Refund & Return Policy and 30-Day Limited Warranty

Last updated: October 30, 2026

Please read before ordering: Softly does not offer a satisfaction trial or voluntary returns for change of mind, whether an item is opened or unopened. Softly Pulse™ is covered by the 30-Day Limited Warranty below. Defective, damaged, incorrect, materially misdescribed, and undelivered orders are handled as explained below. Your mandatory legal rights are not affected.

1. Who Provides This Warranty

This limited warranty is provided by Simón Valencia Rodríguez, a sole trader operating under the trade name Softly, Spanish tax identification number (NIF) 46094368E.

• Mailing address: Travesía de Cacheiras, n.º 87, 1B, Teo, Spain.
• Email: thedreamingcase@gmail.com.
• Customer service: Monday through Friday, with an initial response normally within 1–2 business days, excluding public holidays.

You can request a free copy of this warranty by email or by writing to the mailing address above. That address is for correspondence; contact us before sending a product there.

2. Who and What Are Covered

This warranty covers the original consumer purchaser of a new Softly Pulse™ bought directly from our store and delivered within the United States for personal household use. It covers the device and any physical accessories included with it against defects in materials or workmanship under normal use in accordance with the instructions supplied with the product.

Coverage lasts 30 calendar days from delivery. For orders delivered in separate parcels, each item has its own delivery date. We use tracking records and other reasonable delivery evidence; an incorrect carrier scan does not override evidence of actual delivery.

To make a claim under this voluntary warranty, notify us within that period. A claim reported in time remains eligible for assessment even if the investigation or remedy is completed later. Mandatory rights may apply beyond these 30 days.

3. What Is Not a Change-of-Mind Return

If an item is defective, damaged in transit, incorrect, or materially different from its description when ordered, contact us. These are product or order issues, not simply a change of mind.

An actual failure of the device to perform a function we advertised will be assessed as a possible defect. We do not reject such a claim merely by describing it as a difference in personal expectations.

For an otherwise correctly supplied and functioning product, we do not voluntarily accept returns, exchanges, or refunds because you:

• changed your mind, ordered more units than you need, or found a lower price elsewhere;
• dislike the appearance, fit, feel, warmth, or stimulation sensation, where the product matches the description given before purchase; or
• do not experience a subjective comfort benefit or a hoped-for personal result.

This restriction applies to opened and unopened products, except where applicable law requires otherwise. It does not excuse inaccurate product descriptions or override an express promise made with your order.

4. Warranty Exclusions

This voluntary warranty does not cover normal wear or cosmetic changes that do not affect function, or damage caused by accidents, misuse, liquid exposure contrary to the instructions, improper charging, neglect, or alterations or repairs that caused the fault.

Opening the product or using a third-party accessory does not by itself cancel all coverage. A claim may be excluded to the extent that the fault was caused by that action or accessory.

Loss or theft after actual delivery is not a manufacturing defect. Delivery disputes are assessed under our Shipping Policy. None of these exclusions limits rights that cannot lawfully be excluded.

5. How to Report a Problem

Email thedreamingcase@gmail.com with:

1. Your order number or other reasonable proof of purchase.
2. A description of the problem and when you noticed it.
3. Clear photographs, or a short video where practical, showing the relevant issue. For transit damage or a wrong item, include packaging and shipping-label photographs if available.

Please inspect your order promptly. Early reporting helps us investigate, but there is no automatic 48-hour cutoff. Original packaging, an unboxing video, and proof of medical results are not conditions of warranty coverage.

We may suggest safe, reasonable checks or ask for information needed to assess the issue. Do not open an electrical housing, continue using an unsafe item, or perform a test that causes discomfort. If you cannot reasonably provide a requested photograph or video, tell us so we can consider another way to assess the claim.

We aim to complete the assessment within 5 business days after receiving the necessary information or, if inspection is necessary, within 5 business days after receiving the item. If it will take longer, we will explain why and provide an update.

