Refund policy

Returns, Refunds, Exchanges and Cancellations Policy

Last updated: 22 July 2026

At SIMCO Skincare, every order is selected, made and packed with care. We hope you love your purchase, but we understand that occasionally something may not be quite right.

This policy applies to products purchased directly from SIMCO Skincare, including products within the SIMCO MAISON collection, through our online store or physical shopfront.

Please contact us before returning an item so that we can provide the correct return instructions and return address.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy limits or excludes any rights or remedies you may have under the Australian Consumer Law. These rights apply separately from our voluntary change-of-mind policy below.

1. Change-of-Mind Returns

We accept eligible change-of-mind returns within:

• 30 days from the date an online order is delivered; or
• 30 days from the date of purchase for shopfront purchases.

To qualify for a change-of-mind return, the product must:

• be unused and in its original condition;
• be suitable for resale;
• include all original packaging, labels, accessories, components and instructions;
• have all product seals intact where applicable; and
• be accompanied by reasonable proof of purchase.

Skincare, soap, bath, body-care, refill and other personal-use products must also be unopened.

Bundles, gift sets and kits must be returned complete, with all included products unused and unopened.

SIMCO Skincare reserves the right to decline a change-of-mind return where the product does not meet these conditions.

2. Products Excluded From Change-of-Mind Returns

For hygiene, health, safety and resale reasons, we cannot accept change-of-mind returns for:

• opened or used soaps, skincare, bath or body-care products;
• products with broken or removed hygiene seals;
• refill products that have been dispensed, including products placed into customer-supplied containers;
• personalised, customised or specially made products;
• gift cards;
• complimentary samples or promotional gifts;
• incomplete bundles, gift sets or kits;
• products damaged after delivery by misuse, neglect or improper storage; or
• products clearly marked as final sale before purchase.

These exclusions apply only to change-of-mind returns. They do not affect your rights where a product is faulty, unsafe, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee.

3. SIMCO MAISON Change-of-Mind Returns

SIMCO MAISON products must be unused, in their original condition and returned with all original packaging, accessories and components.

For change-of-mind returns:

• candles must be unlit and unused;
• reed diffusers, fragrance oils, room sprays and similar products must be unopened and unused;
• salt lamps and other electrical products must be unused and returned with their original cord, bulb, fittings and other supplied components;
• homewares must not have been assembled, installed, washed, altered or used; and
• products cannot be returned solely because an opened fragrance product does not suit the customer’s personal scent preference.

These requirements do not affect a customer’s rights under the Australian Consumer Law where a SIMCO MAISON product has a problem.

4. Change-of-Mind Postage and Costs

Customers are responsible for the cost of returning change-of-mind items to SIMCO Skincare.

We recommend using a trackable postage service and packaging the product securely. SIMCO Skincare cannot process a return until it has been received and is not responsible for change-of-mind returns that are lost or damaged while being returned.

Original delivery charges are not refundable for change-of-mind returns.

Where an exchange is requested, the customer is also responsible for the cost of delivering the replacement product. Any difference in product price must be paid before the replacement is dispatched.

No restocking fee will be charged for an accepted change-of-mind return.

5. Change-of-Mind Refunds and Exchanges

Once the returned product has been received and inspected, we will let you know whether the return has been accepted.

Approved refunds will be issued to the original payment method used for the purchase. We aim to process approved refunds within five business days, although banks and payment providers may require additional time for the funds to appear.

Where a purchase was made using a buy-now-pay-later service, the refund will be processed through the original provider and any remaining payments will be adjusted by that provider.

Exchanges are subject to product availability. If the requested replacement is unavailable, we will offer a refund or store credit for the eligible returned product.

6. Faulty, Damaged, Unsafe or Incorrect Products

Please contact us as soon as reasonably possible if your order:

• arrives damaged;
• contains an incorrect product;
• is missing a product;
• is faulty or unsafe;
• is materially different from its description or images;
• is not fit for its disclosed purpose; or
• otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Please email contact@simcoskincare.com.au and provide:

• your name;
• your order number or proof of purchase;
• a description of the problem; and
• clear photographs or video where reasonably possible.

Photographs and video help us investigate the problem and resolve it promptly, but providing them does not replace or remove your rights under the Australian Consumer Law.

Please do not dispose of the product or its packaging before contacting us unless retaining the product would be unsafe.

We may need to inspect or assess the product before confirming the appropriate remedy.

