Return and Refund Policy

Last updated: August 19, 2026

Thank you for shopping with Simorae. We want you to feel confident about your purchase. Please review this policy before placing an order.

30-Day Return Policy

You may request a return within 30 calendar days after your order is delivered.

To qualify for a voluntary return, the item must be:

• In the same condition in which it was received;

• Unused, unworn, unwashed and free from damage;

• Free from pet hair, odours, stains and other signs of extended use;

• Returned with its original packaging, accessories, instructions and tags, where applicable; and

• Accompanied by proof of purchase or your Simorae order number.

You may carefully inspect or try the product only to the extent reasonably necessary to determine its fit, appearance and function. Items showing excessive use, washing, damage or contamination may be refused or have their refund reduced where permitted by law.

Starting a Return

To request a return, email us at simoraeee@gmail.com or use the Contact form available through the footer of simorae.com.

Please provide:

• Your full name;

• Order number;

• The item you wish to return;

• Your reason for the return; and

• Photographs or video if the item is damaged, defective or incorrect.

If your return is approved, we will provide the correct return address and return instructions.

Returns are accepted by mail only. Please do not return a product to the address printed on its original parcel, to the manufacturer or to a supplier unless Simorae has specifically instructed you to do so. Items returned without prior authorization may not be accepted.

Change-of-Mind Returns

For an ordinary change-of-mind return, the customer is responsible for arranging and paying for tracked return shipping.

We do not charge a restocking fee.

Original shipping charges are non-refundable where permitted by law. If your order was advertised with free shipping, Simorae will not deduct an undisclosed outbound shipping charge from your refund.

We strongly recommend using a trackable shipping method. Simorae cannot issue a refund for a return that is not received unless you provide valid proof of return or applicable law requires otherwise.

Damaged, Defective or Incorrect Products

Please inspect your order after delivery and contact us as soon as possible if your item is damaged, defective, unsafe, materially different from its description or if you received the wrong product.

Although we recommend contacting us within seven days to help us investigate quickly, this recommendation does not reduce any mandatory rights you may have under applicable consumer law.

Depending on the circumstances, Simorae may provide:

• A replacement;

• A repair, where appropriate;

• A partial refund;

• A full refund; or

• Another remedy required by applicable consumer law.

If Simorae requires a damaged, defective or incorrect item to be returned, we will provide a prepaid return label or reimburse reasonable return postage. Please do not discard the product or packaging until we have reviewed your request.

Pet Products and Hygiene

For health and hygiene reasons, we may be unable to accept a voluntary change-of-mind return for a product that has been heavily used on an animal, washed, soiled, exposed to bodily fluids or otherwise made unsuitable for resale.

This restriction does not apply when a product is defective, unsafe, incorrect or where applicable law gives you a right to a remedy.

Products That Cannot Be Returned

The following products generally cannot be returned for change of mind:

• Gift cards;

• Personalized or custom-made products;

• Products clearly marked as final sale before purchase; and

• Products damaged through misuse, neglect, unauthorized modification or failure to follow the supplied instructions.

Sale-priced products remain eligible for return unless they were clearly identified as final sale before checkout.

These exclusions do not limit rights relating to defective, unsafe, misdescribed or incorrect products.

Exchanges

The quickest way to receive a different size, colour or item is to return the original product and, after the return is approved, place a separate order for the replacement.

If Simorae sent the wrong item or the product is defective, please contact us before placing another order.

Refunds

We will inspect your return and notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method, normally within five business days after approval. Your bank, card issuer or payment provider may require an additional 5–10 business days to display the refund.

We cannot issue a refund to a different card, account or payment method.

If more than 15 business days have passed since we confirmed your refund, please contact us.

Order Cancellations

You may request cancellation within 12 hours after placing your order.

We will make every reasonable effort to cancel it, but cancellation is not guaranteed once the order has entered processing or has been submitted for fulfilment.

If the order has already been processed or shipped, you may request a return after delivery under this policy. Any mandatory cancellation or cooling-off rights provided by applicable law remain unaffected.

Missing or Delayed Orders

If an order has not arrived by the end of the estimated delivery period displayed at checkout or in your shipping confirmation, please contact us so that we can investigate with the carrier or fulfilment provider.

If tracking states that an order was delivered but you cannot locate it, please:

1. Check the delivery location and surrounding area;

2. Ask members of your household or neighbours;

3. Contact the carrier; and

4. Contact Simorae if the package remains missing.

We will review the tracking information and circumstances before determining the appropriate resolution. Your rights under applicable consumer law remain unaffected.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned because the address was incorrect, incomplete, unclaimed or refused without a valid product-related reason, we may offer reshipment at the customer’s expense or issue a refund less any non-recoverable shipping costs, where permitted by law.

Please contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after fulfilment begins.

Mandatory Consumer Rights

This policy provides Simorae’s voluntary return and refund terms. It does not exclude, restrict or replace any consumer guarantee, cooling-off period, cancellation right or other protection that cannot legally be excluded.

Depending on the customer’s location, applicable law may provide additional rights concerning cancellations, returns, repairs, replacements, refunds, delivery charges or the time allowed to return a product.

Where applicable law provides greater protection than this policy, the applicable law will prevail.

Contact Us

For return or refund questions, contact us at:

Simorae
Website: https://simorae.com
Email: simoraeee@gmail.com