Refund policy
At The Simple Commute, your satisfaction is our top priority, and we strive to ensure you enjoy every ride with our products. Below, you will find our comprehensive Return Policy and Refund Policy to guide you through our processes for returns and refunds.
Return Policy
Products purchased from The Simple Commute may only be returned by the original purchaser within 30 days from the date the product was delivered. To qualify for a return, the following criteria must be met:
- Unopened Items: Items must be returned in their original condition as shipped.
- Incorrect or Mismatched Items: Items that were incorrectly shipped or do not match what was shown on the website www.thesimplecommute.com.au
- Non-defective Opened Items: Items that are returned opened but within the return policy period.
All non-defective items must be unused and returned within the specified return policy period.
If you decide to cancel your order while it is in transit, we will make every effort to process your request. However, we cannot guarantee the cancellation.
Return Merchandise Authorization (RMA)
All product returns require a Return Merchandise Authorization (RMA) code. To obtain an RMA, please provide the following information:
- The reason for requesting the return.
- Your The Simple Commute Order Number (receipt or proof of purchase).
- The serial number of the unit being returned.
Defective Products – Assessment Requirement
If you believe your product has a manufacturing defect, please contact us at support@thesimplecommute.com.au with the following before an RMA is issued:
- A description of the defect.
- Your order number and serial number.
- Photos or videos clearly demonstrating the fault.
All defect claims are assessed against our Limited Warranty terms. If the fault falls outside warranty coverage — including damage caused by misuse, accidents, water damage, unauthorised repairs, or normal wear and tear — the return may not be approved. Please review the full list of warranty exclusions before submitting a claim.
Where a defect is suspected, we may require the product to be assessed by one of our authorised repairers before a return or refund can be approved. You can find your nearest authorised repairer at: thesimplecommute.com.au/pages/find-a-repairer
Once the assessment is complete and the fault is confirmed as a covered defect, we will issue an RMA and process your refund within 2–7 business days of approval. The Simple Commute covers return shipping costs for confirmed defective products.
Non-Returnable Spare Parts
All sales are final on spare part purchases regardless of whether the merchandise is new and unused. These parts are sold on an "AS-IS" basis.
Shipping & Liability
Once an RMA has been issued and shipping instructions provided, you will be responsible for all shipping costs (unless otherwise noted above) and must assume any risk of loss or damage to the product while it is in transit to us. Since the product contains lithium-ion batteries, it must be shipped according to all applicable regulations. Please inform the carrier of the batteries prior to shipment. We recommend using a trackable shipping service or purchasing shipping insurance.
Upon receipt and inspection of your returned product, we will notify you of the approval or rejection of your refund. If the return is approved, a refund will be processed to your original method of payment within 2–7 business days.
Return Shipping Fees
- For products eligible for return for replacement, return shipping labels are free for the return of the same item within the applicable return policy period.
- The Simple Commute does not charge restocking fees or return shipping costs for returns of confirmed defective products, incorrect products, products that do not match what was shown on the site, or where we made a shipping error — provided the item is returned within the return policy period.
- If a product is returned and is found not to be defective, incorrect, or the result of a shipping error, the product will either be returned to the customer or the return shipping cost initially covered by The Simple Commute will be deducted from the refund amount.
Restocking Fee
All non-defective returns will incur a 10% restocking fee. This fee will be deducted from your refund amount.
Promotions and Sales
All sales and promotions are advertised for a specific duration. If the price of a product you purchased recently was reduced during a sale, we do not honour requests to refund the difference.
To initiate a return, please contact us at support@thesimplecommute.com.au with your receipt or proof of purchase.
Refund Policy
Once an order has been placed and the delivery has been booked, we are unable to cancel it without incurring costs. A 5% cancellation fee will be deducted from all order cancellations to cover payment processing and administrative costs. This fee applies regardless of order status.
If you request to cancel your order after we have received the tracking ID from the courier, we will issue a refund of 70% of the order value. The 5% cancellation fee is included within this calculation and does not apply additionally. In this instance, it is the customer's responsibility to contact the courier to arrange a redirect or return to sender. Any costs charged by the courier for this process are to be covered by the customer and are not reimbursed by The Simple Commute.
Pre-Orders
Pre-orders require full payment at the time of ordering to secure your item. If you choose to cancel your pre-order before the item has shipped, a 5% cancellation fee will be deducted from your refund. If you cancel after shipment has been booked, the standard post-shipment cancellation terms apply and a 70% refund of the order value will be issued.
Pre-order refunds will not be issued if the item is not delivered within the advised timeframe solely due to circumstances outside our control. If The Simple Commute fails to deliver within the advised timeframe, a full refund will be provided upon request.