Return & Warranty
If you are not completely happy with your purchase, you may return or exchange the item(s) in their original new condition within 30 days of receipt.
Items should be returned in their original condition, with all tags attached, and in the original packaging. We reserve the right to deny refunds if the returned items do not meet these requirements.
Customs/import duties and transaction fees are non-refundable.
Kickstarter and Indiegogo purchases are non-refundable.
Please note that unapproved returns will not be accepted.
Even if you return your gear, we consider you part of the Simp Design family, so feel free to keep any freebie!
Returns or Exchange Due to Damage or Incorrect Orders
If your product arrives damaged, defective, or if you receive an incorrect item, please contact us as soon as possible. Provide photos of the wrong or faulty items, and we will guide you through the return process to ensure a replacement is sent as quickly as possible. In this case, we will be responsible for all shipping costs during the process.
Returns or Exchange Due to Change of Mind
If you wish to return an item due to a change of mind or an unwanted gift, please initiate your return within 30 days of delivery. Please note that we will not be responsible for the original shipping fee and return shipping costs, including any fees that may apply. The original shipping fee will be deducted from the refund amount.
> Request your return by filling out the Return&Warranty form below, and we’ll get back to you within 4 business days.
> Once your return is approved, we will confirm with you through email with detailed return instructions.
> Returns must be initiated within 30 days of receipt and sent back within 14 days of approval.
> You can post your return back to us using the shipping carrier of your choice however, we do highly recommend choosing a carrier that provides a tracking number.
Processing and Timeline
Return credits or refunds will be initiated as soon as your return is received and verified at our returns processing facility. Please allow 1-2 weeks for this process to be completed in full. If you don’t receive your credit or refund within four weeks of returning the item, please contact us with your order number or the email used for the order, along with the tracking number or proof of postage so we can investigate.
To accommodate your needs, we offer several refund options:
Store Credit (recommended): Receive a credit for future purchases, allowing you to quickly reorder or explore other items. Store credit is processed within 7 business days from receipt of the returned items.
Exchange: Swap for another product with ease. Your new order will be shipped within one week of receiving the returned item.
Refund to Original Payment Method: This process typically takes 7-21 business days, depending on your financial institution.
U.S, EU (UK), AU Returns
Our return warehouses are located in the following regions:
For US returns: New York, The U.S.
For EU (including UK) returns: Frankfurt, Germany
For AU returns: Melbourne, Australia
International Returns
We have two international return centres for your convenience:
Guangzhou, China
Melbourne, Australia
Feel free to choose whichever location works best for you and let us know in the form.
Return & Exchange
Warranty
At Simp Design, our products are all covered by warranty. Our warranty offers peace of mind by covering eligible items against manufacturing defects and material flaws, with coverage lengths ranging from 1 to 3 years, as detailed below or specified on the product page. If you encounter any issues with functionality or quality, we’re here to assist you.
This warranty covers faults in both materials and workmanship, including components such as zippers, buckles, fidlocks, and fabrics, as well as workmanship involving seams, seam tape, and overall construction.
To initiate a warranty claim, please note that customers are responsible for all shipping fees related to returning warranty items to us, as well as for receiving replacement products; we do not cover the shipping costs for outgoing replacements.
Once your returned item is received, we will evaluate the damage and determine whether to repair the item or issue a replacement of equal or superior quality. If repair is not feasible, we will either provide store credit or replace the product with one of similar value. Your satisfaction is our priority, and our team is ready to help you every step of the way.
We cover your product if:
It doesn’t match the description provided.
It has manufacturing defects, including faults in materials
It was damaged during transit.
What we don’t cover:
Damage from loss, theft, fire, water, or natural disasters.
Malfunctions from improper use, carelessness, or accidents (e.g., dents, cuts).
Normal wear and tear (e.g., holes after 6 months).
General breakdown of materials over time and use
Coverage Lengths:
1 year from receipt: Simprella 2.0, Simprella 3.0, Flexy, Refurbished FLEXY, all accessories
3 years from receipt: FLEXY PRO
Kickstarter & Indiegogo purchases enjoy different coverage lengths and are specified in the campaigns
Please note that we limit coverage to one claim per product.
Hit the "Start warranty claim" button in Return & Warranty page, fill out our Return & Warranty form, and we’ll get back to you within 4 business days.
We may reach out for any additional information or clarification needed. Your feedback is important to us as we continually strive to improve our products, so feel free to include any messages or suggestions along with your claim!
We kindly ask you to wait for confirmation from us after you complete the form. Detailed return instructions will be provided once your warranty claim is approved