Refund policy

Returns, Exchanges Cancellation Policies

We understand that sometimes things just don’t work out, and we want you to feel confident about your purchase. Your satisfaction matters to us, so we’ve updated our policy to offer a more flexible, customer-friendly experience.

1. Eligibility:
   If you’d like to return or exchange an item, please reach out to our customer service team in our official email: hello@simovska.ai within 30 days of your initial contact. To ensure we can help you promptly, items should be returned in their original condition—unworn, unused, unwashed, and free from any damage.

2. Our Process:

   • Starting the Process: Just contact our caring customer service team, and we’ll guide you through the simple steps to initiate your return or exchange.
   • Shipping Costs: We want to be transparent—customers are responsible for any extra shipping costs associated with the return or exchange, unless the error is on our end.
   • Review and Resolution: Once we receive your item, our team will inspect it carefully. If everything meets the guidelines, we’ll promptly process your refund or arrange for an exchange, whichever you prefer.

3. Non-Eligible Returns:
   Items that have been worn, used, or show signs of damage cannot be accepted for return or exchange.

4. Cancellation Policy

   We understand that sometimes plans change. Here's how our cancellation process works:

   1. Cancellation Window
      You may cancel your order within 24 hours of placing it, as long as it has not yet been shipped. Once your order has been handed over to the postal service and a tracking number has been issued, cancellation is no longer possible.

   2. Refund Details
      If your cancellation is approved within the 24-hour window, we will refund the full amount minus non-refundable transaction fees. Unfortunately, we are unable to recover these fees, which are automatically deducted by payment processors and banks.

   These fees amount to 4.9% of your total order and include:
   • Credit card processing fees (Visa/Mastercard/AMEX)
   • Payment gateway fees
   • Currency conversion fees (where applicable)

   We strive to be fully transparent  and thank you for your understanding.

We’re here to help and want you to feel supported every step of the way. If you have any questions or need further assistance, please don’t hesitate to reach out. Thank you for choosing us and allowing us to serve you.