Returns, Refunds & Cancellation Policy

Returns, Refunds & Cancellation Policy

Cancellation Policy

Simple Sleep Test reserves the right to cancel any order at its discretion for various reasons, including but not limited to:

  • Incorrect or Incomplete Address: If the address provided at purchase is inaccurate or incomplete.
  • Abusive or Inappropriate Behavior: Any disrespectful or inappropriate conduct towards our staff.
  • Fraudulent or Non-Compliant Orders: Orders that appear fraudulent or breach our Terms and Conditions.
  • Bulk Purchases: Orders placed in large quantities not intended for personal use. We reserve the right to decide if an order qualifies as a bulk purchase that does not meet this requirement.

In cases where Simple Sleep Test initiates the cancellation, we will inform the customer via email with a cancellation confirmation. Any payments made will be fully refunded to the original method of payment, except when the cancellation results from an error on the customer’s part (for example, providing an incorrect address or failing to adhere to our terms).

Customer-Initiated Cancellations:

  • Orders Yet to Leave Our Warehouse:
    If you request cancellation before your order has left our warehouse, a refund will be issued to your original payment method. However, deductions may apply for:
    • Unrecoverable Payment Processing Fees: Typically 3% for Credit Card or PayPal transactions, and 8–15% for Payment Plan providers (e.g., Afterpay, ZIP, Humm, Klarna).
    • Handling Fee: Up to 15% of the purchase price may be deducted at our discretion to cover administrative and processing costs.
  • Orders That Have Left Our Warehouse:
    If your order has already been dispatched and a tracking number assigned, the cancellation will follow our Returns and Refunds Policy. Once the item is returned to Simple Sleep Test, you may qualify for a refund or store credit as specified in that policy.

Simple Sleep Test is not responsible for any loss, expense, or inconvenience incurred by the customer due to a cancellation, except where required by Australian Consumer Law.

Returns & Refunds Policy

We are committed to ensuring your satisfaction while upholding your rights under the Australian Consumer Law. Our procedures cover both change-of-mind returns and claims for faulty or defective items.

Change of Mind Returns:

If you decide you no longer want the product, you may request a store credit for the full purchase price or a refund (to the original payment method) after a restocking fee is applied. The following conditions apply:

  • Condition of the Item:
    • Must be in its original, unopened state, with all tags and packaging intact.
    • Must not have any marks, stains, or damage, and must comply with hygiene and safety standards.
  • Return Timeframe:
    • Requests must be made and authorised by Simple Sleep Test within 30 days from the delivery date.
  • Return Shipping Costs:
    • The customer is responsible for covering the cost of return shipping.
  • Restocking Fees:
    • A 25% fee applies for orders under $1,000.
    • A 15% fee applies for orders over $1,000 (e.g., sleep test machines).
    • If you choose store credit, no restocking fee will be applied.

Note: Change-of-mind returns are not a legal right under the ACL but a goodwill option offered by Simple Sleep Test to cover processing, inspection, and restocking costs.


To request a return, please contact us here. Returns without prior authorisation will not be accepted.

Faulty or Defective Items:

Under Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product is faulty, damaged, or not as described.

  • Consumer Guarantees:
    • For minor faults, we may opt to repair or replace the product.
    • For major faults (unsafe, irreparable within a reasonable timeframe, or significantly different from the description), you may choose a replacement, repair, or refund.
  • Resolution Process:
    • We will coordinate with the original equipment manufacturer (OEM) or Australian distributor to arrange repair or replacement.
    • In some cases, the faulty item may need to be returned to us or the supplier for inspection.
    • Sometimes, the manufacturer or distributor might send the repaired or replacement item directly to you.
  • Return Shipping Costs for Faulty Items:
    • We will cover return shipping if the fault is confirmed.
  • Refunds for Faulty Items:
    • The full purchase price and any original shipping costs will be refunded.
  • Resolution Timeframe:
    • We aim to resolve faulty or defective claims promptly, though timing may vary based on the issue and supplier involvement.

To start a claim for a faulty item, please contact our support team through our online form and provide evidence (such as photos or videos) of the fault.

Incorrect Address Provided

It is the customer’s responsibility to provide a complete and accurate delivery address. While our shipping system checks for incomplete or invalid addresses before dispatch, not every issue can be detected.

