Returns & Refund Policy | SimpelHaus Australia

Returns & Refund Policy | SimpelHaus Australia

Returns & Refund Policy

We want you to shop with confidence. If there is an issue with your order, please contact us and our customer service team will assist you as soon as possible.

This Returns & Refund Policy applies to products purchased directly from SimpelHaus.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy is in addition to your rights under the Australian Consumer Law.

Incorrect, Damaged or Faulty Products

If you receive an incorrect, damaged or faulty product, please contact us within 7 days of delivery.

To help us assess the issue quickly, please provide:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the issue
  • Photos of the packaging if the item arrived damaged

Once reviewed, SimpelHaus may provide a replacement, repair, store credit or refund depending on the nature of the issue and your rights under Australian Consumer Law.

Missing Items

If an item is missing from your order, please contact us within 7 days of delivery with your order number so we can investigate and arrange a suitable resolution.

Change of Mind Returns

Due to the nature of our products, we generally do not accept returns or refunds for change of mind.

Please choose carefully before placing your order.

However, SimpelHaus may consider a return request at our discretion subject to the following conditions:

  • The request is made within 7 days of delivery
  • The item is unused and in original condition
  • The item is returned in original packaging
  • The product is not opened, installed, assembled or used
  • The product is not damaged after delivery
  • The return is approved by SimpelHaus before being sent back

Approved change of mind returns may be subject to:

  • Return shipping costs
  • Original shipping charges
  • A restocking fee where applicable

Any approved refund will be processed after the returned item has been received and inspected.

Essential Oils

For hygiene and safety reasons, we do not accept returns on essential oils if:

  • The tamper evident seal has been broken
  • The product has been opened or used
  • The item has been damaged after delivery

This does not apply where the product is faulty or where required under Australian Consumer Law.

Diffusers & Home Accessories

Returns for diffusers and home accessories must be approved before being sent back.

Products must be returned unused and in original packaging where possible.

Minor colour variation, timber grain variation, packaging damage or minor cosmetic differences that do not affect normal use are not considered faults.

Compressed Sofas & Lounges

Compressed sofas and lounges may require time to fully expand and settle after unpacking.

Please allow up to 72 hours for the sofa to recover its intended shape. In some cases, full recovery may take longer depending on room temperature, storage conditions and product design.

Minor wrinkles, creases, fabric marks, foam settling, firmness variation and small measurement tolerances are considered normal characteristics of compressed furniture and are not regarded as faults.

Due to the bulky nature of compressed sofas and lounges:

  • Change of mind returns are generally not accepted once opened or unpacked
  • Items must not be disposed of unless instructed by SimpelHaus
  • Customers may be asked to provide detailed photos or videos before a claim is assessed
  • Return requests must be approved before arranging any return shipment

Returns may not be accepted for issues relating to personal comfort preference, softness, firmness, size expectation or minor appearance variation.

Return Shipping Costs

Where a return is approved due to a confirmed fault, damage or incorrect item, SimpelHaus will assist with the appropriate resolution.

For change of mind returns or non-fault related returns, customers may be responsible for:

  • Return shipping costs
  • Original shipping charges
  • Any applicable restocking fees

Shipping fees are generally non-refundable unless required under Australian Consumer Law.

Sale Items

Sale items are covered by the same Australian Consumer Law guarantees as regular priced items.

Unless required under Australian Consumer Law, we do not offer refunds or exchanges on sale items for change of mind.

Refund Processing

Once your return or claim has been reviewed and approved, refunds will be processed back to the original payment method.

Please allow time for your financial institution to process the transaction.

Contact Us

If you experience any issues with your order, please contact SimpelHaus with your order number and details of the issue so we can assist you.

Please do not return any items without approval from our customer service team first.