Returns and Refunds

If something isn't right with your order, contact us at support@simtorque.co.uk and we'll help you sort it out.

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 platforms - built to order in the UK. Once production starts, orders cannot be cancelled or returned.

DOF Reality motion platforms - 24-hour cancellation window from the point of order. Once this window passes, the order is scheduled for production and shipping in DOF's next batch and cannot be cancelled.

Qubic System platforms - made-to-order items cannot be cancelled once production begins.

Bespoke and custom builds - any motion platform built bespoke to customer specification is non-cancellable and non-returnable once build work has started.

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

Motion platforms must be returned in original packaging and in fully unused condition. If the platform has been assembled, wired, or installed beyond the minimum required for inspection, it is no longer eligible for return under change-of-mind cancellation.

Accessories, mounting hardware and add-ons must be unused and 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

For change-of-mind returns, return shipping is your responsibility. Use a tracked and insured service.

For motion platforms, return shipping requires specialist freight and can be costly. The return logistics cost is your responsibility on change-of-mind returns and we recommend obtaining a quote before initiating the return process.

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

Handling & Inspection Fee

Motion platforms returned for change-of-mind reasons 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 change-of-mind returns.

UK import VAT paid to the courier on delivery is not refundable by SimTorque. This is a customs charge paid directly to HMRC by the customer at the point of delivery, and reclaim of import VAT is handled through HMRC directly where applicable.

Faulty Items

Under the Consumer Rights Act 2015:
- Within 30 days: full refund, repair or replacement
- After 30 days: repair or replacement offered first

Warranty

All products include a manufacturer-backed warranty from the date of delivery. Warranty periods vary by manufacturer:

- DOF Reality: one-year hardware warranty
- eMotion Simulators: one-year parts and labour warranty
- Qubic System: standard manufacturer warranty (see product page)

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
60 Tottenham Court Road, Office 1238, Fitzrovia, London, W1T 2EW

Company Number: 17102663