Refund policy

At Soft Gems Co., we want every purchase to be a useful addition to your travel routine. Whether you are preparing luggage for a long journey, organizing personal-care essentials in a compact bag, or carrying smaller quantities of toiletries in plastic travel bottles, we want you to feel comfortable with your purchase.

This policy explains how to request a return, obtain a refund, report a product issue, or ask for a replacement. It applies to purchases made through https://www.softgemsco.com/ and is administered by MSI ALLIANCE, LLC.

1. Our Return Window

We offer a voluntary 30-calendar-day return period, beginning on the date your order is delivered, for eligible products purchased directly from Soft Gems Co.

If an item is not the right fit for your needs, you may contact us within this period to request a change-of-mind return.

For a standard return, the merchandise should be:

  • Unused and in its original saleable condition.

  • Clean and free from stains, odors, or signs of wear.

  • Returned with its original components, accessories, and packaging where reasonably available.

  • Accompanied by the order number or another reasonable proof of purchase.

Please contact us before mailing an item. Our team will review your request and provide return instructions.

This voluntary return period does not reduce or replace any rights you may have under applicable consumer protection laws regarding defective, damaged, incorrectly supplied, or materially misrepresented merchandise.

2. Return Conditions by Product Type

Luggage Straps

Luggage straps should be returned unused, uncut, and in good condition. Buckles, adjustment sliders, fastening components, elastic sections, and stitching should remain intact.

A strap that has been cut, stretched through use, modified, heavily marked, or returned with missing functional components may not qualify for a change-of-mind refund.

If a strap arrives with a broken buckle, defective fastening mechanism, damaged stitching, or another issue that materially affects its described function, please contact us. Such a concern will be reviewed separately from a voluntary change-of-mind return.

Plastic Travel Bottles

For hygiene and product-condition reasons, plastic travel bottles returned for a change of mind should be unused, empty, clean, and dry. Caps, lids, dispensing parts, and other included components should be present.

Bottles that have been filled, used, contaminated, or exposed to liquids or personal-care products may not qualify for a standard change-of-mind return.

If a bottle arrives cracked, misshapen, missing a closure, or with a dispensing or fastening component that does not function as described, please send us photographs and your order details.

Unless a product listing expressly states otherwise, customers should not assume that a bottle is suitable for every liquid, leakproof under all conditions, or approved for every airline or travel-security requirement.

Travel Toiletry Bags

Travel toiletry bags should be returned unused and in clean, undamaged condition. Zippers, handles, seams, compartments, lining, and closures should remain in their original condition.

A bag that has been used to carry toiletries, stained by cosmetics or liquids, or damaged through ordinary handling may not qualify for a voluntary change-of-mind return.

If the bag arrives with a broken zipper, torn seam, missing component, or another material defect, please contact us with photographs so we can review the issue.

3. How to Request a Return

To begin, email [email protected] with the following information:

  1. Your full name.

  2. Your order number.

  3. The name of the product you wish to return.

  4. The quantity involved.

  5. The reason for the return.

  6. Photographs, if the product is damaged, defective, or incorrect.

Our customer service team will review your request and explain whether it qualifies for a return. If approved, we will provide the applicable mailing instructions.

Please do not ship merchandise before receiving instructions. This helps us identify your package and connect it with the correct order.

Authorized Return Address

MSI ALLIANCE, LLC
Attn: DAVID BARAKA
6910 LEONARDO STREET
CORAL GABLES, FL 33146
United States

4. Damaged, Defective, or Incorrect Orders

We want the products delivered to you to match the order you placed and the material descriptions shown on our website.

Please contact us if:

  • A luggage strap arrives with a damaged buckle, broken fastening part, or defective stitching.

  • A plastic bottle arrives cracked, deformed, or missing an essential component.

  • A toiletry bag arrives with a damaged zipper, torn seam, or missing compartment component.

  • You receive a different product, quantity, or variation from the one ordered.

  • The product materially differs from its published description.

Please provide your order number, a brief explanation, and clear photographs of the product and its packaging where possible.

