Return Policy
Last Updated: Nov 13, 2025
If you encounter any of the situations below after receiving your package, please click “Chat” to submit a return request. You may also write to customer service at service@simplus.online.
- 15 Days Free Returns & Exchanges
Eligibility:
- Time limit: Within 15 calendar days after delivery
- Valid reasons include:
- Item does not match description
- Changed your mind / No longer want it
- Ordered the wrong model or quantity
- Mandatory conditions:
- Item must be unused
- Original packaging and accessories must be intact
- Product labels and seals must be undamaged
- Return Shipping cost: At customer’s own expense
Process Flow
- Submit your request
- Log in → Select “Chat” → Submit return request
- Upload supporting materials: your order details, registered email address, reason for return, and product photos (packaging must meet eligibility criteria)
- Verification and approval
- Customer service will respond with approval or rejection within 1–3 working days
- Return shipment
- You must ship the item to our warehouse and provide the order details and shipment tracking to customer service. Failure to do so may result in refund delays or denials.
- Resolution
- Exchange: We will resend the replacement item free of charge within Thailand
- Refund: Processed to the original payment method within 1–7 working days
- Once we receive and inspect the returned item, we will process your request within 3–5 working days as follows:
Please note: If signs of use are detected, a 30% depreciation fee will be deducted from your refund.
- Logistics Issue Resolution
Scope of Responsibility
- Loss of package during transit (i.e. tracking does not show “delivered”)
- Damage to the product caused by a damaged outer carton upon arrival (photo evidence required)
Resolution Process
- Submit evidence:
- Order details + account email
- Damaged package photos and tracking number
- Claim must be submitted within 3 calendar days after delivery
- No need to return the item: A new replacement will be sent directly to you
- No effect on warranty usage: This replacement does not deduct from your 1-year warranty entitlement
III. Quality Issue Resolution
Scope of Responsibility
- Functional defects: Product fails to power on or key features are non-functional
- Time validity: Report must be submitted within 15 calendar days of delivery
Return & Replacement Process
- Submit defect proof
- Provide order details and registered email address
- Upload a video demonstrating the defect
- Technical review
- Our technical team will verify the issue within 1–5 working days
- Complimentary replacement
- You must return the defective item (shipping cost covered by Simplus)
- A new replacement will be shipped to you free of charge
Exclusions (Not Considered Quality Issues)
- Damage resulting from misuse or failure to follow the user manual
- Damage due to unauthorized disassembly or external force (such as flooding, etc.)