Cancel Simba: Easy Method

What is Simba

Overview

Simba is a mattress and sleep products company that sells new and refurbished mattresses, bed bases, toppers and accessories in New Zealand.

The company offers online sales with trial periods, a 10-year guarantee for manufacturing faults and support through its Help Center and customer service channels.

Products and services

Key product groups include new mattresses, refurbished mattresses, pillows, duvets and mattress accessories.

Services include home delivery, free collection on eligible returns and options for financing where offered at purchase.

How to cancel Simba

Online cancellation (web purchases)

• You can cancel web orders within the statutory 14-day cooling-off period without giving a reason if you are a consumer buying for private use.
• Your cancellation notice should include: your name, address, order number, date of order and date received.
• After notice, collection must be arranged and executed within 14 days and delivery and collection must occur at the same address.

Returning under trial periods and other channels

• 200-night trial: For new Simba mattresses, bed bases and toppers you may return for any reason within 200 nights; Simba arranges free collection.
• Refurbished items and accessories: Refurbished mattresses have a 30-night trial; accessories have a 30-day return window. Returns are free but delivery charges are not refundable.
• For formal or legal notices, use the registered agent address shown in the Address section below.

What happens when you cancel

Collection and logistics

Once you notify Simba, collection will be arranged by the company and should occur within the timelines set in the cancellation notice and terms.

Collection and delivery must be from/to the same address unless otherwise agreed.

Account, financing and data

If you financed the purchase Simba will cancel the financing agreement and refund instalments as applicable after collection.

Your account access and personal data are handled per Simba's privacy policy; a cancellation does not remove records needed for refunds or compliance.

Will I get a refund?

Refunds under trial and returns

• New mattresses, bed bases and toppers returned under the 200-night trial are collected free and refunded in full; premium delivery charges are not refundable.
• Refurbished mattresses: 30-night trial with free return collection; accessories: 30-day return period and free return collection. Delivery charges are not refunded.
• Simba may deduct value for unreasonable handling or damage beyond normal inspection, and hygiene-sensitive items (pillows, duvets) may be refused if unsealed.

Refund timing and exceptions

• After Simba collects the item, refunds to the original payment method are processed within 7 days.
• If the purchase was financed, instalments are refunded and the financing agreement cancelled within 14 business days.
• Statutory 14-day cancellation rights apply independently of trial periods; delivery charges are not required by law to be refunded.

Simba plans and pricing

Pricing overview

The table below summarises trial windows, collection costs and delivery-charge treatment for common Simba product groups in New Zealand.

How charges and refunds are handled

Refunds typically return the product price to the original payment method; premium delivery costs are non-refundable.

Your consumer rights in New Zealand

Statutory cancellation and guarantees

• New Zealand law provides a 14-day cooling-off period for online purchases allowing cancellation without reason for consumers.
• Simba’s 200-night trial is voluntary and generous but does not remove your statutory rights under NZ law.

Other legal points

• Businesses may deduct for unreasonable use or damage beyond normal inspection; this aligns with how deductions operate under local consumer rules.
• Delivery charges are not automatically refundable under statutory rights; Simba’s policy reflects this position.
• Simba provides a 10-year guarantee for manufacturing faults; consumer guarantees under the Consumer Guarantees Act still apply.

Customer experiences

Positive feedback

• Many reviewers praise sleep quality improvements, comfort, easy ordering and smooth delivery and packaging.
• The 200-night trial and 10-year warranty are cited as strong confidence-builders, alongside responsive live chat and email support.

Common complaints

• Some customers report confusion or limited options with payment methods during checkout.
• There are occasional reports of firmness issues - mattresses being very firm initially or sinking over time - and of hybrid pillows losing firmness.

Documentation checklist

Required information for cancellation

• Your full name and contact address.
• Order number, date of order and date the item was received.
• Proof of purchase (order confirmation, payment receipt) and any finance agreement details if applicable.

Helpful extras to include

• Photographs of the product condition if damaged or disputed.
• Original packaging where possible and any correspondence with customer support.
• Preferred refund method or bank details if required by the support process.

Common mistakes

During cancellation

Not including the required order details in your cancellation notice is a frequent cause of delay.

Always state your order number, dates and contact address to avoid back-and-forth that slows collection and refund.

When preparing items for collection

Expecting delivery charges to be refunded is a common misunderstanding; Simba’s policy and statutory rules usually exclude premium delivery refunds.

Removing tags or using hygiene items beyond normal inspection can result in refusal or deductions - keep items in resaleable condition where possible.

Comparative recap

Trial vs statutory rights

The table below gives a concise comparison of trial periods, statutory cancellation and key refund points to help you choose the best route for returns.

Quick takeaways

Use the 200-night trial for comfort testing; use the 14-day statutory right for an immediate cooling-off return where applicable.

After cancelling

What to expect next

Simba will arrange collection and process refunds after the item is received in accordance with the timelines above.

If you financed the purchase, expect instalment refunds and agreement cancellation within the stated business-day timeframe.

Useful links

• Simba Help Center
• Simba Terms and Conditions
• Consumer Protection (New Zealand)

Address

Registered address for service

For legal or formal notices regarding cancellation, use the registered agent address below for Simba New Zealand Limited (NZBN: 9429041599778).

How to send cancellation notices

Care of Edge Advisory and Accounting Limited, Level 1, 1 Shea Terrace, Takapuna, Auckland 0622, New Zealand.

For general returns and customer support, contact Simba via the Help Center links above before sending formal service notices to the registered agent address.