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Chemical Elixir USA LLC ("Company," "we," "us," or "our") sells products through www.simplycleanaustralia.com and related online services that link to this Sales Policy (the "Site"). This Sales Policy applies to online purchases from us and covers orders, payment, shipping, delivery, cancellations, returns, refunds, store credits, discounts, and related sales terms.
This Sales Policy is incorporated into our Website Terms and Conditions. By placing an order, you agree to this Sales Policy, our Website Terms and Conditions, our Privacy Policy, and any additional terms presented at checkout. If this Sales Policy conflicts with the Website Terms and Conditions on an order, shipping, delivery, return, refund, or store credit issue, this Sales Policy controls for that issue.
Nothing in this Sales Policy limits any non-waivable rights you may have under applicable law.
1. Sales Territory
We currently sell and ship products only within the United States. We do not offer international shipping. We may refuse, cancel, or refund any order with a shipping address outside our service area or any address that we, our fulfillment provider, or our carrier cannot service.
All purchases are intended for final delivery to locations within the United States and are not for unauthorized resale or export.
2. Products, Availability, and Product Information
Product descriptions, images, ingredients, packaging, quantities, prices, availability, and other information on the Site are provided for general reference and may change without notice. We try to present product information accurately, but we do not guarantee that all information is complete, current, or error-free.
We may limit quantities, discontinue products, correct errors, refuse orders, or cancel orders where permitted by law, including for inventory issues, pricing errors, suspected fraud, suspected unauthorized resale, payment issues, shipping restrictions, or other business reasons.
3. Order Submission and Acceptance
When you submit an order, you are making an offer to purchase the products listed in your order. We may accept or reject an order in our discretion. An automatic order acknowledgement or confirmation email does not guarantee acceptance of the order.
You agree to provide current, complete, and accurate order, billing, shipping, and contact information. We are not responsible for delivery problems, delays, losses, or additional costs caused by inaccurate or incomplete information provided by you.
4. Prices, Taxes, and Payment
Prices are listed in U.S. dollars unless otherwise stated. Prices do not include taxes, shipping, handling, or other fees unless expressly stated at checkout. Applicable taxes and shipping charges will be shown during the checkout process where required or available.
We currently accept debit cards and credit cards. We may add, remove, or change accepted payment methods at any time. Payments are processed by third-party payment processors. By submitting payment information, you authorize us and our payment processors to charge the payment method you provide for the order total and any applicable taxes, shipping, and fees.
If your payment is declined, reversed, charged back, or otherwise not completed, we may cancel or suspend your order. We are not responsible for fees charged by your bank, card issuer, or payment provider.
5. Order Cancellations and Changes
You may request to cancel or change an order only before the order has been fulfilled. Once our third-party logistics provider, warehouse, or fulfillment provider has packed, processed for shipment, or shipped the order, cancellation or changes are no longer available.
To request a cancellation or change, contact us promptly at hello@simplycleanaustralia.com with your order number. We cannot guarantee that we will be able to stop or change an order before fulfillment begins.
If we approve a cancellation before fulfillment, any approved refund will generally be processed within 10 business days, subject to the timing and rules of the applicable payment processor, bank, or card issuer.
6. Shipping and Delivery
Orders are generally processed within 24 to 48 hours on business days. Orders placed on weekends or holidays are generally processed on the next business day. Business days exclude Saturdays, Sundays, and U.S. federal holidays.
After shipment, estimated delivery is usually 4 to 10 business days, depending on the delivery location within the United States. Remote, regional, or less accessible areas may take longer.
Delivery dates and timeframes are estimates only and are not guarantees. Delivery may be affected by carrier delays, weather, holidays, high-volume periods, address issues, fulfillment issues, or events outside our reasonable control.
If we learn that we cannot ship within the stated timeframe, we will provide any delay notice, cancellation option, or refund required by applicable law.
7. Delivery Address, Failed Delivery, and Risk of Loss
Products will be shipped to the address you provide at checkout. You are responsible for confirming that the shipping address is accurate and complete before submitting your order.
If a package is returned to us because of an incorrect address, incomplete address, refused delivery, failure to collect the package, or another issue caused by the customer, we may charge additional shipping fees for any approved reshipment. Original shipping charges are not refundable unless required by law or unless the issue was caused by our error.
Title and risk of loss pass to you when the products are delivered to the shipping address you provided, except to the extent otherwise required by applicable law.
8. Lost, Stolen, Delayed, or Failed Delivery
Lost, stolen, delayed, misdelivered, returned-to-sender, or failed-delivery issues are handled case by case. If you experience a delivery issue, contact us at hello@simplycleanaustralia.com as soon as possible and provide your order number, tracking information, delivery address, and a description of the issue.
We may ask you to cooperate with carrier investigations or provide additional information. Depending on the circumstances, we may offer a replacement, refund, store credit, reshipment, or other resolution in our discretion, subject to applicable law.
We do not guarantee replacement or refund for packages that are delayed by the carrier or marked as delivered by the carrier, but we will review each situation in good faith.
