Refund policy

Returns & Refunds Policy

Your Right to Cancel

Made-to-Order & Bespoke Products (Important)

• eMotion Simulators: Built to order in the UK. Once production starts, orders cannot be cancelled, modified, or returned.
• DOF Reality: Offers a strict 24-hour cancellation window from the point of order placement. Once this window passes, the order is locked into the global manufacturing and shipping batch and cannot be cancelled or refunded.
• Qubic System: Made-to-order items cannot be cancelled or refunded once production has commenced.
• ProSimu: Made to order in France. Once production begins, orders cannot be cancelled, modified, or returned.
• SIMRIG: Made to order in Sweden. Once production begins, orders cannot be cancelled or refunded.
• Yaw VR: Made to order and shipped internationally. Once the order has been placed with the manufacturer, it cannot be cancelled or refunded.
• BDH: Lifetime manufacturer warranty on mechanical shifters (H1, H2SQ, S1) covering defects in materials and workmanship for the original purchaser. 2-year manufacturer warranty on electronic shifters (Active Shifter). 30-day free return policy for faults within the first 30 days of delivery. Warranty does not cover accidental damage, unauthorised modifications, or cosmetic wear.
• Bespoke Custom Builds: Any motion platform built or customised to unique customer specifications is strictly non-cancellable and non-returnable once physical build work has started.

Condition of Eligible Returns

• The item must be completely unused and in its original, undamaged packaging.
• The item must include all original accessories, hardware, components, and documentation.
• Product-Specific Rule: Motion platforms must be completely un-assembled and un-wired. If a platform has been assembled, wired, mounted, or installed beyond the basic minimum required for superficial inspection, it is no longer eligible for a change-of-mind return.
• Accessories, mounting hardware, and add-ons must be completely unopened in their original retail packaging.

Exchanges

1. Email support@simtorque.co.uk stating your Order Number and your Reason for Return.
2. If eligible, our team will issue an official Return Merchandise Authorisation (RMA) along with specific return shipping instructions. Do not attempt to ship any items back to us until you have received this confirmed return address.
3. Important Mailing Restriction: Do not ship return packages to our Fitzrovia administrative office. We do not hold stock or process physical inventory at this location. All unauthorised returns sent to the Fitzrovia address will be rejected, and any associated retrieval costs will be deducted from your final refund.

Return Shipping Costs & Fees

• Change-of-Mind Returns: The cost of return logistics is entirely the responsibility of the customer. Because motion platforms and simulation rigs require specialist, heavy freight transport, return shipping can be exceptionally costly. We strongly recommend obtaining a tracked and fully insured freight quote before initiating a return.
• Handling & Inspection Fee: All eligible motion platforms returned for change-of-mind reasons are subject to a restructuring and inspection fee of up to 20% of the original purchase price. This fee covers the mandatory technical inspection, specialised repackaging, and manufacturer restocking costs. This fee does not apply to faulty items.
• Faulty or Incorrect Items: If an item is verified as faulty, defective, or incorrectly supplied by SimTorque, we will arrange and fully cover the costs of return shipping and we will carry out the warranty procedure directly with the supplier.

Refunds

• You will be notified via email within 5 working days regarding the approval status of your refund.
• Approved refunds will be processed and issued back to your original payment method within 10 working days.
• Delivery Charges & Duties: Original delivery fees are non-refundable for change-of-mind returns. Because SimTorque pays and handles all UK import VAT and customs duties upfront on behalf of our customers, any non-recoverable import charges or customs clearance fees incurred during the original importation will be deducted from change-of-mind refunds. No deductions for duties or VAT will ever apply if an item is returned due to a manufacturing fault.

Faulty Items

• Within 30 Days of Delivery: If your item arrives faulty or develops a manufacturing defect, you are entitled to a full refund, repair, or replacement.
• After 30 Days: We will facilitate a repair or replacement through the manufacturer's official warranty channels first.

Warranty

• DOF Reality: One-year hardware manufacturer warranty.
• eMotion Simulators: One-year parts and labor manufacturer warranty.
• Qubic System: 24-month manufacturer warranty for home use. 12-month warranty for commercial use. Commercial warranty extensions available on request.
• ProSimu: One-year manufacturer warranty covering all simulators and components when used with the recommended mounting configuration. Warranty does not apply to actuators sold individually unless a manufacturing defect is identified.
• SIMRIG: Three-year manufacturer warranty covering defects in design, materials, and workmanship. Warranty claims are processed through SIMRIG's support team with faulty parts shipped to Sweden for analysis, repair, or replacement at no cost.
• Yaw VR: One-year warranty with free remote engineering support. Modular design allows individual component replacement.
• Pimax: Standard one-year manufacturer warranty.SimTorque handles your initial contact and Pimax manages any returns or replacements.

Your Legal Rights

Corporate Contact Information

• Customer Support Email: support@simtorque.co.uk
• Phone Number: +44 2046 343 208 (Monday to Friday, 9 am to 5 pm)
• Registered Office & Mailing Address: SimTorque Ltd, 60 Tottenham Court Road, Office 1238, Fitzrovia, London, W1T 2EW
• Company Registration Number: 17102663
• VAT Registration Number: GB520516822