6. What We Will Do

For a covered defect, transit-damaged item, or incorrect item, we will provide a replacement at no cost or refund the amount paid for the affected item. We may offer a replacement first, except where applicable law gives you a different choice.

We will issue a refund if a suitable replacement is unavailable, cannot be supplied within a reasonable time, or reasonable replacement attempts do not resolve the covered issue. You do not have to accept store credit instead of a refund you are entitled to receive.

After a claim is approved and any reasonably required return is received, we aim to dispatch a replacement within 5 business days. If that timing cannot be met, we will contact you with the available options. Replacement transit estimates are set out in our Shipping Policy. A replacement does not reduce your mandatory legal rights; the remaining original voluntary warranty applies unless we confirm longer coverage or applicable law requires it.

7. Returns for Approved Claims

Contact us for written return instructions before shipping an item. We will confirm whether a return is required and the correct return destination. We may waive the return requirement in individual cases; this is not a promise that every claim will be resolved without a return.

For a covered claim, we pay the reasonable return-shipping cost through a prepaid method or another arrangement agreed in advance. There is no restocking or inspection fee for a covered claim. Do not buy postage at your own expense unless we have agreed how it will be reimbursed.

Return the affected device and the accessories we identify as needed for the assessment, securely packed. Used or opened condition does not disqualify a genuine defect claim. If the item is unsafe to mail, tell us and wait for instructions. Do not return a swollen, leaking, overheating, or otherwise hazardous battery without appropriate arrangements.

Sending an item without instructions can delay identification and processing. It does not remove rights you have under applicable law.

8. Two-Unit Offers, Discounts, and the Free E-Book

If only one unit in a two-unit order is affected, the remedy normally applies to that unit. The functioning unit does not become eligible for a change-of-mind return merely because another unit has a covered issue. If applicable law requires cancellation of the whole order, we will honor that right.

Refunds reflect the amount actually paid after discounts, together with any associated refundable tax. We use the allocation shown on your order. If no allocation is shown, the discount is allocated proportionately across the included products using their undiscounted prices at the time of purchase. We do not retrospectively charge a higher price for a functioning unit you keep as a penalty for a valid claim.

A complimentary digital e-book has no separate cash refund value. We do not deduct an invented retail value for that free gift from an otherwise valid refund, and you do not need to return a digital file to complete a physical-product warranty claim.

9. Refund Timing

Refunds are made to the original payment method unless another lawful arrangement is agreed.

• Where no return is required, we initiate the refund within 2 business days after approval.
• Where a return is required, we inspect it and initiate an approved refund within 5 business days after receipt.

Your payment provider may take an additional 5–10 business days to display the credit. Contact us if a confirmed refund has not appeared after that time. Any shorter mandatory refund deadline takes priority.

10. Cancellations and Undelivered Orders

Request cancellations or address changes immediately by email. We normally accept them within 12 hours of purchase if fulfillment has not started. We cannot guarantee changes once fulfillment has begun. If cancellation is possible, the order is refunded in full. Statutory cancellation rights, including rights relating to shipment delays, remain unaffected.

Orders lost in transit or not delivered are handled under our Shipping Policy. The 30-day period measured from delivery is not a deadline for reporting an order you never received.

11. Verification and Legal Rights

We may decline a claim supported by demonstrably false information, duplicate compensation requests for the same loss, or an item that cannot reasonably be linked to the order. We will explain our decision and consider relevant additional evidence. A previous claim does not automatically remove coverage for a different genuinely defective item.

You may contact us for help before using a bank dispute process, but doing so is not a condition of exercising your lawful dispute or payment rights. You cannot receive duplicate reimbursement for the same loss.

We do not disclaim implied warranties or shorten any mandatory warranty period through this policy. This warranty gives you specific legal rights, and you may also have other rights which vary from State to State. Where applicable law provides a stronger remedy, that remedy applies.