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, provided they are in like-new condition and include all original packaging. Returns are processed directly with the manufacturers, and items must be undamaged, complete with all manuals and accessories, and returned in their original packaging. Returns that do not meet these conditions may incur additional fees or may be denied. Please note that all returns require approval from both Simulator HQ and the product’s manufacturer.

Return shipping costs, including any risk of loss or damage in transit, are the customer’s responsibility. We strongly recommend using a trackable and insured shipping method for a secure return. A 25% restocking fee will be applied to cover processing and handling costs. For product-specific return policies, please contact our support team prior to purchase.

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 screens & custom enclosures, are non-returnable as they are made to order.
• Foresight Sports Products: All foresight Sports products are final sale 24 hours after the time of purchase.

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.

Order Cancellations

To avoid incurring a 3% processing fee, cancellations must be made within 24 hours of placing an order. If you need to cancel, please contact us as soon as possible at support@simulatorhq.com. Once your order has shipped, you’ll be responsible for both return shipping costs and the 3% processing fee. Cancellations requested after shipping will be handled as standard returns under our 30-day return policy, and any associated shipping and restocking fees will apply.

Foresight Sports products are considered final sale 24 hours after the time of purchase. Orders not cancelled within 24 hours will be charged and shipped to customer.

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