Refund policy
Returns & Refunds Policy
If something isn't right with your order, please contact us at support@simtorque.co.uk and our team will help you sort it out.
Your Right to Cancel
If you are a consumer, the UK Consumer Contracts Regulations 2013 give you the right to cancel your order for any reason from the moment you place it until 14 days after the day you receive your goods. To cancel, email support@simtorque.co.uk with your order number and a clear statement that you wish to cancel. After telling us, you have a further 14 days to return the goods to the address we give you.
Some products are exempt from this right, as explained below. The right to cancel applies to consumers only. Orders placed by a business, including trade, commercial, education and defence orders, are covered by the terms agreed in the quote or order confirmation.
Bespoke & Personalised Products (Important)
Goods made to your specifications or clearly personalised for you cannot be cancelled once we have placed the build with the manufacturer. This includes any motion platform, cockpit or simulator built, configured or modified to a specification you have asked for (for example a custom layout, custom dimensions, custom branding or colours, or a commercial build to your requirements). Where a product is bespoke, we will tell you on the product page or in your quote before you order.
Made-to-Order Products
Many of our motion platforms are built by the manufacturer after you order and are shipped to you from abroad or from the manufacturer's UK workshop. These lead times are shown on each product page:
- eMotion Simulators: built to order in the UK.
- DOF Reality: built to order and shipped from the manufacturer.
- Qubic System: made-to-order items are built after you order.
- ProSimu: made to order in France.
- SIMRIG: made to order in Sweden.
- Yaw VR: made to order and shipped internationally.
- BDH: made to order in the UK.
If you change your mind about a made-to-order product, please tell us as early as possible. If we can cancel the build with the manufacturer before your item is dispatched, we will refund you in full. Once a made-to-order item has been dispatched, you can still cancel within 14 days of receiving it, but the return costs and deductions in the sections below will apply, and for large motion platforms these can be significant.
Condition of Returned Goods
You may handle and inspect goods as you would in a shop, to check what they are and how they work. If goods have been handled beyond that, we may reduce your refund to reflect the loss in value. In particular:
- Please return items with all original accessories, hardware, components and documentation, in the original packaging where possible.
- Motion platforms: unboxing and checking the parts is fine. Assembling, wiring, mounting, installing, powering up or using a platform goes beyond what is needed to inspect it. We will deduct an amount that reflects the resulting loss in value, which covers technical inspection, specialised repackaging and manufacturer restocking, and can be up to the full value of the item where it can no longer be sold as new.
- VR headsets: for hygiene and resale reasons, a headset that has been worn, paired to an account or activated may be reduced in value. We will deduct an amount that reflects this.
- Accessories, mounting hardware and add-ons that have been fitted, cut, drilled or marked will be reduced in value accordingly.
Any deduction will be based on the actual loss in value and explained to you in writing before your refund is issued.
Exchanges
We do not offer direct exchanges. If you require a different product, please place a new order and return the original item in line with this policy.
How to Return an Item
- Email support@simtorque.co.uk with your order number and reason for return.
- Our team will issue a Return Merchandise Authorisation (RMA) with the return address and packing instructions. Please do not send anything back until you have received this.
Important: do not send returns to our Fitzrovia office. We do not hold stock or process returns at that address. Returns sent there will not be accepted, and any reasonable costs of redirecting them may be deducted from your refund.
Return Costs
Change-of-mind returns: you are responsible for the cost of returning the goods, and for packing them securely so they arrive undamaged. Motion platforms, cockpits and other large items cannot normally be returned by post and need specialist freight, which can be costly. We recommend a tracked and fully insured service. If you would like an estimate of the return cost for your item before you order or cancel, email us and we will provide one.
Faulty or incorrect items: if an item is faulty, damaged in transit or not what you ordered, we will arrange and pay for the return and handle the claim with the manufacturer.
Refunds
We will refund you within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them back, whichever is sooner. If you cancel before the goods have been dispatched, we will refund you within 14 days of you telling us. Refunds are made to your original payment method.
UK delivery is free, so there is no delivery charge to refund.
Faulty Items
Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery: if your item is faulty, you are entitled to a full refund. You can choose a repair or replacement instead if you prefer.
- After 30 days: we will repair or replace the item, usually through the manufacturer's warranty process, which we manage for you. If a repair or replacement is not possible or does not fix the fault, you may be entitled to a partial or full refund.
To report a fault, email us with your order number, a short description of the issue, and photos or videos where possible. Please follow any reasonable troubleshooting steps we or the manufacturer suggest, as many issues are software or set-up related and can be fixed quickly.
Warranty
All products include a manufacturer warranty from the date of delivery. These are in addition to your statutory rights:
- DOF Reality: one-year hardware manufacturer warranty.
- eMotion Simulators: one-year parts and labour 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. Actuators sold individually are covered for manufacturing defects only.
- SIMRIG: three-year manufacturer warranty covering defects in design, materials and workmanship. Faulty parts are sent to SIMRIG in Sweden for analysis, repair or replacement at no cost to you.
- Yaw VR: one-year warranty with free remote engineering support. The modular design allows individual components to be replaced.
- Pimax: one-year manufacturer warranty. We handle your claim and deal with Pimax directly on your behalf.
- BDH: lifetime manufacturer warranty on mechanical shifters (H1, H2SQ, S1) covering defects in materials and workmanship for the original purchaser. Two-year manufacturer warranty on electronic shifters (Active Shifter).
- MOZA Racing, Simucube and Next Level Racing: full manufacturer warranty, handled through SimTorque. Email us for the warranty length on a specific product.
Warranties cover manufacturing defects. They do not cover accidental damage, misuse, incorrect assembly or installation, use outside the manufacturer's guidance, unauthorised modifications, or normal wear and tear.
Your Legal Rights
Nothing in this policy affects your statutory rights as a consumer under UK law.
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