Refund policy

Order Cancellations

  • Due to our fulfillment process, once orders are placed they cannot be canceled or modified once submitted.

Please review your order carefully before completing checkout.

Return Eligibility

Returns may be considered only if all conditions below are met:

  • A return request must be submitted within Ten (10) days of purchase. 

  • Item(s) must be unused, clean, and in the same condition as received

  • Item(s) must be returned in original packaging and documentation

  • Return authorization must be approved before sending items back

  • Item(s) are not a sale, grab bag or other promotional item 

  • Include a receipt documenting your proof of purchase 

Returned items are subject to a 20% restocking fee, which covers inspection, handling, and reprocessing and restocking. If the purchase hit the free shipping threashold, the amount Simrell Collection paid for shipping will be deducted from your return.

Return Process

To request a return:

  • Contact customer service via the Contact Form or email contact@simrellcollection.com

  • Include your order number and reason for return

  • Do not ship items back without approval

Customers are responsible for return shipping costs.

Non-Returnable / Partial or No Refund Situations

Refunds may be reduced or denied in the following cases:

  • Item is returned used, altered, damaged, or missing parts not due to our error

  • Item is returned dirty or contaminated

    • For hygiene and safety reasons, items returned in an unsanitary condition cannot be restocked and may be discarded.

  • Unauthorized returns (sent without approval)

International orders that are refused by the customer at customs and abondon the shipmet may not be eligible for a refund unless the package is returned to us undamaged. 

Please note: The Customs agency may destroy, or auction off the goods rather than return them to us. 

Customers are responsible for knowing their country’s VAT, duty, and tax requirements prior to ordering.

Refunds (If Approved)

  • Once a return is received and inspected, you will be notified via email

  • If approved, refunds are issued to the original payment method or Store Credit depending on the circumstances. 

  • Refunds are processed within 3-4 business days after approval

  • Shipping and handling fees are non-refundable

  • The 20% restocking fee will be deducted from the refund amount

Late or Missing Refunds

If you have not received a refund:

  1. Check your bank account

  2. Contact your credit card provider (posting delays are common)

  3. Contact your bank

If the refund still has not appeared after these steps, please contact us.

Sale Items

  • Sale or discounted items may be final sale

  • Eligibility for return or refund on sale items is determined case-by-case.

  • Clearance or heavily discounted items are typically non-refundable

Warranty Claims

Initial Delivery Issues

  • Any issues upon arrival must be reported within 24 hours of delivery

  • Photos are required to document the issue

  • Do not use the product prior to reaching out to us if there is an issue as we may request the product to be returned to us for inspection. 

Warranty Evaluation

  • Customers may be required to submit photos and/or video

  • In some cases, the product may need to be returned for inspection

  • Resolution (repair, replacement, or other remedy) is determined case-by-case and may require the product to be sent to us for further evaluation or repair. 

Cleaning Requirement for Inspection

  • Items returned for inspection must be thoroughly cleaned

  • If an item arrives dirty or contaminated:

    • The condition will be documented

    • A $50 cleaning fee will be required before the item is shipped back 

 

By placing an order with Simrell Collection, you acknowledge and accept the terms outlined in this policy.