Refund & Returns Policy

Effective Date: 6 August 2026

We want you to be satisfied with your purchase. This policy explains how refunds, returns, exchanges, and warranty-related returns are handled for ID Blocker™ products.
Your rights under the Australian Consumer Law (ACL) always apply. Nothing in this policy excludes, restricts, or modifies those rights.

 

Your Consumer Rights

Under the ACL, you may be entitled to a remedy if a product is faulty, unsafe, not fit for purpose, or does not match its description.

  • For a major failure, you may choose a refund or replacement.
  • For a minor issue, we may repair, replace, or refund the item.

You may also be entitled to compensation for reasonably foreseeable loss or damage in accordance with the ACL.

 

Change of Mind Returns

We are not required to accept change-of-mind returns, but we may approve them at our discretion.

If a change-of-mind return is approved:

  • Timeframe: Contact us within 30 days of purchase.
  • Condition: Items must be unused, in original condition, and include all original packaging and accessories.
  • Costs: Return shipping is at the customer’s expense.
  • Restocking Fee: A restocking fee may apply where reasonable and will be confirmed before the return is approved.
  • Original Shipping: Original shipping charges are non-refundable for change-of-mind returns unless we agree otherwise.

 

Exchanges

We are happy to exchange an item where stock is available and the exchange is approved.

Please contact us before returning anything so we can confirm availability and guide you through the process.

For change-of-mind exchanges, the customer is responsible for return shipping and any re-shipping costs.

 

Faulty Goods

If you believe your item is faulty, please contact us as soon as practicable.

To help us assess your claim:

  • Contact us at info@sosimplesolutions.com.au.
  • Quote your order number, purchaser name, or proof of purchase.

Describe the issue clearly and provide photos or videos where helpful.

We will respond within 2 business days to assess your claim and advise next steps.
If your claim is accepted, we will guide you through the repair, replacement, refund, or return process in accordance with the ACL.

 

Warranty Claims

Warranty claims are handled in accordance with our Warranty Policy. Please refer to that document for full details of coverage periods, what is and is not covered, and how to lodge a claim.

Any warranty we provide is in addition to your rights under the ACL.

 

Returning Products for Assessment

We may ask you to return a product for assessment where a fault or warranty issue needs to be inspected.

For products that can be posted or easily returned, you may be asked to return the item to us first.

If the product is confirmed to have a fault or other issue covered by the ACL, we will reimburse reasonable return shipping costs already paid.

If no fault is found, or the issue is not covered by the ACL or our Warranty Policy, you may be responsible for return shipping, inspection, or re-delivery costs where permitted by law.

Products returned for assessment do not need to be in their original packaging for ACL claims, but they should be safely packed to prevent damage in transit.

 

Damaged Orders

We take care in packaging every order, but if your order arrives damaged, please contact us as soon as practicable after receiving the goods.

In accordance with your rights under the ACL, we will work with you to resolve the issue promptly.

To assist with your claim:

  • Provide clear photos of the damaged items and packaging where possible.
  • Retain all packaging and damaged items until the matter is resolved.
  • Do not dispose of the damaged item or packaging until we confirm the next steps.

 

Refunds

Method: Refunds are issued to the original payment method unless we agree otherwise.
Timeframe: Please allow 2–10 business days for funds to appear, depending on your bank or payment provider.

Payment Providers: Refund timing for PayPal, Afterpay, and other payment providers may vary according to the provider’s processes.

Deductions: Applicable restocking fees, return costs, or original shipping charges may be deducted from discretionary change-of-mind refunds where permitted by law.

ACL Remedies: We do not deduct restocking fees from refunds required under the ACL.

 

Customer Responsibilities for Returns

  • Please ensure all returns are securely packaged to prevent damage in transit.
  • Use a trackable shipping service and retain proof of postage.
  • Return shipping costs are the customer’s responsibility unless the return is due to a fault, accepted warranty claim, or ACL remedy.
  • Original shipping charges are non-refundable unless required under the ACL or approved by us.

 

Return Address

So Simple Solutions Pty Ltd
Returns Department
38 Ramsay Road
Five Dock NSW 2046
Australia

 

Contact Us

For assistance with returns, refunds, exchanges, or warranty-related returns:
Email: info@sosimplesolutions.com.au
Phone: (02) 9712 1022

 

Changes to This Policy

We may update this Refund & Returns Policy from time to time. The latest version will be posted on this website with an updated effective date.