This policy explains when an item bought from SOFT PANTRY SDN BHD 202601022504 (1684601-K) can be returned, refunded or exchanged, what evidence supports the claim, and how quickly the request has to arrive. It is worth reading before an order is placed.
When does an item qualify?
The starting position is fixed: goods sold are not exchangeable or refundable. Four situations sit outside it, and a claim has to fall into one of them:
The merchant despatched the wrong item.
What was received departs from the specifications, description, features or information the website advertised.
The item was spoiled, damaged or defective by the time it was delivered.
Delivery ran beyond the timeline stated in the Shipping Policy of the company.
What proof has to come with a claim?
Claims are assessed on evidence, so the customer supplies all three of the following:
A clear, continuous unboxing recording that shows the parcel unopened, the shipping label, the packaging and the item received.
A clear recording of the first use of the item, in cases where that applies.
Photographs, order details or any other supporting document the company requests.
How and by when is a request filed?
Requests are submitted to our customer support team at softpantry@outlook.com, and the clock is short: 24 hours from the moment the item is received. A request reaching us after that 24-hour reporting period is not accepted; neither is one that turns up without the supporting evidence set out above.
Where a case is unclear, ask before the window closes rather than after it: we would rather sort it out than leave you guessing.