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Refund policy
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Contact Us
Questions about orders, shipping, returns, and refund policy may be sent to:
Chemical Elixir USA LLC
