SoftMoc

Hello,

I am reaching out regarding a return I would like to make for a purchase made on January 11, 2025, which was refused due to exceeding the 60-day return window.

Although I understand that your current policy stipulates a 60-day return period, I kindly ask you to reconsider the situation, as I believe this misunderstanding arose because I was unfortunately misled by your communications on two occasions.

First, during my visit to the store, an employee assured me that the return period was three (3) months, which corresponds to the 90 days for exchange or store credit mentioned on your website. I understand that the policy must have been recently updated, which likely explains the employees error.

However, this incorrect information influenced my purchase decision, leading me to believe I had more time to return the item.

Furthermore, during my online research, even as of today, I found that all pages related to your return policy consistently display a 75-day return period, which reinforced my belief that this period was still in effect. I have attached a screenshot showing this information.

Currently, we are at 62 days, which is only 2 days beyond your new 60-day window. Such a slight exceedance should warrant an exception, given the confusion caused by your own communications.

Therefore, I kindly ask, in the spirit of good business practices and customer satisfaction, that you reconsider my case with understanding. The item is new, unused, and in its original packaging, meaning it can be resold without any impact.

Given these circumstances and the inconsistencies in your communications, I hope that an exception can be made.

Thank you very much for considering my request, and I remain available to discuss it further if necessary. Hoping that my situation can be positively re-evaluated, I send you my warmest regards