Return and Refund Policy

At Simulator HQ, we take pride in providing high-quality products and exceptional customer service. We understand that sometimes issues may arise, and we are committed to ensuring a hassle-free returns process. Below, you will find our comprehensive return policy, designed to be fair and transparent for our customers.

General Return Policy

We accept returns on eligible items within 30 days of delivery, as long as the items are in like-new condition and accompanied by their original packaging. Products must be undamaged, include all manuals and accessories, and be returned in their original packaging. Any returns that do not meet this condition may be subject to additional fees or denied.

Customers are responsible for the return shipping cost, including any risk of loss or damage during transit. We recommend using a trackable and insured shipping method to ensure the product's safe return. A 25% restocking fee will be applied to all returns to cover processing and handling costs.

Non-Returnable Items

Certain products are non-returnable due to their custom nature or manufacturer policies:

• ProTee VX Launch Monitors: All ProTee VX product sales are final. Due to the specialized nature of this product and the manufacturer’s return policy, ProTee VX units cannot be returned.
• Custom Orders: Custom-sized products, such as Carl’s Place custom enclosures, are non-returnable as they are built to specific customer requirements.

Inspection Upon Delivery

It is essential that you inspect your package immediately upon delivery. If there is any damage, please notate and photograph it, then contact us within 24 hours of delivery at support@simulatorhq.com with the images and details. Any damage reported after this timeframe may result in the denial of claims.

How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact us at support@simulatorhq.com with your order number and reason for the return.
2. We will provide a Return Merchandise Authorization (RMA) number. No returns will be processed without this RMA number. The product must be returned within 15 days of RMA issuance.
3. Package the product securely and return it using a trackable method. You are responsible for ensuring the product arrives safely.

Refunds

Once we receive and inspect your returned item, we will process your refund. Refunds will be issued to the original payment method, minus the 25% restocking fee. The refund process may take 7-10 business days after the return is approved. If the item does not meet our return condition criteria, further deductions may be applied.

Damaged or Defective Products

If your product arrives damaged or defective, please notify us within 24 hours of delivery. We will arrange for a repair, replacement, or return based on the specific issue.

Shipping Date Estimates

Please note that shipping estimates outlined on product pages are estimates only. Due to factors beyond our control, such as manufacturing delays or logistical constraints, estimated shipping dates may change. While we strive to provide accurate timelines, delays may occur. By placing an order, you agree that you will not cancel your order or file a chargeback due to an unforeseen shipping delay outside of our control.

Chargeback Policy

Our team is here to resolve any issues you may have. Please reach out to us first if you have any concerns. Filing a fraudulent chargeback will result in criminal liability for theft. We encourage all customers to give us the opportunity to resolve issues before contacting your payment provider. Together, we can find a positive solution.

Warranty Information

Many products come with manufacturer warranties amd are covered by their respective manufacturer’s warranty. Please refer to the product manual for specific warranty details. If you experience an issue with a product under warranty, contact us for assistance.

Contact Information

If you have any questions about this return policy or need further assistance, please contact us at:

Email: support@simulatorhq.com
Phone: +1 (844) 345-3195
Address: 548 Market St, PMB 72840, San Francisco, California 94104-5401 US