1. Return Window

You may request a return within 14 days of receiving your order. To be eligible, the item must meet our return conditions and must be approved by our support team before it is sent back.

2. Return Eligibility

To qualify for a return, the product must be:

• Unused, clean, and in its original condition.
• Returned with all original packaging, manuals, accessories, adapters, cables, and included parts.
• Free from damage caused by misuse, incorrect installation, negligence, or improper handling.
• Approved by Simplio support before being shipped back.

3. Return & Refund Overview

4. How to Request a Return

To start a return request, email us at support@simplio.info with the following information:

• Your full name.
• Your order number.
• The email address used at checkout.
• The reason for your return request.
• Clear photos or videos if the item is damaged, defective, incorrect, or missing parts.

After reviewing your request, our support team will provide return instructions if your return is approved.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or missing parts, please contact us as soon as possible at support@simplio.info. Include your order number and clear photos or videos showing the issue.

Once reviewed, we may offer a replacement, refund, store credit, replacement part, or another suitable solution depending on the case.

6. Non-Returnable Items

Some products may not be eligible for return for hygiene, safety, or condition reasons.

• Items that have been used, washed, installed, damaged, or altered.
• Pet care items that show signs of use, hair, soap residue, stains, water marks, or hygiene concerns.
• Products returned without original packaging, accessories, adapters, manuals, or included parts.
• Items damaged due to misuse, incorrect setup, poor maintenance, or failure to follow instructions.
• Final sale items, clearance items, promotional gifts, and gift cards.

7. Return Shipping Costs

Customers are responsible for return shipping costs unless the item is confirmed by our support team to be damaged, defective, incorrect, or missing essential parts.

Original shipping fees are non-refundable unless the refund is related to an approved issue caused by Simplio, the supplier, or fulfillment process.

8. Refund Processing

Once your returned item is received and inspected, we will notify you by email whether your refund has been approved or refused.

If approved, the refund will be issued to your original payment method. Processing times may vary depending on your bank, card provider, payment processor, or country.

9. Exchanges

Exchanges may be offered when an item is damaged, defective, incorrect, or when a replacement is available. If an exchange is approved, our support team will provide the next steps.

If the requested replacement is unavailable, we may offer a refund, store credit, or another suitable solution.

10. Order Cancellations

If you want to cancel an order, please contact us immediately at support@simplio.info. We will do our best to help, but cancellations are not guaranteed once the order has been processed, sent to a supplier, packed, shipped, or fulfilled.

11. Supplier & Manufacturing Partner Fulfillment

12. Refused or Undeliverable Packages

If a package is refused, unclaimed, returned due to an incorrect address, or undeliverable because of customer-provided information, shipping costs and handling fees may be deducted from any eligible refund.

13. Contact Before Returning

Please do not send products to our registered business address unless our support team specifically instructs you to do so. Return addresses may differ depending on the product, supplier, warehouse, and destination country.