Refund policy

Any Customer wishing to return items purchased, for any one of the following reasons should contact the Simplicity Sales Office:

• Customer order error
• Sales Office error
• Goods damaged in transit (photographic evidence required)
• Factory fault
• Picking Error
• Service returns
• Loan returns
  
  

UK Customers
Telephone: 02380 702200	Email: support@simplicityvac.co.uk

 
All requests to return items must be made to Truvox International Limited trading as Simplicity Vacuums (Simplicity or We) within 30 days of receipt of the goods, otherwise returns will only be accepted at the company’s discretion.

Any claims for damage to the goods caused while in transit must be notified to Simplicity promptly, ideally within 3 business days.  Please advise whether you notified the carrier of the damage, and ensure all original packaging is kept.

Photos of the packaging and damaged items must be emailed to: support@simplicityvac.co.uk

Please supply full details of the items you wish to return, including part numbers, machine serial numbers, original invoicing details etc. so please have this information to hand.

We will complete a Returns Form (RMA) and email this to you: Please include a copy of this form with your goods.

If the Return request is made based on the Customer’s decision to change their mind then the Customer must arrange collection at their cost using their own carrier. Simplicity will arrange a courier to collect the items for return, if the return is due to a fault or Simplicity error.

The Customer should retain and re-use the original packing. For heavy, palletised items, the courier company can assist with packaging.

We recommend that the customer takes photos of the equipment both unpacked and packed before returning it, in case of any damage in transit, so that there is proof of the condition of the goods at the time they leave the customer.

On receipt of the returned goods Simplicity will inspect the items and issue any applicable credit note within 10 working days. Please note that any goods that are returned after your legal right to change your mind has ended and after our 30-day return policy has ended (if applicable to your goods) will only be accepted at Simplicity’s discretion and if Simplicity accepts the returned goods the goods must be returned unused and in the original packaging. If upon return to Simplicity, this is found not to be the case, further charges will be made to reflect time and materials incurred by Simplicity to return the machine to a re-saleable condition, and therefore will reduce any credit due.

We review each request on an individual basis and may decide that there is an alternative course of action e.g. sending replacement parts or an engineer to rectify a fault or damaged item.