CUSTOM SERVICE

Return & Exchange

Change of mind return

Simplife offers exchanges based on change of mind purchases within 24 hours of receiving the goods. The customer is responsible for covering the actual cost of all shipping in relation to change of mind purchases, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes:

  • Cost of shipping the item to you in the first place
  • Cost of return freight to Simplife
  • Cost of sending out the new chosen products

Items must be returned in “New” condition which means you have not used, assembled, damaged, washed or laundered any of the items. The order must be packed in original packaging. If items are returned not in “New” condition, costs will be determined and debited from credit memo value.

If no items are chosen in exchange, a credit memo will be issued for future use (valid for 12 months).

Besides, all orders under $200 are subject to a $20 restocking fee. All orders over $200 are subject to a 10% restocking fee. This covers our time spent counting in, checking the goods for marks, re-folding & placing each carton back into the correct warehouse locations.

In order to minimize the chance of change of mind exchanges, customers are encouraged to visit our showroom and try the product if there are any concerns.

Returns are not permitted for all custom-made orders, trade customer orders, backorders and layby orders awaiting dispatch, floor stock items and clearance items.

You need to lodge a return request by sending an email to service@simplife.com.au and allow up to 10 business days for processing.

Defects

If a manufacturing default is present, Simplife will replace or fix the item(s). This excludes floor stock items and clearance items which are sold as-is. Please note that if you receive damaged goods as a result of a manufacturing defect, Simplife must be notified within 24 hours of your receipt of the product. Simplife endeavors to inspect all goods prior to dispatch.  Return and refund are only permitted for ready-made products when remedy is impossible. For Custom-made products, there is no return and refund option.

  • Timber

Due to the nature of timber, there may be a difference in shade, grain and shape from online images and floor samples to delivery stock. Nature imperfections on timber should not be considered as defects or faults.

  • Marble, ceramic and porcelain

Marble is a natural stone which will have unique imperfections and characteristics. Any variations in color, texture, polish and patterns are not faults. Differences between shipments is to be expected. This clause also applies to ceramic and porcelain. Nature imperfections on Marble, ceramic and porcelain should not be considered as defects or faults.

  • Color difference

We endeavor to ensure that all colors are displayed accurately, but you should be aware that colors may appear slightly different from the online images. Firstly, the same image will look different on different devices because the display resolution and the pixel size are different. Secondly, the same products will look different under different color temperature. The warm light is yellow and cool light is blue which will change the product color.  Thirdly, the brighter (higher lumens) the room is, the lighter the product will look like. Fourthly, the color may vary from dye lot to dye lot. The supplier cannot guarantee that the colors are exactly the same in different production batches.  These color differences are not a fault or error. These will be classified as a change of mind and returning items based on change of mind will be at the expense of the customer.

Shipping Fee

If an order is purchased during a ‘free shipping’ promotion and the customer wishes to exchange based on change of mind, the return shipping cost and new delivery charge must be paid.

Cancellation

For the ready-made range, if you want to cancel your order, please email through your cancellation request within 24 hours of purchasing. Since we do not offer refunds based on a change of mind, our accounts team will issue you with a credit memo which is valid for 12 months. Alternatively, if you choose not to have the credit memo, 50% of the total purchase price will be charged as a cancellation fee. You need to lodge a cancellation request by sending an email to service@simplife.com.au and allow 10 business days for processing. A cancellation request sent after 24 hours of purchasing will not be accepted.

Cancellations are not permitted for all custom-made orders, trade customer orders, backorders and layby orders awaiting dispatch, floor stock items and clearance items.

Instore Orders

Orders put through instore must follow in-store terms and conditions which are indicated on the invoice. Please choose carefully as no change of mind return and refund is allowed in store.