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Simplibuy Order Cancellation, Returns & Refunds Policy

Governing Law: Ontario, Canada

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1️⃣ Order Cancellation Policy

• Customers may request cancellation of their order within 48 hours of placing it.

• Cancellation requests must be sent via email to customersupport@simplibuy.ca with:

  • Order number

  • Reason for cancellation

• Orders cannot be cancelled after 48 hours, as processing, packing, or shipping may already be underway.

• If an order has already been shipped, customers must follow the Returns & Refunds Policy for eligible items.

• Simplibuy reserves the right to refuse cancellations outside the 48-hour window, especially in case of special order items as these orders are not canceled.

Friendly note:

“We understand plans can change! To help us process your order efficiently, please request cancellations within 48 hours of purchase.”

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2️⃣ Returns & Refunds Policy

We aim to be fair to both our customers and our business. All returns require a valid Return Merchandise Authorization (RMA).

2.1 Return Eligibility

Returns are accepted within 5 business days of delivery for:

• Damaged, defective, or incorrectly shipped items (full refund or replacement)

• Stock items for change-of-mind (buyer’s remorse) within 3 business days, unopened and in original condition

Products must be:

• Unopened, unused, and in original packaging

• In resalable condition

• Accompanied by a valid RMA

Non-returnable items:

• Opened or used sterile/temperature-sensitive products

• Expired or perishable goods

• Special-order or custom-manufactured items

• Items returned without original packaging

• Items damaged or misused by the customer

• Returns outside the eligibility window

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2.2 How to Request a Return

Email customersupport@simplibuy.ca with:

• Order/invoice number

• Product name or SKU

• Quantity being returned

• Lot number / expiry date (if applicable)

• Reason for return

• Photos if product is damaged or defective

Unauthorised returns without an RMA will not be accepted.

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2.3 Restocking Fee

• Upto 25% restocking fee applies to change-of-mind returns.

• No restocking fee applies to defective, damaged, or incorrectly shipped items.

• Non-stocked or vendor-direct items may be subject to third-party fees, which will be communicated during the RMA process.

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2.4 Return Shipping Responsibility

• Customers are responsible for shipping costs on change-of-mind returns.

• Simplibuy covers shipping for returns due to damage, defects, or shipping errors.

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2.5 Defective or Damaged Items

• Must be reported within 3 business days of delivery with supporting photos.

• Upon verification, Simplibuy will issue a replacement or refund.

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2.6 Refund Processing

• Refunds are processed within 7–10 business days after return approval and inspection.

• Refunds are issued to the original payment method, unless otherwise arranged.

• Refunds are considered processed once issued; transit time depends on bank/issuer policies.

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3️⃣ FAQs

Q: Can I return something I ordered by mistake?
A: Yes, unopened stock items can be returned within 3 business days of delivery for change-of-mind returns. A 15% restocking fee applies.

Q: Who pays for return shipping?
A: Customers pay for return shipping unless the return is due to a defective, damaged, or incorrectly shipped item.

Q: Can I return a sterile or opened item?
A: No. For safety reasons, opened sterile or temperature-sensitive products cannot be returned.

Q: What if my item arrives damaged or incorrect?
A: Contact us within 3 business days with photos. Once verified, we’ll issue a refund or ship a replacement.

Q: How long will it take to get my refund?
A: Refunds are processed within 7–10 business days after inspection approval. Transit time depends on your bank.

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4️⃣ Policy Updates

• Simplibuy reserves the right to update or modify this policy at any time.

• The policy version and last updated date are displayed on the website. Customers are bound by the policy in effect at the time of purchase.