Refund & Return Policy

Last updated: 17 July 2026

At SimuVerse.AU, your satisfaction is our priority. However, due to the custom nature of our print-to-order products (made in Noosa, Australia), some limitations apply to returns and refunds.

1. Change of Mind Returns

• We accept change of mind returns within 14 days of delivery for items that are:
  • Unused and in original condition
  • In original packaging with all tags and accessories
  • Not custom-made or personalised
• Custom or made-to-order items are not eligible for change of mind returns unless faulty.
• Original shipping fees are non-refundable on change of mind returns.
• Return shipping costs are the customer's responsibility.

2. Faulty or Damaged Items

• If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:
  • Your order number
  • Photos of the damage or defect
  • A brief description of the issue
• We will provide a prepaid return label or replacement at no cost to you.
• Items damaged due to misuse, improper installation, or normal wear and tear are not covered.

3. How to Initiate a Return

Step 1: Email us at simuverseau@gmail.com with:

• Order number
• Reason for return
• Photos (if applicable)

Step 2: Wait for return authorisation and instructions.

Step 3: Ship the item back using a trackable service (we recommend purchasing insurance).

Step 4: Once received and inspected, we will process your refund or exchange.

4. Refund Processing

• Refunds are processed within 5 to 7 business days after we receive and inspect the returned item.
• Refunds will be issued to your original payment method.
• You will receive an email confirmation once the refund has been processed.
• Shipping fees are only refunded if the return is due to our error or a faulty product.

5. Exchanges

• We offer exchanges for faulty or incorrect items.
• If you wish to exchange for a different product or size, this will be treated as a return and new purchase.
• Additional shipping charges may apply for exchanges.

6. Non-Returnable Items

The following items cannot be returned:

• Custom-made or personalised products (unless faulty)
• Items marked as "final sale" or "clearance"
• Products that have been installed, modified, or used
• Items returned without prior authorisation

7. Shipping for Returns

• Return shipping costs are the responsibility of the customer unless the return is due to our error or a faulty product.
• We strongly recommend using a trackable shipping service and purchasing insurance for valuable items.
• SimuVerse.AU is not responsible for items lost or damaged during return shipping.

8. Inspection and Approval

• All returned items are subject to inspection upon receipt.
• If a returned item does not meet our return criteria (damaged, used, missing parts), we reserve the right to refuse the refund and return the item to you at your expense.
• You will be notified via email if your return is not approved.

9. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this refund policy excludes or limits rights that you have under Australian Consumer Law.

10. Contact

To initiate a return or for any questions about our refund policy, please email us at simuverseau@gmail.com.