Refund Policy

Return shipping

For orders shipped within the United States: Soft Hours covers return shipping. When you start the return, we'll send you a prepaid return label by email. Print it, attach it, and drop the package at any USPS location.

For international orders: Return shipping is the customer's responsibility. We recommend using a tracked, traceable service — once your return is on its way, ask the carrier for a tracking number and keep it. We can't issue refunds for returns that get lost in transit without proof of shipment, so the tracking number protects both of us.

For all returns, the refund covers the full product price you paid. We don't deduct restocking fees, processing fees, or any other surprise charges. The price on your order is the price refunded.

Refund timing

Once we receive your returned device, we inspect it within 2–3 business days. As long as it meets the eligibility criteria above, we issue the refund to your original payment method within 5–10 business days from the date we receive it.

After we process the refund on our end, the timing depends on your bank or card provider:

  • Credit and debit cards: Usually 3–7 additional business days to appear on your statement
  • PayPal: Typically 1–2 business days
  • Shop Pay / Apple Pay / Google Pay: Usually 1–3 business days
  • International cards: Can take up to 14 business days, depending on your bank

If your refund hasn't appeared within these timelines, contact your card provider first — they can sometimes locate pending refunds before they're fully posted. If they confirm nothing is pending, email us and we'll send you proof of refund processing on our end.

What's not eligible

Returns will not be accepted in the following cases:

  • Devices returned more than 60 days after the delivery date
  • Devices that have been physically damaged beyond normal wear, including cracked casings, severed cables, or removed straps
  • Devices that have been dismantled, opened, or modified in any way
  • Devices returned without their core components (the wrap unit itself and the charging cable)
  • Devices purchased from third-party resellers, marketplaces, or sources other than SoftHoursCo.com
  • Devices returned without the required pre-return photos submitted by email

If you're unsure whether your device qualifies, just email us before sending it back and we'll let you know honestly.

Damaged or defective devices

If your TheraWrap arrives damaged, doesn't power on, or develops a fault during normal use within the warranty period, this is covered separately by our 2-year warranty — not by this refund policy.

For warranty claims, email hello@softhoursco.com with your order number, a short description of the issue, and a photo or short video showing the problem. We'll either repair the device, send a replacement, or issue a refund — whichever is right for the situation.

You don't need to choose the 60-day trial or the warranty. They run in parallel. If your device is defective within 60 days, we can handle it as either — whichever is faster for you.

Orders that haven't shipped yet

If you change your mind about an order before it has shipped, email us immediately at hello@softhoursco.com. As long as your order hasn't been fulfilled, we can cancel it and refund you in full — typically within 2–3 business days.

Once an order has shipped, it falls under the standard 60-day trial period above. You can wait for it to arrive and then return it, or refuse the delivery and have it sent back to us — either works.

Exchanges

If you'd like to exchange your TheraWrap for a different tier (for example, you bought The Wrap and now want The Pair, or vice versa), email us. We treat exchanges as a return followed by a new order, with the original payment refunded once we receive your return.

Promotional and discounted orders

Orders placed with a promotional discount code are eligible for the same 60-day trial and refund policy. The refund amount will reflect the discounted price actually paid, not the original list price.

Orders that included free items, gifts, or bundled extras may require those items to be returned alongside the device for the full refund to be issued. We'll clarify this in the return instructions if it applies to your order.

Gift orders

If you received a TheraWrap as a gift and would like to return it within the 60-day window, we'll issue a refund to the original purchaser's payment method. We can't issue refunds to a different person than the one who paid for the order.

If you'd prefer not to involve the original purchaser, we can offer store credit for the full purchase amount instead — usable on any future Soft Hours order.

A note on honesty

We wrote this policy the way we'd want to read one as a customer. No hidden fees, no fine print, no five-page legal document designed to confuse you out of your refund. If something here is unclear, that's our fault — email us and we'll explain it plainly.

If you ever feel something about how we've handled your return wasn't fair, tell us. We'd rather hear about it and fix it than have you walk away frustrated.

Contact

For all return-related questions, write to us at hello@softhoursco.com. We aim to reply within 1–2 business days, Monday through Friday. We don't have a chatbot. A real person reads every email.

Soft Hours SoftHoursCo.com

If you've ever searched for help with wrist or hand discomfort, you know the feeling. The internet hands you a wall of the same thing: shouting headlines, fake countdown timers, "ENDED THEIR PAIN FOREVER," prices crossed out and slashed in red, before-and-after photos that promise the world.

Most of it is the same generic device. Marked up. Wrapped in panic.

I kept seeing people — people who just wanted to feel a little better at the end of a long day — pay too much for products designed to scare them into buying. The marketing did all the work. The product was an afterthought. And the experience of buying it felt stressful, which is a strange thing to feel when what you actually wanted was calm.

So I built the opposite.

What Soft Hours is

Soft Hours makes one thing well: a simple, considered light-therapy device for your wrists. No miracle claims. No urgency. No fear.

The idea is small on purpose. Ten quiet minutes a day. Red and near-infrared light, a little gentle warmth, wrapped around the wrist while you read, or work, or wind down. A wellness ritual — not a medical promise.

We're honest about what it is: a wellness tool, not a substitute for medical care. We'd rather tell you that plainly than dress it up. If you have a real medical condition, see a real professional. What we offer is the small daily thing — the ten minutes that belong to you.

What we believe

Calm sells nothing — and that's the point. We don't use countdown timers, fake stock warnings, or pressure. If the product is good, it doesn't need fear to move.

One thing, done properly. We're not trying to fill a catalogue. We're building a small family of light-therapy devices, one at a time, each one considered.

Honest words. We won't tell you we cure anything. We'll tell you what the device does, what it doesn't, and let you decide.

The ritual matters more than the claim. Ten minutes of quiet, every day, is worth more than any promise on a banner.

The name

Soft hours are the slow parts of the day. Early morning before everything starts. The evening after it all ends. The unhurried in-between. That's when the device is meant to be used — and it's the feeling the whole brand is built around.

Not the loud hours. The soft ones.

Thank you for being here.— The Soft Hours team