Refund policy
Returns and Refund Policy
Thank you for shopping with Simple Prepare.
We hope you are completely satisfied with your purchase. Should you change your mind or experience a problem with your order, we are here to help.
This policy applies to consumer purchases made through our online store and is intended to comply with applicable European consumer protection legislation. Any mandatory statutory rights available to you remain unaffected.
1. Your 14-Day Right of Withdrawal
If you are a consumer purchasing online within the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving a reason.
The withdrawal period begins on the day after you, or a person appointed by you other than the carrier, receives the order.
To exercise your right of withdrawal, please contact us before the 14-day period expires:
info@simpleprepare.com
Your message should clearly state that you wish to withdraw from your purchase. Please include your name and order number so that we can process your request efficiently.
After notifying us of your withdrawal, you have a further 14 calendar days to return the product.
2. Condition of Returned Products
You may open the packaging and inspect the product in the same way that you reasonably would in a physical shop.
Please handle the product carefully during this inspection. You may be responsible for any reduction in value caused by handling or use beyond what is necessary to establish the nature, characteristics and functioning of the product.
Where reasonably possible, please return the product:
- In good and clean condition
- With all included items and components
- With its original packaging
- Without damage, contamination or signs of excessive use
- Together with your order number or proof of purchase
The absence of the original packaging does not automatically remove your right of withdrawal. However, you may be responsible for a reduction in value if the product is returned incomplete or has been handled more than necessary.
3. Sealed Medical and Hygiene Products
Some individually sealed medical products may not be suitable for return for health protection or hygiene reasons after their seal has been broken.
Where the statutory health or hygiene exception applies, an individually sealed product cannot be returned after it has been unsealed.
This exception does not automatically apply to the entire LifeSaver simply because its outer pouch or packaging has been opened. We will assess the return based on the specific products involved, the condition of the seals and the condition of the returned kit.
Please contact us before returning an opened LifeSaver so that we can provide clear instructions.
4. Personalised Products
Products that have been made to your specifications or clearly personalised may be excluded from the right of withdrawal where the applicable statutory exception applies.
We will clearly inform you before purchase where a product is personalised and cannot be returned under the standard right of withdrawal.
This exclusion does not affect your rights where a personalised product is defective, damaged or does not correspond with your order.
5. How to Return an Item
To arrange a return:
1. Contact us at info@simpleprepare.com within the applicable return period.
2. Include your name, order number and a clear statement that you wish to return the product.
3. Pack the product securely to prevent damage during transport.
4. Include your order number or proof of purchase inside the parcel.
5. Send the return to:
Simple Prepare
Eemdijk 177
3754 NG Eemdijk
The Netherlands
We recommend using a tracked shipping service so that the return shipment can be followed.
Returns sent without identifying information or prior notification may take longer to process.
6. Return Shipping Costs
For a standard withdrawal because you have changed your mind, the direct cost of returning the product is your responsibility.
We do not provide prepaid return labels for standard withdrawal returns unless we have expressly agreed otherwise.
Where required by law, we will refund the cost of the least expensive standard delivery option offered for the original order.
Additional delivery costs resulting from your choice of a more expensive delivery method, such as express delivery, are not refundable beyond the cost of the least expensive standard delivery option.
If the product is defective, damaged, incomplete or incorrect, please contact us before returning it. Where the issue is our responsibility, we will provide appropriate return instructions and cover the reasonable return costs.
7. Damaged, Defective or Incorrect Orders
Please inspect your order after delivery.
Contact us as soon as possible if:
- The product is damaged
- The product is defective
- An item is missing
- You have received the wrong product
- The product does not correspond with your order
Please email info@simpleprepare.com and include:
- Your name
- Your order number
- A description of the issue
- Clear photographs of the product and packaging where relevant
We will review the situation and work with you to provide an appropriate solution.
Your statutory rights relating to defective, damaged or non-conforming products remain unaffected by this policy.
8. Refunds
Once we have received and inspected your return, we will notify you about the status of the refund.
Where a refund is approved, it will be made using the same payment method used for the original purchase, unless you have expressly agreed to another method.
We will process the refund without undue delay and no later than 14 calendar days after we have been informed of your decision to withdraw.
We may withhold the refund until:
- We have received the returned product; or
- You have provided evidence that the product has been sent back
Whichever occurs first.
Where required by law, the refund will include the cost of the least expensive standard delivery option offered for the original order.
Once the refund has been processed by us, your bank, credit card company or payment provider may require additional time before the amount appears in your account.
9. Exchanges
We do not process direct exchanges.
The quickest and most reliable way to receive another product or variant is to return the original product in accordance with this policy and place a new order separately.
10. Questions and Contact
We are happy to assist with questions about returns, withdrawals or refunds.
Please contact us at:
Simple Prepare
Eemdijk 177
3754 NG Eemdijk
The Netherlands
Email: info@simpleprepare.com
Website: www.simpleprepare.com