This is much better than the old policy and it's already very close. I wouldn't rewrite it heavily.

There are just two things I'd change:

1. Explicitly say that opening the packet doesn't prevent a return, provided the products themselves are unused.
2. Add that you don't offer exchanges — customers should return the item for a refund and place a new order if they need something different.

Everything else is nicely aligned with what we've decided.

Use this final version

Returns & Refunds

We want you to be happy with your Simplelifeco order. If something isn't quite right, we're here to help.

Our 30-day returns policy

You can request a return within 30 days of receiving your order.

To be eligible for a change-of-mind return, your items must be unused and in the same condition as when you received them. It's absolutely fine to open the packet to inspect your order, provided the products themselves haven't been used.

Original packaging isn't essential, but please ensure your items are securely packaged for their return journey.

How to request a return

We've made it easy to request a return through your Simplelifeco customer account.

1. Visit account.simplelifeco.uk and sign in using your email address.
2. Find the order you'd like to return.
3. Select the relevant items and follow the instructions to submit your return request.

Once we've reviewed your request, we'll email you with the next steps, including where to send your items.

Please wait for your return to be approved before sending anything back.

Return postage

For change-of-mind returns, customers are responsible for arranging and paying for return postage.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been processed.

If your order arrives damaged, faulty or incorrect, please contact us before returning anything so we can arrange an appropriate solution.

Damaged, faulty or incorrect orders

If something arrives damaged, faulty or isn't what you ordered, please get in touch with our Customer Care team as soon as possible.

We'll assess each case individually and work with you to find a suitable resolution, which may include a replacement or refund.

Where an item is faulty or incorrect, we will cover reasonable return postage costs where required by law.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved.

Approved refunds will be processed to your original payment method within 5 working days of receiving your return.

Please note that your bank or card provider may take additional time to process the refund and make the funds available in your account.

Where you exercise your statutory right to cancel, we will also refund any applicable standard outbound delivery charges, as required by law.

Exchanges

We don't offer exchanges. If you'd like a different product, size or pack quantity, please return the unwanted item for a refund and place a new order.

Your statutory rights

Nothing in this policy affects your statutory rights under UK consumer law.

If you're a consumer purchasing online, you may have a legal right to cancel your order within 14 days of receiving your goods. Different rules may apply to faulty, damaged or misdescribed items.

Our 30-day returns policy is offered in addition to your statutory rights.

Need a hand?

If you have any questions about your return, please get in touch with Simplelifeco Customer Care at support@simplelifeco.uk.

We're always happy to help.