Effective Date: 4 October 2025​

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1. Our Commitment to the Australian Consumer Law (ACL)

 

At Simplify Simplify-ing, we comply fully with the Australian Consumer Law (ACL). Our products and services come with guarantees that cannot be excluded under the ACL.

You are entitled to a replacement or refund for a major failure of a product 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.

This policy outlines the steps for requesting a remedy, differentiating between your statutory rights (ACL) and our voluntary policy (Change of Mind).

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2. Policy for Digital Products

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Digital products (e.g., printables, templates, e-books) are delivered instantly via a download link.

A. Change of Mind (Voluntary Policy)

Due to the nature of digital files, which are instantly delivered and cannot be "returned," we generally do not offer refunds for change of mind, accidental purchases, or if you simply decide you no longer want the item.

B. Statutory Rights (ACL Guarantee)

You are entitled to a refund or replacement if the digital product has a major failure or a serious defect, such as:

The file is corrupt, fundamentally incomplete, or won't open.

The product is significantly different from the description or demonstration shown on our website.

The product is unusable or unsuitable for the purpose we promised it would achieve.

If you encounter a file error or defect, please contact us at [Your Business Email Address] immediately. We will first attempt to provide a corrected, working file before processing a refund.

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3. Policy for Printed and Physical Items

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This section applies to all small printed goods (e.g., art prints, cards, stationery).

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A. Change of Mind (Voluntary Policy)

As a small, solo-person business, we ask you to choose carefully. We do not offer refunds, returns, or exchanges for change of mind on any physical items unless the item is demonstrably faulty or damaged (see Section 3B).

If we choose, at our sole discretion, to accept a change-of-mind return, the item must be unused, in its original packaging, and the customer will be responsible for all return shipping costs.

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B. Faulty, Damaged, or Not as Described (Statutory Rights)

If your printed product arrives damaged, faulty, or fails to meet the basic consumer guarantees (acceptable quality, fit for purpose, or matching description), you are entitled to a remedy.

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Process for Faulty/Damaged Items:

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Notification: You must notify us at [Your Business Email Address] within 7 days of receiving your order.

Evidence: You must provide clear photographic evidence of the damage, the defect, and the packaging.

Remedy: Upon verification of a major failure or a minor fault that we cannot fix, we will offer you the choice of a replacement (if stock is available) or a full refund (including the original shipping cost).

Return Shipping: If the item is confirmed to be faulty, we will cover the reasonable cost of return shipping, or in some cases, we may ask you to safely dispose of the item and confirm with photo evidence.

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4. Custom Order Exclusions

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Custom-made or personalized printed goods (including custom design work) are generally non-refundable once the final proof has been approved by you, as they cannot be resold.

A remedy (replacement or refund) for custom printed goods will only be provided if the product has a manufacturing defect or fails to meet the exact written specifications outlined in your final design agreement.

We cannot offer a refund for errors (such as spelling or dates) that were present on the digital proof you approved.

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5. Initiating a Refund or Return Claim

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To initiate any claim, please email Lisa Hogan (Owner, simplicity.canberra@gmail.com) directly with the following information. We aim to assess all claims within 3 business days of receiving your email.

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• Name:

• Order Number:

• Product Name:

• Reason for Claim: (e.g., "Digital file is corrupt," "Printed item arrived bent," "Item is faulty")

• Supporting Photos (Required for all physical item claims):

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6. Processing Refunds

If a refund is approved, the money will be processed back to your original payment method (credit card, PayPal, etc.) within 7 business days. Please note that bank processing times may vary.