Returns and Refunds

If something isn’t right with your order, contact us at support@simtorque.co.uk and we’ll assist you.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

After notifying us, you have a further 14 days to return the item.

Certain products are exempt from this right — see below.

Made-to-Order Products (Important)

Some products are manufactured specifically for you after purchase. These are exempt from standard cancellation and return rights once production has begun.

These products are clearly identified on the relevant product pages.

This applies to:

eMotion Simulators
Built to order in the UK. Once production starts, orders cannot be cancelled or returned.

DOF Reality motion platforms
Cancellation window: 24 hours after order placement.

Cobra Seats
Handmade to order. Once production begins, cancellation is not possible.

If you need to cancel, contact us as soon as possible. We will always try to assist before production begins, but cannot guarantee cancellation after this point.

Condition of Returns

To be eligible for a return:

  • Items must be unused
  • Returned in original packaging
  • Include all accessories and documentation

We cannot accept returns that do not meet these conditions.

Product-Specific Return Conditions

  • Helmets: Cannot be returned if worn or inner liner removed (hygiene reasons)
  • Racing seats: Cannot be returned if mounted, modified or used
  • Motion platforms: Must be returned in original packaging

Exchanges

We do not offer direct exchanges.

If you require a different product, please place a new order and return the original item (where eligible) in line with this policy.

How to Return an Item

Email support@simtorque.co.uk with:

  • Your order number
  • Reason for return

We will confirm eligibility and provide return instructions, including the return address.

Returns must be authorised before being sent.

All returns are completed by sending the item back to the address provided using a postal or courier service (drop-off or collection depending on the item).

Return Shipping Costs

  • If you change your mind, return shipping is your responsibility
  • Use a tracked and insured service

For large items (e.g. motion platforms), return shipping may require specialist freight and can be costly.

If the item is faulty or incorrect, we will cover return shipping.

Handling & Inspection Fee

Certain large items (such as motion platforms and racing seats) are subject to a handling and inspection fee of up to 20% of the product price.

This reflects the cost of inspection, repackaging and returning items to suppliers.

This fee does not apply to faulty or incorrectly supplied items.

Refunds

Once your return is received and inspected:

  • You will be notified within 5 working days
  • Approved refunds are issued within 10 working days
  • Refunds are returned to your original payment method

Original delivery charges are non-refundable for unwanted returns.

Faulty Items

Under the Consumer Rights Act 2015:

  • Within 30 days: full refund, repair or replacement
  • After 30 days: repair or replacement offered first

Contact us with:

  • Order number
  • Description of issue
  • Photos (if possible)

Warranty

All products include a manufacturer-backed warranty from the date of delivery.

Warranty periods vary by product — details are provided on product pages.

Warranty does not cover:

  • Misuse
  • Accidental damage
  • Unauthorised modifications
  • Normal wear and tear

To make a claim, contact support@simtorque.co.uk.

Your Legal Rights

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

Contact

support@simtorque.co.uk
+44 2046 281 832
(Mon–Fri, 9am–5pm)

SimTorque Ltd
14 Bunyans Close, Luton, LU3 2PX, Bedfordshire
Company Number: 17102663