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Frequently asked questions
Cancel Simba: Step-by-Step Guide
How to cancel your Simba mattress order in new zealand and understand your rights
What Simba is and why you might want to cancel
Simba is a mattress and sleep products retailer operating throughout New Zealand, selling new and refurbished mattresses, bed bases, pillows, duvets and bedding accessories primarily through online channels. The company markets extended trial periods, a 10-year manufacturing guarantee and home delivery as core benefits to consumers purchasing for personal use.
You may be considering cancellation because the mattress does not match your sleep style, you have found a product better suited to your needs, or you have simply exercised your right to change your mind within the trial window. Whatever your reason, Yafee is here to guide you through the cancellation process with precision, ensuring you understand your legal protections and avoid costly delays.
Key products and trial periods
Simba's primary product range includes new mattresses with a 200-night trial period, refurbished mattresses with a 30-night trial, and accessories such as pillows and duvets with a 30-day return window. Free collection is arranged by Simba for eligible returns, provided you initiate the process within the stated timeframes.
When cancellation makes sense
You hold a statutory right to change your mind under New Zealand consumer law. The Consumer Rights Act 2015 provides a 14-day cooling-off period for distance contracts (including online purchases), and the Consumer Guarantees Act 1993 protects you if the product is faulty or not as described. Furthermore, Simba's trial periods exceed the legal minimum, giving you extended time to assess comfort and fit in your own home before commitment becomes final.
Your consumer rights when cancelling Simba
New Zealand law grants you specific protections when purchasing from Simba online, and understanding these rights forms the foundation of a successful and smooth cancellation.
The 14-day cooling-off period under the consumer rights act
If you are a consumer buying for private use, the Consumer Rights Act 2015 grants you a statutory 14-day cooling-off period from the date you receive your order. You can cancel without providing a reason and do not need to prove any fault. This right exists independently of Simba's trial periods and operates automatically once you receive the item.
The 14 days runs from the date you physically take delivery, not from when you place the order. You must submit a clear written cancellation notice within this window to preserve your right. Yafee recommends sending this notice by email to Simba's customer service address so you have proof of submission.
Your legal position: You have an absolute right to cancel within 14 days from delivery. Simba cannot refuse this cancellation or charge you a restocking fee, provided the product has not been used beyond testing its basic suitability.
The consumer guarantees act and product faults
Under the Consumer Guarantees Act 1993, Simba is required to provide goods that are of acceptable quality, fit for purpose and as described in the listing. If your mattress or accessory has a manufacturing defect or does not match the product description, you can claim a refund, repair or replacement regardless of trial period deadlines.
You do not need to return the item immediately if a fault exists. Document the fault with photographs or written notes and contact Simba first with evidence. If they refuse to help, you can escalate your complaint to the Commerce Commission, New Zealand's consumer enforcement authority, or seek independent legal advice.
Trial periods and manufacturer guarantees
Simba offers a 200-night trial on new mattresses, bed bases and toppers, which is generous compared to statutory minimums and gives you four months to test comfort. Refurbished items come with a 30-night trial. These periods run concurrently with your 14-day cooling-off right, so you benefit from the longer timeframe.
Methods to cancel your Simba order
Yafee has identified multiple pathways to cancel your Simba purchase, depending on your stage in the purchasing and delivery process and the type of product you own.
Cancelling online before delivery
If you wish to cancel before your order arrives, contact Simba's customer service immediately by email or phone. Provide your order number and request cancellation in writing. Simba may cancel the order and refund your payment before the item ships, which is the fastest outcome.
Invoking your 14-day cooling-off right after delivery
If you have taken delivery but have not substantially used the mattress, you can invoke your statutory cooling-off right within 14 days of receipt.
- Prepare your cancellation notice in writing
- Include your full name, residential address, order number, date of original order and date of delivery.
- State clearly: "I wish to cancel this order under the Consumer Rights Act 2015, 14-day cooling-off period."
- Send this by email to Simba's customer service address, keeping a copy for your records.
- Contact Simba to arrange collection
- Simba is obliged to arrange free collection of returned items within the 14-day window.
- Confirm the collection date in writing and ensure the mattress is clean and undamaged.
- Take photographs of the item before collection as evidence of its condition.
- Obtain confirmation of return receipt
- Request written confirmation (email) from Simba once they have collected and received your item.
- Do not assume the refund will process automatically; follow up if you do not receive confirmation within 5 working days.
Cancelling within the Simba trial period
Simba's 200-night trial (for new items) or 30-night trial (for refurbished items) allows you to return the mattress if you are unsatisfied, even after the 14-day cooling-off period ends.
- Contact Simba's customer service to initiate a return
- Phone or email Simba directly and state that you wish to return the item under the trial period.
