Refund policy

Returns & Refunds

We want you to be happy with your purchase. If something isn't right, please contact us at info@simplyable.nz or 09 838 6093 and we'll help.

Nothing in this policy affects your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Faulty, damaged or wrong items

If your item arrives damaged, has a fault, or isn't what you ordered, let us know as soon as possible. Please include your order number and a photo if you can. We will arrange a repair, replacement or refund as the Consumer Guarantees Act requires, and we'll cover the cost of returning the item to us.

Change of mind

If you change your mind, you can return an item within 7 days of receiving it, as long as:

  • you contact us first so we can approve the return,
  • the item is unused and in brand-new condition, and
  • it is in its original packaging, or packed well enough to arrive safely.

Change-of-mind returns are refunded as store credit, not money. You pay the cost of sending a change-of-mind return to us. The item remains your responsibility until it reaches us, so we recommend a tracked courier service. You're also welcome to drop it off at our Henderson showroom during opening hours.

Return address: SimplyAble, 2/33 Waipareira Avenue, Henderson, Auckland.

Items we can't accept for change of mind

For hygiene reasons, we can't take back the following items unless they are faulty:

  • Personal care items
  • Toileting products, including commodes that have been used
  • Bathroom and shower products that have been used
  • Personal hygiene products and equipment
  • Linen and clothing
  • Sale and clearance items, including items sold with a known issue

Refunds

When we receive your return, we'll check it and email you to let you know whether it's approved.

  • Faulty, damaged or wrong items: if a refund is the right remedy, we'll refund the full amount you paid, including delivery, to your original payment method within 5 working days. Your bank may take a few more days to show it. We may offer store credit instead, but you're free to say no.
  • Change of mind: we refund the price of the item as store credit, which you can use on your next order. Original delivery charges aren't refunded.

Exchanges

If you'd like a different size or model, contact us. We'll process the return and help you place a new order.

Please don't send items back to the manufacturer. Always return them to us.