9. Returns for Customer Preference or Ordering Error
If you want to return products because you changed your mind, ordered the wrong products, entered incorrect order information, or otherwise made an ordering mistake, we may agree to accept a return in our discretion. Approved returns under this section will be issued as store credit only, not a cash refund, unless we decide otherwise or applicable law requires otherwise.
To request a return under this section, you must contact us within 5 business days after receiving your order and provide a valid reason for the return. You must contact us and receive approval before returning any product.
If we approve the return, you must ship the products back within 7 business days after approval and provide us with parcel tracking details. You are responsible for return shipping costs for customer-preference returns, ordering errors, incorrect addresses, and other issues not caused by us.
Returned products must arrive back to us unopened, unused, undamaged, in original packaging, and in saleable condition. Products that are opened, used, damaged, incomplete, altered, not in original packaging, or otherwise not in new and saleable condition may not be eligible for store credit. If we determine that a returned item is not in saleable condition, we may provide photos and contact you regarding the issue.
For approved customer-preference or ordering-error returns, store credit will be calculated based on the purchase price paid for the returned products, less a 5% processing fee to cover third-party processing costs, unless prohibited by law. Original shipping charges are not refundable. Store credit will generally be processed within 5 business days after the returned products are received and approved in saleable condition.
If you checked out as a guest and store credit is approved, we may create an account for you and email access details so that you can use the store credit.
10. Damaged, Defective, Incorrect, or Missing Items
If you receive a damaged, defective, incorrect, or missing item, you must report the issue to us within 5 days after delivery. Please contact us at hello@simplycleanaustralia.com and include your order number, a description of the issue, and photos showing the problem, including photos of the product, packaging, and shipping materials where relevant.
We will assess each report case by case. If we determine that a product was damaged, defective, incorrect, or missing due to our error or a fulfillment issue, we may offer one or more of the following remedies in our discretion, subject to applicable law: store credit, refund, replacement, or shipment of the correct item.
If the issue was caused by our error, we will cover approved return shipping or reshipping costs. If the issue was caused by customer error, including an incorrect product selection or incorrect shipping information, you are responsible for return shipping and any additional shipping costs unless we decide otherwise.
Please keep the product, packaging, and shipping materials until we finish reviewing the issue. We may require return of the product or packaging before issuing a refund, replacement, or store credit.
11. Refunds, Store Credits, and Processing Time
Approved refunds may be issued to the credit card or debit card used for the transaction, to a verified nominated bank account, or as store credit, as we determine in our discretion and as permitted by law. We may offer store credit instead of a refund where the issue relates to customer preference, ordering error, or another matter not caused by us.
Approved refunds are generally processed within 10 business days after approval or after we receive and inspect returned products, as applicable. Your bank, card issuer, or payment processor may require additional time to post the refund to your account.
Original shipping charges are not refundable unless required by law or unless the return or refund is caused by our error. Store credits are not redeemable for cash except where required by law and may be subject to expiration dates or restrictions stated when issued.
12. Discount Codes, Store Credits, and Promotions
We may offer discount codes, store credits, promotions, or other offers from time to time. Each discount, credit, or promotion is subject to the terms stated at the time it is offered, including any expiration date, product exclusions, order minimums, or other restrictions.
Discounts cannot be combined with other deals, discounts, credits, or promotions unless we expressly state otherwise. Discounts and credits cannot be applied retroactively to prior purchases and have no cash value except where required by law. We may modify, suspend, or cancel promotions at any time, subject to applicable law and the terms of the promotion.
13. Subscriptions, Auto-Renewals, Pre-Orders, and Backorders
We do not currently offer subscriptions, auto-replenishment, recurring deliveries, memberships, pre-orders, backorders, waitlists, or deposits through the Site. If we offer any of these options in the future, additional terms may apply and will be provided at checkout or in separate program terms.
14. Third-Party Purchases
This Sales Policy applies only to products purchased directly from us through the Site. If you purchased a product from a retailer, wholesaler, marketplace, or other third party, you must contact that seller directly for returns, refunds, exchanges, credits, and customer service. Retailers or wholesalers may contact us according to their applicable relationship with us, but we do not process third-party purchase returns or refunds directly for customers unless we expressly agree otherwise.
15. No Satisfaction Guarantee; Product Use
We do not offer a satisfaction guarantee or voluntary warranty unless we expressly state otherwise in writing for a specific product. Product concerns involving damaged, defective, incorrect, or missing items are handled under Section 10.
You are responsible for reviewing and following all product labels, directions, warnings, and instructions before use. Products should be used only as directed.
16. Changes to This Sales Policy
We may update this Sales Policy from time to time. The updated Sales Policy will be posted on the Site with a new effective date. The Sales Policy in effect when we accept your order will apply to that order, except where applicable law requires otherwise.
17. Contact Us
Questions about orders, shipping, returns, refunds, store credits, or this Sales Policy may be sent to:
Chemical Elixir USA LLC
