Hello,

Thank you for your interest in our products. The soft pad model is one of our best selling chairs, we don't normally get returns for this item and have a great feedback from our customers.

In regards to returns, we follow the policy provided by Houzz, since the order is handled and processed on Houzz website, which you can find directly under your account page within the order details. You can contact Houzz directly or check support site for any additional information.

Thank you!