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 Thailand warehouse and provide the order details and shipment tracking to customer service. Failure to do so may result in refund delays or denials.
- Resolution
- Once we receive and inspect the returned item, we will process your request within 3–5 working days as follows:
- Exchange: We will resend the replacement item free of charge within Thailand
- Refund: Processed to the original payment method within 1–7 working days
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.)