Your rights under Australian Consumer Law (ACL)

We want you to be happy with your purchase. This policy explains returns, refunds, exchanges and consumer rights (including Australian Consumer Law obligations).

Under the ACL, consumers are entitled to remedies for goods that are faulty, not fit for purpose, or don’t match their description. For a major failure, you may be entitled to a refund or replacement. These statutory rights are paramount and apply alongside our own return options.

Change of mind returns

We offer a change-of-mind return period of 30 days from delivery for most items, provided the product is unused, in original condition, and with all original packaging. Return shipping for change-of-mind is at your cost.

Faulty goods & warranty claims

• If your product is faulty, please contact us with order details and photos. We’ll assess the issue.
• Warranty terms: See warranty policy.

How to return

• Email info@sosimplesolutions.com.au with your order number, reason for return and photos (if faulty).
  
• We’ll provide return instructions.
  
• Pack the item securely and ship it to our returns address (we’ll provide details).
  
• Once received and inspected, we’ll process your refund, replacement or repair.

Refund timing & method

Refunds to credit/debit cards can take 3–10 business days depending on your bank.
Refunds for Afterpay purchases are processed to the provider — the refund timing and process follow Afterpay’s policy; please check your Afterpay account for final settlement details.

Exchanges

We can exchange items subject to stock availability. Contact us to arrange an exchange.

Fault assessment & dispute

If a fault is disputed, we may request a return for inspection. We aim to resolve disputes fairly and quickly.

Exclusions & non-returnable items

Items that are not eligible for change-of-mind returns may include (but are not limited to):

• Personalised items.
• Hygiene-sensitive products (where applicable).
• Items returned after 30 days for change of mind.

Return & replacement costs

If the product is faulty, we will cover return shipping and the cost of the replacement.

For change-of-mind returns, return postage is typically at your cost unless a promotion states otherwise.

Contact

Email info@sosimplesolutions.com.au.