Keep the affected item and its packaging until we have reviewed your report and advised you of the next step.

Depending on the issue and applicable law, an appropriate resolution may include a replacement, refund, or another legally available remedy. We will not use this voluntary return policy to deny a remedy that applicable law requires.

5. Refund Amounts

For an approved change-of-mind return, the refund will generally cover the purchase price of the eligible returned merchandise.

Original shipping charges, if any, are generally not refundable for a voluntary change-of-mind return, except where required by law or expressly agreed by us.

For an order involving damaged, defective, incorrect, or materially misdescribed merchandise, shipping charges and other amounts will be handled according to applicable law and the circumstances of the transaction.

If only part of an order is returned, the refund will generally apply to the eligible items returned rather than the entire order.

6. Return Shipping Costs

For a standard change-of-mind return, the customer is generally responsible for the cost of sending the item back to us.

If you believe an item arrived damaged, defective, or incorrect, contact us before paying for return shipping. We will review the matter and explain the appropriate arrangements.

Please do not assume that a particular shipping expense will be reimbursed unless we have confirmed it or applicable law requires reimbursement.

7. Refund Method and Timing

Approved refunds are generally issued to the original payment method used for the purchase.

For ordinary approved returns, we aim to initiate the refund within 7 business days after the returned merchandise has been received and the return has been approved.

The time required for the credit to appear in your account may depend on your bank, card issuer, or payment provider. We cannot control the posting schedule of those external institutions.

This seven-business-day target is an ordinary operational estimate. It does not replace a shorter or otherwise mandatory refund deadline under applicable law. Refunds required because an order cannot be shipped will be handled according to the applicable federal requirements.

8. Replacements and Exchanges

If you would prefer a replacement rather than a refund, please mention this in your email.

Replacement availability depends on inventory and the continued availability of the relevant product or variation. If the original item is unavailable, we will explain the available options.

We will not substitute materially different merchandise without your agreement where such agreement is required.

9. Order Cancellation Requests

If you need to cancel an order, contact us as quickly as possible at [email protected].

We will make reasonable efforts to stop an order that has not yet entered dispatch. Once the package has been transferred to a shipping carrier, cancellation may no longer be possible.

If an order cannot be stopped, you may request a return under this policy, subject to the applicable conditions.

If we cannot ship an order within the promised period, applicable federal law may require us to notify you of the delay, obtain your consent to the revised shipping arrangement, or issue a refund for unshipped merchandise.

10. Returns That May Not Qualify for a Change-of-Mind Refund

To the extent permitted by law, a voluntary change-of-mind return may be declined if the item:

  • Has been used, altered, or materially damaged after delivery.

  • Is returned with missing essential parts or accessories.

  • Is contaminated or unsuitable for resale because of its condition.

  • Is a plastic travel bottle that has been filled or used.

  • Is a toiletry bag that has been used and stained.

  • Is a luggage strap that has been cut, stretched, or modified.

  • Cannot reasonably be identified as a purchase from Soft Gems Co.

  • Is submitted outside the voluntary return period.

These conditions apply only to voluntary change-of-mind returns. They do not eliminate any legal rights or remedies relating to defective, damaged, incorrectly supplied, or misrepresented merchandise.

11. Contact Information

For returns, refunds, replacements, or cancellation requests:

MSI ALLIANCE, LLC
Attn: DAVID BARAKA
6910 LEONARDO STREET
CORAL GABLES, FL 33146
United States

Email: [email protected]
Website: https://www.softgemsco.com/

We aim to respond to ordinary customer inquiries within 2–3 business days. More complex matters may require additional review.

12. Governing Law and Consumer Rights

This policy is intended to operate in accordance with applicable federal law and the laws of the State of Florida.

Nothing in this policy is intended to waive, restrict, or reduce a consumer right or remedy that cannot legally be waived, restricted, or reduced.

If a provision of this policy conflicts with a mandatory legal requirement, the legal requirement will prevail.

We may revise this policy when our business operations or applicable legal requirements change. The version published at the time of purchase will generally apply to that transaction, subject to mandatory law.