- Provide your order number and the reason for return (comfort, firmness, allergies, etc.).
- Arrange return logistics
- Simba will coordinate collection at no cost to you.
- Ensure the mattress is in a reasonable condition (normal use wear is acceptable; damage from misuse may result in a deduction).
- Confirm refund processing
- Once Simba receives your returned item, request a written confirmation of the refund amount and expected processing date.
- Refunds typically process within 14 working days after receipt.
Cancelling due to a product fault
If you discover a manufacturing defect (seam separation, foam degradation, spring noise, structural failure), you have the right to claim a refund or replacement regardless of trial period expiration.
- Document the fault thoroughly
- Take clear photographs of the defect from multiple angles.
- Write a detailed description of when you noticed the fault and how it affects the product's use.
- Keep any product documentation or packaging that demonstrates the item is Simba's.
- Notify Simba in writing
- Send an email to Simba's customer service with your order number, photographs and fault description.
- Cite the Consumer Guarantees Act 1993 and state that the product is not of acceptable quality.
- Request a refund or replacement and propose a timeline for resolution.
- Allow Simba 7 working days to respond
- Simba may request further information or offer a repair or replacement first.
- You are entitled to refuse a repair if you believe a full refund is appropriate under the circumstances.
- Escalate to the Commerce Commission if Simba refuses
- If Simba does not respond or denies your claim unreasonably, lodge a complaint with the Commerce Commission (New Zealand's consumer authority) at www.comcom.govt.nz.
- Provide all documentation, emails and photographs to support your case.
Understanding refunds and timelines
Your refund eligibility and timeline depend on the cancellation method and whether Simba receives the item in acceptable condition.
| Cancellation type | Timeframe | Refund processing | Return required? |
|---|---|---|---|
| Before delivery (online cancel) | Immediate | 3-5 working days | No |
| 14-day cooling-off (after delivery) | 14 days from receipt | 14 working days after collection | Yes (free collection) |
| Simba 200-night trial (new items) | 200 nights (approx. 6.5 months) | 14 working days after receipt | Yes (free collection) |
| Simba 30-night trial (refurbished) | 30 nights (approx. 1 month) | 14 working days after receipt | Yes (free collection) |
| Product fault claim (Consumer Guarantees Act) | No deadline (legal right) | Depends on resolution method | No (not always required) |
What happens after your cancellation is approved
Once Simba approves your cancellation and collects your item, several steps follow in sequence, and Yafee recommends monitoring each one carefully.
Return logistics and collection
Simba arranges free collection of your returned mattress within 5 to 10 working days of your cancellation request. A courier will contact you to confirm a collection window. Be present or ensure someone is available to hand over the item. Photograph the collection process or obtain a receipt from the courier showing the item has been collected.
Inspection and refund confirmation
After Simba receives your returned mattress, they inspect it for damage beyond normal use. This process typically takes 3 to 7 working days. You should receive an email confirming receipt and the refund amount. If you used the mattress extensively, Simba may apply a small deduction for wear, though this is uncommon for returns within the trial period.
Refund processing to your original payment method
Refunds are processed to your original payment method (credit card, debit card or bank transfer). Bank-to-bank transfers typically take 3 to 5 working days to appear in your account. Credit or debit card refunds may take 7 to 14 working days depending on your card issuer. Yafee recommends checking your account after 14 working days and contacting Simba if the refund has not appeared.
Retaining evidence of the transaction
Keep all email correspondence, order confirmations, collection receipts and refund confirmations for at least 12 months. If a dispute arises, you will need this documentation to support your case with Simba or the Commerce Commission.
Common mistakes that delay or forfeit your refund
Most cancellation disputes arise not from Simba's unwillingness to refund, but from consumers missing deadlines or failing to follow the correct procedure. Yafee has identified the most frequent pitfalls and how to avoid them.
Failing to notify Simba in writing within 14 days
Your cooling-off right expires after 14 days from delivery if you do not submit written notice. Phone calls or vague messages do not count. Send a formal email stating your intention to cancel and cite the Consumer Rights Act 2015. Keep this email as proof of your submission date.
Allowing the item to be heavily used before cancellation
Simba may refuse or reduce a refund if you have used the mattress for several months or caused damage beyond normal testing. The 14-day cooling-off period assumes minimal use; the trial periods allow extended use. If you are unsure after two weeks, initiate a return quickly rather than waiting months.
Not arranging collection promptly
Delaying Simba's collection window or not responding to courier contact can cause the return process to stall. Confirm collection dates in writing and be available. If you miss the scheduled window, contact Simba immediately to reschedule.
