Refund & Return Policy

We stand behind every product we sell. If you are not fully satisfied with your purchase for any reason, you are welcome to return it within 30 days from the date of delivery. Returns requested after this window may not be accepted.

Restocking Fee Structure

Opening the Box

We understand that you may need to open your order to inspect it. Opened items remain eligible for return provided the product is in like-new, unused condition and returned with all original accessories, cables, documentation, and packaging materials.

Return Shipping Responsibility

To qualify for a return and refund, your item must meet all of the following criteria at the time we receive it:

• Return is requested within 30 days of the confirmed delivery date.
• The product is in its original packaging wherever possible, including all inserts, foam, cables, accessories, and documentation.
• The item is in resalable condition — free from physical damage, scratches, liquid exposure, or signs of improper handling.
• A valid order number or proof of purchase from shopsoftgraphic.com is provided.
• All components that were included in the original shipment are returned together.

Please follow these steps to initiate your return. Do not ship your item back before receiving a Return Authorisation Number, as unauthorised returns may be refused at our facility.

1. 1
   Reach Out to Our Team

   Email sales@shopsoftgraphic.com or call +1-(855) 978-6614 with your order number and a brief description of the reason for the return.

2. 2
   Receive Your Return Authorisation (RA)

   Our team will review your request and respond within 1–2 business days with your Return Authorisation number and step-by-step return instructions. Do not ship items to our business address — returns must be sent only to the address specified in your RA instructions.

3. 3
   Pack the Item Carefully

   Place the product securely in its original box (or a sturdy equivalent) along with all accessories, manuals, and included components. Write your RA number clearly on the outside of the package.

4. 4
   Ship Your Return

   Drop the parcel off at an authorised carrier location as directed in your RA instructions. Keep your tracking number — we recommend retaining it until your refund is confirmed.

5. 5
   Refund Issued After Inspection

   Once we receive and inspect the returned item, your refund will be processed within 5–7 business days. You will receive an email confirmation as soon as it is issued.

Turnaround Time

After receiving your return and completing our condition inspection, we process approved refunds within 5–7 business days. You will receive an email notification once the refund has been initiated on our end.

Refund Method

Refunds are issued to the original payment method used at the time of purchase — credit card, debit card, or any other accepted method. Please note that your bank or card issuer may take an additional 3–5 business days to reflect the credit in your account after we have processed it on our end.

If your original payment method is no longer active (e.g., a cancelled card or closed account), we will contact you directly to arrange a suitable alternative. We will not issue store credit as a substitute unless you have explicitly requested it.

Shipping Cost Refunds

• Original outbound shipping: Refunded in full if the return is due to our error or a verified product defect. Non-refundable for change-of-mind returns.
• Return shipping: Covered by us for defective or incorrectly shipped items. Customer’s responsibility for all other return reasons.

If you would like to swap your purchase for a different product — whether a different model, specification, or colour — we are glad to assist. The most reliable way to complete an exchange is to:

• Initiate a return for the original item following the steps in Section 3.
• Place a fresh order for the product you would like to receive.
• Once your return is inspected and approved, your refund will be issued as normal.

Receiving a damaged or non-functioning product is a situation we take very seriously. If this happens, we will prioritise resolving it as quickly as possible at absolutely no cost to you.

What To Do

• Contact us as soon as you discover the issue — ideally within 48 hours of delivery for any visible shipping damage.
• Attach clear photographs of the damaged packaging and/or product to your email.
• Include your order number and a brief description of the fault.

Our Resolution Options

• Full replacement: We ship an identical replacement product at no charge, with expedited delivery where possible.
• Full refund: If a replacement is unavailable or not preferred, we issue a complete refund including original shipping costs.
• Partial refund: For minor cosmetic defects that do not affect functionality, we may offer a partial refund as an alternative to a full return — subject to your agreement.

For hygiene, safety, or consumable-use reasons, the following categories are generally not eligible for return or refund unless they arrive in a defective or damaged condition:

Our standard return policy applies primarily to orders shipped within the continental United States. For orders shipped outside the US, the following additional conditions apply:

• International return shipping costs — including customs duties, import taxes, and brokerage fees on the return shipment — are the sole responsibility of the customer.
• We strongly recommend using a trackable shipping method for international returns. We cannot be held liable for items lost or delayed in international transit.
• Refunds for international orders will be issued in US Dollars to the original payment method. Currency conversion differences are outside our control.
• Items subject to import restrictions or country-specific regulations may have limited return options. Please contact us before placing an international order if you have questions about return eligibility.

For international return inquiries, please email sales@shopsoftgraphic.com so we can assess the best resolution for your specific situation.

Cancelled Orders

If you need to cancel an order, please contact us immediately. Orders that have not yet been dispatched can generally be cancelled and fully refunded. Once an order has shipped, it must go through the standard return process outlined in this policy.

Refused or Undeliverable Shipments

If a delivery is refused or returned to us as undeliverable due to an incorrect address provided at checkout or repeated failed delivery attempts, we will contact you. A re-delivery may incur additional shipping charges. Alternatively, a refund can be issued minus the original and return shipping costs.

Order Discrepancies

If your order arrives with the wrong item, a missing component, or a quantity shortfall, please notify us within 5 business days of delivery. We will investigate and ship the correct items or issue the appropriate credit at no cost to you.

Warranty Claims

Many products we carry include a manufacturer’s warranty. If a product develops a fault beyond our 30-day return window, the manufacturer’s warranty may still apply. Please contact us and we will assist in directing you to the appropriate warranty process for your product.

Our customer support team is here to help you with any return, refund, or exchange request. Please get in touch and we will respond within 1–2 business days.