  • Before Dispatch:
    If an incomplete address is flagged, we will contact you via email and follow up with a phone call to request the correct address. If we cannot reach you, the order may be delayed or cancelled, and any unrecoverable fees (such as payment processing fees) will be deducted from your refund.
  • After Dispatch:
    If an order is sent to an incorrect or incomplete address:
    • Return to Sender Fees:
      The courier may charge a fee for returning the parcel, which will be deducted from your refund.
    • Refund Process:
      Refunds will be made to the original payment method after deducting the return-to-sender fee and any applicable restocking fee.
      In these circumstances, you will not be eligible for a 100% store credit option.
    • Reshipping Fees:
      If you wish to have the order resent to the correct address, a reshipping fee (typically between $20 and $80, depending on the item size) will apply. We will inform you of the exact amount before resending the item. The order will only be resent once it has been returned and the fees are paid.

To avoid delays or extra costs, please ensure your delivery details are correct at the time of order. Contact us immediately if you notice any errors.

Final Sale Items

Items marked as final sale cannot be returned for change-of-mind reasons. However, if a final sale item is found to be faulty, it will be eligible for repair, replacement, or refund in line with Australian Consumer Law.
Any final sale items returned without prior authorisation will be rejected and sent back to you at your expense.

Refund Options

  • Change-of-Mind Returns:
    Refunds will be credited back to your original payment method after deducting the applicable restocking fee and any unrecoverable payment processing fees.
    If you opt for store credit, the full purchase price will be credited without a restocking fee.
  • Faulty or Defective Items:
    Refunds will be issued in full to your original payment method with no deductions.
  • Store Credits:
    Store credits are provided as a gift card via email and do not expire.

Refunds and Buy Now Pay Later (BNPL) Agreements

For purchases made using a BNPL service (e.g., Afterpay, Zip, Klarna):

  • Continuing BNPL Agreements:
    Your agreement with the BNPL provider remains active even after a refund is issued by us. You are responsible for any scheduled repayments until the provider processes the refund.
  • BNPL Refund Processing:
    Once we issue a refund, the BNPL provider will adjust your payment plan, which may involve:
    • Canceling future payments (if applicable).
    • Refunding amounts already paid, depending on their terms. The process and timeframe are determined by the BNPL provider; please contact them directly for updates.
  • Liability for Financial Loss:
    Simple Sleep Test is not responsible for any financial loss, interest charges, or fees due to delays or disputes between you and the BNPL provider.
  • Customer Responsibility:
    It is important to monitor your BNPL account and liaise with the provider to ensure the refund is properly processed.

NDIS Refunds

For NDIS payments made through a plan manager, funds are designated for approved services and supports:

  • In cases where a refund is necessary, the funds will be returned to the original payer (the plan manager).
  • The plan manager is then responsible for reallocating the funds within the participant’s NDIS plan.
  • Issuing a refund directly to the participant is not standard practice and may not comply with NDIS guidelines.

Items That Do Not Meet Return Conditions

If a returned item does not satisfy the conditions stated in this policy (for example, if it has been opened, used, or is not in a resalable condition for change-of-mind returns), Simple Sleep Test reserves the right to:

  • Refuse the Return:
    The item will be sent back to you at your expense.
  • Charge Additional Fees:
    Additional fees may be applied to cover extra shipping and handling costs.

Chargebacks

If a chargeback is initiated during the returns or claims process, it may result in delays and additional resolution steps.

  • Impact of Chargebacks:
    Initiating a chargeback while a return is in process may cause delays because we are required to respond to the payment provider’s investigation.
  • Resolution:
    If the chargeback is found invalid or if you are at fault (for example, if the claim contradicts our Returns and Refunds Policy or the Australian Consumer Law), you may lose certain amounts that have been deducted for costs (such as shipping, restocking, or return-to-sender fees).

For a faster resolution, we encourage you to contact us directly through our online form to resolve any concerns.

Other Important Information

  • Liability:
    Simple Sleep Test is not liable for any loss, inconvenience, or expense resulting from unauthorised returns, delayed refunds, or items returned in a condition that does not meet our guidelines. This does not affect your rights under Australian Consumer Law.
  • Hygiene Standards:
    For health and safety reasons, we cannot accept returns of opened or used items unless the item is confirmed to be faulty.
  • No Direct Exchanges:
    We do not offer direct exchanges. Instead, eligible items may be returned for a store credit or refund, and you may place a new order for the desired product.
  • Dispute Resolution:
    If you believe that our Returns and Refunds Policy has not been properly followed, please contact us through our online form. We will handle disputes promptly and fairly. If you remain dissatisfied, you may escalate the matter to NSW Fair Trading or another relevant consumer protection authority.
  • International Returns:
    Currently, we do not offer guarantees or returns for orders shipped outside Australia. If you are located outside Australia, please contact us for potential assistance, although we cannot guarantee a resolution.