail.com and include your order number if it’s about an order. We reply within 1 business day.