Failing to obtain proof of return receipt
Do not assume Simba has received your mattress without written confirmation. Request an email receipt showing the item was received and logged into their system. Without this, you cannot dispute a delayed refund.
Assuming the refund is automatic
Refunds do not process automatically once an item is collected. After 5 working days, contact Simba to confirm they have received your return and initiated the refund. Chase them at 10 working days if the refund has not appeared in your account.
Pricing and what you can expect to pay or recover
Simba's mattress prices range widely, and understanding the refund structure helps you plan your cancellation.
| Product category | Typical price range (NZD) | Trial period | Refund eligibility |
|---|---|---|---|
| New mattresses (single) | $800-$1,400 | 200 nights | Full refund within 200 nights |
| New mattresses (queen) | $1,200-$1,800 | 200 nights | Full refund within 200 nights |
| Refurbished mattresses | $600-$1,200 | 30 nights | Full refund within 30 nights |
| Pillows and accessories | $150-$400 | 30 days | Full refund within 30 days |
| Bed bases and frames | $500-$1,500 | 200 nights | Full refund within 200 nights |
Comparing cancellation options: which path is right for you
Different situations require different cancellation approaches, and Yafee has summarised the best option for each scenario.
| Your situation | Best cancellation path | Key advantage | Processing time |
|---|---|---|---|
| Order placed but not yet delivered | Contact Simba immediately (before delivery) | Fastest refund; no return logistics | 3-5 days |
| Delivered within 14 days; unsatisfied with comfort | Invoke 14-day cooling-off (Consumer Rights Act) | Statutory right; no questions asked | 14 working days after collection |
| Beyond 14 days but within 200-night trial; product unsuitable | Use Simba's trial period return process | Generous window; free collection | 14 working days after receipt |
| Discovered manufacturing fault (any time) | File Consumer Guarantees Act claim | No deadline; legal right cannot expire | Depends on Simba response or escalation |
Checklist for a successful Simba cancellation
Follow this checklist to ensure you complete every step and protect your refund entitlement.
- Verify the delivery date and calculate your 14-day deadline (if applicable)
- Prepare your cancellation notice in writing with your order number and clear statement of intent
- Send cancellation notice by email to Simba's customer service address
- Retain a copy of the email confirmation with the timestamp
- Contact Simba to confirm they received your notice within 2 working days
- Confirm the collection date and time in writing
- Photograph the mattress before collection to show its condition
- Obtain proof of collection from the courier (receipt or tracking number)
- Request written confirmation from Simba within 5 working days showing receipt of your return
- Monitor your bank account or payment method for the refund after 7 working days
- Contact Simba after 10 working days if the refund has not appeared
- File a complaint with the Commerce Commission if Simba refuses to refund after 14 working days
Contact details and escalation routes
To cancel your Simba order or escalate a dispute, use the following contact methods and addresses.
Simba contact information for cancellations
Simba New Zealand Limited (NZBN: 9429041599778) handles cancellation requests through its registered agent at Edge Advisory and Accounting. You may also contact the alternative entity, Simba Limited (NZBN: 9429046700971), which maintains its registered office in Onehunga. Direct your written cancellation notice and return authorisation requests to Simba's customer service email address, which is typically available on the order confirmation or the Simba website. Alternatively, contact by phone using the number provided on your order.
Commerce commission escalation
If Simba does not respond within 14 working days or refuses your refund unreasonably, lodge a formal complaint with the Commerce Commission, New Zealand's independent consumer enforcement authority. You can file a complaint online at www.comcom.govt.nz or contact them by post at Commerce Commission, 44 The Terrace, Wellington 6011. Provide all documentation, including emails, order confirmations, photographs and proof of your cancellation request.
Alternative dispute resolution
If you believe Simba's response is unjust but do not wish to pursue a formal Commerce Commission complaint, you may seek mediation through an independent dispute resolution scheme or consult a consumer law solicitor for further advice.
Summary: your path to cancelling Simba
Cancelling your Simba mattress order is straightforward if you understand your legal rights and follow the correct procedure. New Zealand's Consumer Rights Act 2015 grants you a 14-day cooling-off period from delivery, and the Consumer Guarantees Act 1993 protects you if the product is faulty. Simba's own trial periods exceed these legal minimums, giving you four months to test a new mattress or one month for refurbished items.
To cancel, send a written notice to Simba within your chosen timeframe, arrange free collection, obtain proof of return receipt, and monitor your refund. If Simba refuses or delays unreasonably, escalate to the Commerce Commission. Yafee has helped thousands of consumers cancel their Simba orders successfully and understand their rights under New Zealand consumer law. By following the step-by-step guidance above and retaining all documentation, you protect yourself against delays and disputes, ensuring your refund is processed in full and on time.