Refund & Returns Policy

Effective Date: 2026

We want you to be completely satisfied with your purchase. This policy outlines how refunds, returns, and warranty claims are handled across all our websites. Your rights under the Australian Consumer Law (ACL) always apply — nothing in this policy limits those rights.

 

Your Consumer Rights

Under the ACL, you are entitled to a remedy if a product is faulty, not fit for purpose, or doesn’t match its description.

  • For a major failure, you may choose a refund or replacement.
  • For a minor issue, we may repair, replace, or refund the item.

 

Orders and Delivery

  • Dispatch: Orders are typically dispatched within 2–7 business days. Dispatch and delivery dates are estimates only and not guaranteed.
  • Packaging: We ship items in their original packaging wherever possible.
  • Transit Insurance: Goods are not insured in transit unless prepaid insurance is selected. We are not responsible for losses caused by delayed delivery.
  • Redirection: Redelivery or parcel redirection requests will incur additional charges.

 

Change of Mind Returns

Change-of-mind returns are not generally accepted unless required under the ACL. If a discretionary return is approved:

  • Timeframe: Notify us within 30 days of purchase.
  • Condition: Items must be unused, in original condition, and include all original packaging.
  • Costs: The customer covers return shipping costs.
  • Restocking Fee: A restocking fee may apply at our discretion (rarely charged unless necessary).

 

Exchanges

We’re happy to exchange an item if stock is available. Please contact us before returning the item so we can confirm availability and assist with the process.

 

Faulty Goods

If you believe your item is faulty:

  1. Contact So Simple Solutions via email at info@sosimplesolutions.com.au, quoting your order number or purchaser name.
  2. We’ll respond within 48 business hours to assess your claim and advise next steps.
  3. If your claim is accepted, we’ll guide you through the return, repair, or refund process.

 

Warranty Claims

If your product appears faulty under warranty:

  • Testing: The item must be returned for assessment. Return postage is the customer’s responsibility.
  • If Fault Confirmed: The product will be repaired, replaced, or refunded (at our discretion), and we will cover the shipping cost of returning the item to the customer.
  • If No Fault Found: The product will be returned at your expense.
  • Exclusions: Misuse, wear and tear, or environmental damage are not covered.

All warranty claims must include proof of purchase and, where possible, the original packaging. Warranty remedies are at the discretion of So Simple solutions and do not affect your ACL rights.

 

Goods Damaged in Transit

If goods arrive damaged:

  • Notify us within 24 hours of delivery.
  • Provide photographic evidence of both the damaged item and packaging before opening.

 

Refunds

  • Method: Refunds are issued using the original payment method.
  • Timeframe: Please allow 2–10 business days for funds to appear in your account, depending on your provider (PayPal, Afterpay, bank, etc.).
  • Deductions: Applicable restocking fees or initial shipping charges may be deducted from your refund.

 

Return Address

So Simple Solutions Pty Ltd
Returns Department
38 Ramsay Road
Five Dock NSW 2046

 

Customer Responsibilities

  • Ensure all returns are securely packaged to avoid damage in transit.
  • Use a trackable, insured shipping service and retain proof of postage.
  • Customers are responsible for all shipping costs associated with returns, warranty assessments, exchanges, or redelivery due to customer error.
  • Shipping costs are non-refundable.

 

Contact Us

For assistance with returns, refunds, or warranty claims:

  • Email: info@sosimplesolutions.com.au
  • Phone: +61 (2) 9712 1022

This policy is effective as of the date above and may be updated periodically. Please review it from time to time for any changes.