Simplibuy Order Cancellation, Returns & Refunds Policy

Governing Law: Ontario, Canada

Simplibuy is committed to providing a straightforward and fair returns process while recognizing that certain medical, healthcare, sterile, temperature-sensitive, and manufacturer-warranted products are subject to specific handling and warranty requirements.

1. Order Cancellation Policy

Customers may request cancellation of an order within 48 hours of placing the order.

Cancellation requests must be sent by email to customersupport@simplibuy.ca and should include:

• Order number

• Product(s) to be cancelled

• Reason for cancellation

Cancellation requests received after 48 hours may not be accepted, as the order may already have entered processing, purchasing, packing, or shipping.

Orders that have already shipped cannot be cancelled through the cancellation process. Customers must follow the applicable Returns & Refunds process below.

Simplibuy reserves the right to decline cancellation requests where an order has already been processed, purchased specifically for the customer, shipped, or is otherwise no longer reasonably cancellable.

Friendly note:
“We understand that plans can change! To help us process your request as smoothly as possible, please contact us within 48 hours if you need to cancel an order.”

2. Returns & Refunds Policy

All returns require authorization from Simplibuy before the product is shipped back.

An approved return will be assigned a Return Merchandise Authorization (RMA) number or other return instructions. Customers should not send products back without receiving return authorization.

Return eligibility depends on the reason for the return, the condition of the product, the time elapsed since delivery, and, where applicable, the manufacturer's warranty and return requirements.

2.1 Return Eligibility

A. Damaged, Defective, or Incorrectly Shipped Items

Customers should notify Simplibuy within 3 business days of delivery if an item:

• Arrives visibly damaged

• Does not function as expected

• Is defective

• Is missing components

• Is materially different from what was ordered

• Was shipped incorrectly

Customers should provide photographs and/or video where applicable, particularly for visible damage, packaging damage, missing components, or product defects.

Where possible, visible damage should be reported before the product is used, installed, transported, or taken to another location.

Simplibuy will review the reported issue and determine the appropriate next step. Depending on the product and circumstances, this may include troubleshooting, return for inspection, replacement, repair, credit, refund, or a manufacturer warranty claim.

A refund or replacement is not automatically guaranteed upon notification of a defect or damage. Certain products must be assessed by the manufacturer or authorized supplier before a final resolution can be determined.

B. Change-of-Mind Returns

Eligible stocked items may be returned for change of mind within 3 business days of delivery, provided that:

• The item is unopened and unused

• The item remains in its original packaging

• The item is in resalable condition

• The item has not been specially ordered, customized, or procured specifically for the customer

• The product is otherwise eligible for return

A 15% restocking fee applies to approved change-of-mind returns.

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

C. Non-Returnable Items

The following items are generally not eligible for return:

• Opened or used sterile products

• Opened temperature-sensitive products

• Products requiring controlled storage where the required conditions cannot be verified

• Expired or perishable products

• Products that have been used in a clinical or patient-care environment where applicable

• Special-order products

• Custom-manufactured or customized products

• Products purchased specifically or specially for a customer

• Products that are not in their original packaging where the packaging is necessary for resale or warranty purposes

• Products damaged through misuse, improper installation, improper storage, alteration, or handling by the customer

• Products returned without authorization

• Products outside the applicable return or reporting period

Certain manufacturers or product categories may have additional restrictions.

2.2 How to Request a Return or Report a Defect

Customers should email customersupport@simplibuy.ca and provide:

• Order or invoice number

• Product name and/or SKU

• Serial number, where applicable

• Quantity involved

• Lot number and expiry date, where applicable

• Description of the issue or reason for return

• Date the issue was discovered

• Photographs and/or video where applicable

For damaged products, photographs of the product, packaging, shipping carton, labels, and any visible damage may be requested.

For equipment that is not functioning, customers may be asked to provide a video demonstrating the issue or complete basic troubleshooting requested by Simplibuy or the manufacturer.

Unauthorized returns may be refused or delayed.

2.3 Manufacturer Warranty Claims

Certain products sold by Simplibuy are covered by manufacturer warranties.

Where a product is covered by a manufacturer warranty, the warranty claim may be subject to the manufacturer's terms, conditions, exclusions, inspection requirements, and approval process.

Simplibuy will assist customers in submitting and coordinating applicable warranty claims. However, the manufacturer may be required to assess the product before determining the appropriate resolution.

Depending on the manufacturer's warranty procedures and assessment, the resolution may include:

• Repair

• Replacement

• Credit

• Refund

• Troubleshooting

• Return for inspection

• Another remedy offered under the applicable manufacturer warranty

Submitting a warranty claim does not automatically guarantee a refund, replacement, or credit.

Customers may be required to provide:

• Serial number

• Proof of purchase

• Photographs

• Video

• Troubleshooting information

• Product history

• Other information reasonably requested by the manufacturer

Where required, the product may need to be returned for inspection or evaluation before the manufacturer confirms the final resolution.

If a manufacturer determines that an issue is not covered by its warranty, the applicable return, repair, inspection, shipping, or other costs may be the customer's responsibility, where permitted by law and communicated to the customer.

2.4 Reporting Visible Damage

Customers are expected to inspect products and packaging reasonably promptly after delivery.

Visible damage, missing components, broken parts, loose components, cracked housings, damaged packaging, or other physical concerns should be reported as soon as they are discovered and preferably before the product is used or transported.

Where physical damage is reported after the product has been used, transported, relocated, taken to a conference or event, or after a significant delay, Simplibuy may request additional photographs, video, documentation, or an inspection to determine the appropriate next step.

A delay in reporting visible physical damage may affect eligibility for a return, refund, replacement, credit, or manufacturer warranty claim because it may no longer be possible to reasonably determine when or how the damage occurred.

