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Refund and Returns Policy

Refund & Returns Policy

Effective Date: [2024]


SECTION 1 – Orders:

Deliveries will be made using Australia Post or a courier service.
So Simple Solutions will make every effort to ship items in their original packaging.
Please note that goods in transit are not insured unless the purchaser has pre-paid for insurance.


SECTION 2 – Delivery Times:

Orders are usually dispatched within 2-7 business days.
If So Simple Solutions is unable to dispatch an order for any reason, the customer will be notified promptly.

Delivery Guarantee:
While we strive to provide timely delivery, please understand that delivery dates provided are approximate and do not guarantee delivery by a specific date.
So Simple Solutions is not liable for any loss resulting from late delivery or any associated consequences.
We cannot guarantee specific delivery times.
Any redelivery or parcel redirection will incur additional charges.

Enhanced Courier Delivery:
To ensure smooth delivery, customers are advised to provide a telephone number, delivery address, email address, and contact person for enhanced courier delivery.


SECTION 3 – Order Tracking:

Customers will receive an email containing their order confirmation, tracking, and collection details to track their shipment.


SECTION 4 – Returns for Faulty Goods:

Returns for Faulty Goods:

  • Returns will be accepted for faulty goods.
  • Customers must notify So Simple Solutions by emailing [email protected], quoting the order number or the name the order was purchased under.
  • So Simple Solutions will respond within 48 business hours to analyse the return request.
  • If the return request meets the criteria for a refund, a refund authorisation number will be allocated, and this number must accompany the returned item(s).


SECTION 5 – Returns for Change of Mind:

Returns for Change of Mind:
Returns for a “change of mind” are not generally accepted unless required by Australian Consumer Law (ACL). However, if a return for a change of mind is accepted at the discretion of So Simple Solutions, the following conditions will apply:

The customer must notify So Simple Solutions by emailing [email protected] within 30 days from the date of purchase.

  • The item(s) must be in their original condition and packaging.
  • The customer is responsible for covering the cost of returning the product.
  • A restocking fee may be applied.


SECTION 6 – Warranty and Faulty Products:

Warranty Claims:

  • All warranty claims must be returned with their original packaging and include proof of purchase.
  • Remedy options may include repair, replacement, or refund at the discretion of So Simple Solutions.
  • Please note that the warranty does not cover misuse, general wear and tear, or damage resulting from environmental factors.
  • This warranty does not affect the customer’s statutory rights under Australia’s ACL laws.


SECTION 7 – Goods Damaged During Transport:

Damaged Goods:

  • Customers must notify So Simple Solutions of any damage caused to goods during shipping within 24 hours of delivery.
  • It is necessary to provide photo evidence showing the damaged goods sustained during transit before opening the package.


SECTION 8 – Return Address:

Return Address:
Please send any returns to the following address:
So Simple Solutions
Returns Department
38 Ramsay Road
Five Dock NSW 2046


SECTION 9 – Shipping Charges for Returned Items:

Return Shipping Costs:
Please note that the customer is responsible for covering the cost of returning the product for all eligible returns.


SECTION 10 – Exclusions:

Excluded Items:
The following items are excluded from our Refund & Returns Policy:

  • Perishable goods
  • Gift cards


SECTION 11 – Refund Process:

Refund Process:

  • Upon receiving the returned item(s) and verifying their condition, So Simple Solutions will initiate the refund process.
  • Refunds will be processed using the original payment method used for the purchase, unless otherwise specified by the customer.
  • Refunds may take up to [number of days] to be credited back to the customer’s account, depending on the payment provider’s policies.
  • Any applicable restocking fees or return shipping costs will be deducted from the refund amount.


SECTION 12 – Returns:

Contact So Simple Solutions before returning any items, you will be instructed on the best way to return or warranty your product.


SECTION 13 – Customer Responsibilities:

Customer Responsibilities:

  • Customers are responsible for ensuring that the returned item(s) are securely packaged to prevent damage during return transit.
  • It is recommended to use a reliable shipping service with tracking and insurance for valuable items.
  • Customers should retain the proof of return shipment for reference until the refund or replacement is processed.


SECTION 14 – Customer Support:

Customer Support:
For any inquiries or assistance regarding returns, refunds, or warranty claims, customers can contact So Simple Solutions through the following channels:

Email: [email protected]
Phone: [02 9712 1022]

Please note that these policies are effective as of the specified date and may be subject to change. Customers are encouraged to review the policies periodically for any updates or revisions.

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