Refund policy

SitSoft™ 30-Day Money-Back Guarantee & Return Policy

At SitSoft™, customer satisfaction is at the core of everything we build. We want you to feel completely confident in your purchase. If you are not entirely satisfied with your SitSoft™ Ergonomic Seat Cushion, we are here to assist you through every step of our simple return and refund process.

30-Day Return Window

You have 30 calendar days from the date your package is delivered according to carrier tracking to evaluate your product and initiate a return request.

To be eligible for a standard return and full product refund:

  • The item must be requested within the 30-day window.

  • The product must remain in good physical condition, free from unhygienic stains, severe tears, or artificial damage caused by improper usage or washing.

  • The item must include all original parts, including the removable 3D mesh cover and inner memory foam core.

How to Initiate a Return

To start a return request, please follow these steps:

  1. Contact Customer Support: Send an email to our support team at support@sitsoft.com (or your store email) with the subject line: "Return Request - Order #[Your Order Number]".

  2. Provide Details: Include your full name, order number, a brief explanation of why you wish to return the item, and photo/video evidence if the item arrived damaged or defective.

  3. Receive Return Authorization: Our customer support team will review your request within 24–48 business hours. Upon approval, we will issue a Return Merchandise Authorization (RMA) along with the designated return warehouse address.

Note: Please do not send your purchase back to the manufacturer address or origin location without contacting us first. Returns shipped without an RMA cannot be processed.

Return Shipping Costs & Logistics

  • Customer Responsibility: Customers are responsible for paying their own return shipping fees unless the return is due to an error on our part (e.g., receiving a damaged, defective, or incorrect item).

  • Trackable Shipping Recommended: We strongly advise using a trackable shipping service (such as USPS, UPS, FedEx, or DHL) and purchasing shipping insurance. We cannot guarantee or issue refunds for returned items that are lost or damaged during return transit.

  • Shipping Fees Non-Refundable: Any original express or priority shipping charges selected at checkout are non-refundable.

Damaged, Defective, or Incorrect Items

Please inspect your package upon arrival. If your item arrives damaged, defective, or you receive the wrong product:

  1. Contact us within 48 hours of delivery at support@sitsoft.com.

  2. Provide photos or a short video clearly displaying the issue along with your shipping label.

  3. Upon verification, we will immediately ship a brand-new replacement cushion to you at zero additional charge or issue a full refund—whichever option you prefer.

Refund Processing

Once your returned package is delivered to our return center and inspected:

  • Inspection & Notification: We will notify you via email that we have received your returned item and confirm whether your refund has been approved.

  • Credit Issuance: If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (Credit Card, PayPal, Apple Pay, etc.) within 5 to 10 business days, depending on your financial institution.

  • Late or Missing Refunds: If you haven’t received a refund after 10 business days, first check your bank account again. Next, contact your credit card company or bank; it often takes processing time before a refund is officially posted. If you've done all of this and still have not received your refund, please contact us.

Exchanges & Order Cancellations

  • Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  • Order Cancellations / Address Changes: Orders are routed directly to processing systems to ensure fast shipping. If you need to cancel or modify an order, contact us within 1 hour of placing the order. Once an order has entered fulfillment or shipped, it cannot be canceled, and standard return procedures must be followed after delivery.