7. Remedies for Product Problems

The remedy available will depend on the nature and seriousness of the problem.

Where a product has a major problem, the customer may be entitled to choose between a replacement or refund in accordance with the Australian Consumer Law.

Where a problem is minor, SIMCO Skincare may choose to provide an appropriate remedy within a reasonable time. Depending on the product and circumstances, this may include a repair, replacement or refund.

For low-value or personal-use products where repair is not practical, we may provide another appropriate remedy, such as a replacement or refund.

Consumer guarantee rights are not limited to the 30-day change-of-mind period and may continue for a reasonable period based on the product’s nature, price and expected lifespan.

Any manufacturer’s or supplier’s warranty is provided in addition to, and does not replace, rights under the Australian Consumer Law.

8. Return Costs for Product Problems

Where a product is confirmed to be faulty, damaged, unsafe, incorrectly supplied or otherwise covered by the Australian Consumer Law, SIMCO Skincare will cover or reimburse reasonable return costs.

Depending on the circumstances, we may:

• provide a prepaid return label;
• arrange another suitable return method;
• reimburse reasonable postage costs after receiving proof of payment; or
• resolve the matter without requiring the product to be returned.

Please contact us before paying for return postage so that we can confirm the most appropriate method. Keep any postage or transport receipts if we ask you to return the product at your own initial expense.

No processing, administration or restocking fee will apply to a remedy provided under the Australian Consumer Law.

9. Sale, Clearance and Final-Sale Products

Sale and discounted products remain covered by the Australian Consumer Law.

A remedy may not be available for a particular defect that was clearly disclosed before purchase and formed the reason for the reduced price. This does not affect the customer’s rights regarding any other undisclosed problem.

Products clearly marked as final sale are not eligible for change-of-mind returns, but they remain covered by the Australian Consumer Law.

10. Individual Preferences and Skin Sensitivities

We cannot accept an opened or used product as a change-of-mind return solely because:

• the fragrance is not to the customer’s personal preference;
• the colour, texture or finish is not personally preferred;
• the customer selected the wrong product; or
• the product does not suit an individual preference or skin type.

Individual sensitivity or an adverse reaction does not automatically mean that a product is faulty. However, please discontinue use and contact us if you experience an unexpected reaction or believe a product may be unsafe, contaminated, incorrectly labelled or materially different from its description.

We will consider the circumstances and any rights that may apply under the Australian Consumer Law.

11. Handmade and Natural Variations

Many SIMCO Skincare and SIMCO MAISON products are handmade in small batches or contain naturally derived materials and ingredients.

Minor variations may occur in:

• colour;
• shape;
• weight;
• texture;
• scent intensity;
• finish;
• decorative placement; and
• the natural appearance of ingredients or materials.

Natural salt, stone, timber, botanicals and other naturally occurring materials may also vary from one product to another.

These ordinary variations form part of the handmade or natural character of the product and are not generally considered faults.

This does not apply where a product is unsafe, materially different from its description or otherwise fails to meet a consumer guarantee.

12. Order Changes and Cancellations

Please contact us as soon as possible if you need to cancel or change an order.

We will do our best to assist, but cancellation or amendment cannot be guaranteed once an order has been processed, packed or prepared for dispatch.

Once an order has been dispatched, it cannot be cancelled. After delivery, the product may be returned only where it qualifies under this policy or where rights apply under the Australian Consumer Law.

Where we can cancel an order before dispatch, the refund will be issued to the original payment method.

13. Proof of Purchase

We may request reasonable proof that the product was purchased from SIMCO Skincare.

Proof of purchase may include:

• an order confirmation;
• a receipt;
• a bank or payment-provider transaction;
• a gift receipt; or
• another record that reasonably demonstrates the purchase.

The original packaging is required for change-of-mind returns but is not necessarily required when requesting a remedy for a faulty or non-compliant product.

14. Purchases From Stockists or Other Retailers

Where a SIMCO product was purchased from another retailer or authorised stockist, please contact that retailer first, as they processed the original purchase.

Products purchased from unauthorised third-party sellers cannot be returned to SIMCO Skincare as change-of-mind returns.

This does not limit any rights or remedies that may be available under the Australian Consumer Law.

15. Contact Us

To request a return, report a product problem or ask a question about this policy, please contact:

SIMCO Skincare
Email: contact@simcoskincare.com.au
Website: www.simcoskincare.com.au

Please include your name, order number and a brief explanation of how we can help.