Customer care
Returns & refunds
How to cancel, return or report a problem with a SIM-BVBA order.
Your cancellation window
If you are an EU consumer buying eligible goods at a distance, you may tell SIM BVBA within 14 calendar days after receiving them that you want to withdraw, without giving a reason. Email [email protected] with your order reference and the items concerned. You then have another 14 days to send the goods back. Mandatory consumer rights in other destinations also apply where relevant.
Some sealed products unsuitable for return for health or hygiene reasons cannot be returned after their seal is broken. This may apply to certain cosmetics and personal-care items. We will identify an applicable exception before purchase. Rights for faulty or misdescribed goods are separate.
How to return an item
Email [email protected] first so we can identify your parcel and advise on special handling. Send eligible returns to SIM BVBA, Haachtsesteenweg 378, 1910 Kampenhout, Belgium. Pack items securely with your order reference and keep proof of posting.
For a change-of-mind return, you pay the direct return cost unless we agree otherwise or applicable law requires otherwise. We will refund in line with applicable consumer rights; basic outbound delivery is included where the law requires it.
Change-of-mind returns
Please keep products complete and in their original packaging where possible. Handling beyond what is needed to inspect an item may reduce the refund for a change-of-mind return. Keep proof of postage or collection.
For a valid withdrawal, refunds are normally made to the original payment method within 14 days of your notice. We may wait until we receive the goods or proof that you sent them back. We will explain any lawful deduction for handling beyond what is needed to inspect an item.
Damaged, incorrect or faulty items
Email [email protected] with your order reference, a description of the issue and photographs where helpful. Keep your invoice and the item until SIM-BVBA confirms the next step.
Faulty, damaged or incorrect goods are handled separately from change-of-mind returns. EU consumers have a minimum two-year legal guarantee for goods that are faulty or not as described. SIM-BVBA will arrange an applicable remedy and cover return costs where the law requires it.