Refund & Return Policy

Last updated: 16 October 2026

At SimuVerse.AU, your satisfaction is our priority. Our products are 3D printed to order in Noosa, Australia, and this policy explains how returns and refunds work.

1. Change of Mind Returns

• We accept change of mind returns within 14 days of delivery on our standard range, including items printed to order, as long as they are:
  • Unused, uninstalled and in original condition
  • In original packaging with all parts and accessories
• Personalised or custom designed items (for example items with your name, logo or a one off design made to your request) are not eligible for change of mind returns.
• Original shipping fees are non-refundable on change of mind returns.
• Return shipping costs for change of mind returns are the customer's responsibility.

2. Faulty, Damaged or Incorrect Items

• If your item arrives damaged, faulty or is not what you ordered, please contact us as soon as possible with:
  • Your order number
  • Photos of the damage or defect
  • A brief description of the issue
• We will arrange a repair, replacement or refund at no cost to you, including any return shipping.
• Damage caused by misuse, accidents or incorrect installation is not considered a fault.

3. How to Start a Return

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

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

Step 2: We will reply with return instructions.

Step 3: For change of mind returns, send the item back using a trackable service (we recommend insurance). For faulty items we will tell you how to send it back at our cost, or whether you need to send it back at all.

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

4. Refund Processing

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

5. Exchanges

• Faulty or incorrect items can be exchanged at no cost to you.
• If you would like a different product or colour, this is treated as a change of mind return and a new purchase.

6. Items We Cannot Accept for Change of Mind Returns

These exclusions apply to change of mind returns only. They do not affect your rights if an item is faulty.

• Personalised or custom designed products
• Items marked as "final sale", "clearance" or "factory second"
• Products that have been installed, modified or used

7. Shipping for Returns

• For change of mind returns, return shipping is the customer's responsibility and we recommend a trackable, insured service, as we cannot accept responsibility for change of mind returns lost in transit.
• For faulty or incorrect items, we cover return shipping.

8. Inspection

• Change of mind returns are checked on arrival. If an item is used, damaged or missing parts, we may decline the change of mind refund and send the item back to you.
• We will let you know by email if a return is not approved, and why.

9. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes or limits those rights.

10. Contact

To start a return or for any questions about this policy, email us at simuverseau@gmail.com.