2.5 Restocking Fees

A 15% restocking fee applies to approved change-of-mind returns.

No restocking fee will normally apply where a return is determined to be the result of:

• A verified product defect

• Verified shipping damage

• An incorrect item shipped by Simplibuy

For special-order, non-stocked, vendor-direct, or manufacturer-specific products, third-party return, restocking, cancellation, or other fees may apply. Any applicable fees will be communicated during the return authorization process.

2.6 Return Shipping

Change-of-Mind Returns

Customers are responsible for return shipping costs for approved change-of-mind returns.

Defective, Damaged, or Incorrect Items

Where Simplibuy determines that a return is required because an item was incorrectly shipped or the issue is otherwise the responsibility of Simplibuy, Simplibuy will provide appropriate return instructions.

For manufacturer warranty claims, return shipping and other related costs may be subject to the manufacturer's warranty procedures and determination.

Customers should not arrange or incur significant return shipping, freight, courier, inspection, or other third-party charges without receiving instructions or authorization from Simplibuy.

2.7 Product Inspection

Returned products may be inspected by Simplibuy, the supplying vendor, or the manufacturer, depending on the nature of the return.

Inspection may be required to determine:

• Whether a product is defective

• Whether physical damage occurred before or after delivery

• Whether the product was used, installed, or handled appropriately

• Whether the product qualifies for a manufacturer warranty

• Whether the product is eligible for a refund, replacement, repair, or credit

The outcome of an inspection may affect the final resolution of the return or warranty claim.

2.8 Refunds and Credits

Where a refund is approved by Simplibuy, refunds are normally processed within 7–10 business days after return approval and, where applicable, receipt and inspection of the returned product.

Refunds are normally issued to the original payment method unless otherwise agreed.

For manufacturer warranty claims, a refund or credit may not be issued until the manufacturer or authorized supplier has completed its required assessment and confirmed the applicable resolution.

A refund is considered processed once issued by Simplibuy. The time for the funds to appear in the customer's account depends on the customer's financial institution or payment provider.

3. Order-Specific and Manufacturer Requirements

Certain products may be subject to additional manufacturer, distributor, regulatory, storage, handling, or return requirements.

Where such requirements apply, they may take precedence over Simplibuy's standard return procedure to the extent permitted by applicable law.

Customers may be required to follow manufacturer-specific procedures for warranty claims, repairs, replacements, recalls, or product evaluations.

4. Customer Responsibility

Customers are responsible for ensuring that products are:

• Stored according to the manufacturer's requirements

• Handled appropriately

• Used according to the manufacturer's instructions

• Installed correctly where applicable

• Not modified or altered without authorization

• Returned with the required accessories, components, packaging, and documentation where applicable

Damage resulting from misuse, improper storage, improper installation, unauthorized modification, neglect, or improper handling may not qualify for return, refund, replacement, or warranty coverage.

5. Refunds for Cancelled or Unfulfilled Orders

If Simplibuy cancels an order because a product is unavailable, discontinued, or cannot reasonably be fulfilled, any applicable refund will normally be issued to the original payment method.

Where a product is subject to a manufacturer or supplier backorder, Simplibuy may provide the customer with an updated estimated availability date or offer cancellation where appropriate.

Estimated availability dates provided by manufacturers or suppliers are not guaranteed delivery dates and may change.

6. Exceptions and Special Circumstances

Simplibuy may review individual cases based on the specific circumstances, product type, manufacturer requirements, and applicable law.

Any exception to this policy does not establish an ongoing obligation or precedent for future orders.

7. Frequently Asked Questions

Q: Can I cancel an order after placing it?

A: Cancellation requests should be submitted within 48 hours of placing the order. After that time, the order may already have entered processing, purchasing, packing, or shipping and may no longer be cancellable.

Q: Can I return something I ordered by mistake?

A: Eligible unopened, unused stock items may generally be returned within 3 business days of delivery. A 15% restocking fee applies, and the customer is responsible for return shipping.

Q: What if my item arrives damaged?

A: Please contact us within 3 business days and provide photographs of the product and packaging. Do not use or transport the product if possible until the issue has been reported. We will review the situation and provide return or warranty instructions where applicable.

Q: What if my equipment does not work?

A: Contact us within 3 business days with the order number, serial number, and details of the issue. Depending on the product, Simplibuy may need to coordinate a manufacturer warranty claim. The manufacturer may require troubleshooting, inspection, or return of the product before determining whether repair, replacement, credit, or another remedy applies.

Q: What if I discover physical damage after I have already used or transported the product?

A: Please contact us as soon as the damage is discovered. We may request photographs, video, or other information to determine when and how the damage occurred. Delayed reporting of physical damage may affect eligibility for a return or warranty claim.

Q: Who pays for return shipping?

A: Customers are responsible for return shipping for approved change-of-mind returns. For defective, damaged, or incorrectly shipped products, Simplibuy will provide appropriate instructions. Manufacturer warranty claims may be subject to the manufacturer's shipping and warranty procedures.

Q: Can I return a sterile or temperature-sensitive product?

A: Opened or used sterile and temperature-sensitive products are generally not eligible for return for safety and quality-control reasons.

Q: How long will my refund take?

A: Approved refunds are normally processed within 7–10 business days after return approval and, where applicable, receipt and inspection of the returned product. Your financial institution may require additional time to post the refund.

Q: Does reporting a defect automatically mean I will receive a refund or replacement?

A: No. Certain products are covered by manufacturer warranties and may require inspection, troubleshooting, or manufacturer approval before the appropriate resolution is determined.

8. Policy Updates

Simplibuy reserves the right to update or modify this policy from time to time.

The policy version and last updated date will be displayed on the website. Subject to applicable law, the policy applicable to an order will generally be the policy in effect at the time the order was placed.

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