Returns & Refunds Policy

At Simplicity Australia, we want you to feel confident when shopping with us.

This policy is provided in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee from the date your order is delivered.

If you receive your product and decide it is not suitable for you within 30 days, you may request a return and refund.

For change-of-mind, personal preference, sizing, suitability or no-longer-needed returns, return postage is the customer’s responsibility.

Before returning any product, please contact us through our website Contact page and provide your order number so we can confirm the appropriate return process and provide the return address.

Condition of Change-of-Mind Returns

Products returned under our voluntary 30-day money-back guarantee must be returned:

• Complete with all parts, accessories, cables, controllers and components originally supplied
• With all instruction manuals and documentation originally included
• Clean and in reasonable physical condition
• Free from excessive dirt, stains, odours, pet hair, damage or signs of misuse
• Securely packaged to prevent damage during return transit
• Wherever reasonably possible, with the original protective packaging and product box

Products may be opened and reasonably tried to determine whether they are suitable.

However, our 30-day change-of-mind guarantee is not intended to cover products returned incomplete, damaged, excessively used, dirty, or in a condition requiring significant cleaning, repair, repacking or replacement of missing components before they can reasonably be resold.

Where a change-of-mind return is received in a condition that does not meet the requirements above, Simplicity Australia may, where permitted by law, make a reasonable deduction from the refund to reflect the reduced value of the product or reasonable costs required to restore it to a complete and saleable condition.

Any deduction will be based on the actual condition of the returned product.

This does not affect any rights you may have under Australian Consumer Law.

Return Postage – Change of Mind

For change-of-mind, personal preference, sizing, suitability or no-longer-needed returns, return postage is the customer’s responsibility.

We strongly recommend using a tracked postal or courier service and retaining your postage receipt and tracking information until your refund has been completed.

Once your return has been lodged, please provide us with the tracking number or a copy of the postage receipt.

In some circumstances, Simplicity Australia may be able to arrange a courier collection on your behalf. Any agreed courier or collection cost may be deducted from your refund.

Faulty, Damaged or Incorrect Products

If you believe your product is faulty, damaged, unsafe, materially different from its description, or otherwise does not meet the consumer guarantees under Australian Consumer Law, please contact us as soon as reasonably possible.

Please provide:

• Your order number
• A description of the issue
• Photos or video where reasonably required to help us assess the problem

We may ask you to complete reasonable troubleshooting or provide further information before determining the appropriate remedy.

Your rights in relation to faulty products are not limited to 30 days.

Where a product has a fault covered by Australian Consumer Law, Simplicity Australia will provide the appropriate remedy in accordance with the law.

Where required, reasonable return postage costs for faulty products will be covered or reimbursed by Simplicity Australia.

Original packaging is not required in order to exercise rights available under Australian Consumer Law.

Change-of-Mind Refunds May Not Apply Where

Our voluntary 30-day change-of-mind guarantee may not apply where:

• More than 30 days have passed since delivery
• The product has been damaged through misuse, neglect or improper handling
• The product has been used in a way contrary to supplied instructions or advice
• Parts, accessories, cables, controllers, manuals or other supplied components are missing
• The product has been returned excessively dirty, stained or damaged
• The product has been returned in a condition materially different from the condition in which it was supplied, beyond reasonable trial or inspection
• You found the product cheaper elsewhere
• You simply no longer need the product and the request is made outside the 30-day period
• The wrong colour, size, quantity or product was ordered and the request is made outside the 30-day period
• You were made aware of a particular fault or limitation before purchasing the product

Nothing in this section excludes or limits your rights under Australian Consumer Law.

Returning Your Product

Before returning an item, please contact us through our website Contact page and provide your order number.

If a return is approved, we will provide you with the appropriate return address and instructions.

Please:

• Return all parts, accessories, cables, controllers and manuals supplied with the product
• Package the item securely
• Include your order number inside the parcel where possible
• Use a tracked postal or courier service
• Keep your lodgement receipt
• Send us your tracking details once the return has been dispatched

Please do not send products back without first contacting us.

Return Inspection

All returned products are inspected after they arrive.

For change-of-mind returns, we will check that the product is complete and meets the conditions of our 30-day money-back guarantee before the refund is finalised.

If anything is missing or the product is returned in a condition requiring cleaning, repair, repacking or replacement of components, we may contact you before finalising the refund.

Refund Processing

Once a return has been received, inspected and approved, the refund will be processed back to the original payment method.

After we process the refund, it may take approximately 5–10 business days for the funds to appear in your account, depending on your bank or payment provider.

Public holidays and weekends may affect processing times.

Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not yet received it, please:

1. Allow at least 5 business days
2. Check your bank or payment account again
3. Contact your bank or payment provider, as processing times can vary
4. If you still require assistance, contact us through our website Contact page

Some financial institutions may take up to 10 business days to display a completed refund.

Shipping Costs for Returns

Change-of-Mind Returns

Return postage for change-of-mind, personal preference, sizing, suitability or no-longer-needed returns is the customer’s responsibility.

Faulty Products

Where a product has a fault covered by Australian Consumer Law and needs to be returned, Simplicity Australia will cover or reimburse reasonable return costs where required.

For larger or bulky items, please contact us before arranging return transport so we can determine the most appropriate return method.

Contacting Us

For return, refund or product-related enquiries, please contact us through the Contact page on our website.

Please include your order number wherever possible.

We generally respond within 24–48 business hours, Monday to Friday.

Sending multiple messages regarding the same enquiry may not result in a faster response, so we kindly ask that you allow us reasonable time to review and respond.

Social media messages and comments are not always monitored as quickly as our official customer-service enquiries, so contacting us through our website is the best way to receive assistance.

Final Note

We aim to resolve all customer concerns fairly and reasonably.

For information regarding dispatch locations, delivery times and shipping, please refer to our Shipping Information page.

Thank you for shopping with Simplicity Australia.