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Return and Refund Policy

Return and Refund Policy for Sport Simulator HQ

Last Updated: November 11, 2024

Key Information:

  • 14 day return window
  • 21 days to process refunds
  • 25% restocking fee
  • Customer pays return shipping
  • Exchanges not offered. Please return the product for a refund and place a new order if you wish.

Scope and Intent

This Return and Refund Policy applies to all purchases made through the Sport Simulator HQ website.

Contact

After reviewing this policy, if you have additional questions or want more information about returns or refunds, please contact us by e-mailing support@sportsimulatorhq.com or calling (980) 270-1887. Our business hours are Monday - Saturday, 8:00 AM - 5:00 PM EST.

Order Cancellations

Excluding custom orders, you can cancel your order for a 100% refund within 24 hours of purchasing. To cancel, contact us at support@sportsimulatorhq.com with your order number. We will cancel your order and you will receive a full refund. If the order has already shipped, follow the return procedure after receiving the product.

Please note that custom orders cannot be cancelled or refunded, see below for details.

Custom Order Cancellations

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. 

This means that all sales are final for custom and made-to-order products. If it is not clear whether your order is custom or made to order, please contact support@sportsimulatorhq.com or call (980) 270-1887.

Refunds and Returns

If you change your mind about a purchase, you may return the product(s) within 14 days of receiving them as long as they are unused and in their original packaging. Please note that the 14 day return window means returns must be initiated and shipped within 14 days of delivery. Please follow the steps below to initiate a return:

  1. Email support@sportsimulatorhq.com with:
    1. Your order number.
    2. The item(s) you wish to return.
    3. The reason for the return.
  2. We will respond to your email with detailed instructions on how to proceed with the return and where to ship the return to. Ship the product(s) within 14 days of their initial delivery.
  3. Costs:
    1. The customer is responsible for all return shipping costs. Please ensure you obtain a tracking number for your return shipment.
    2. A 25% restocking fee will apply to non-damaged returns.
  4. Once we receive your return, we will issue a refund. The refund will be processed to the original payment method within 21 days of receiving the returned item.

Damaged Items 

Please inspect the packaging of your item(s) when they arrive. If you notice any damage, document it on the delivery receipt. If your item arrives damaged and you wish to initiate a return, please contact us within 24 hours of delivery at support@sportsimulatorhq.com with:

  • Your order number
  • The product title or SKU # of the damaged item(s)
  • A brief description of the damage
  • Photos and/or videos of the damage

Sport Simulator HQ will file a freight claim with the carrier on your behalf. If an item is determined to be damaged in transit, we will ship a new item to you free of charge.

Please note that photos and videos of the damage must be sent to support@sportsimulatorhq.com within 24 hours of delivery or the claim will not be valid.

Warranty

Some products offered by Sport Simulator HQ come with a manufacturer’s warranty. For details on whether a specific product includes a warranty, please refer to the individual product page.

Exchanges

We do not offer exchanges. If you wish to exchange an item, please initiate a return and place a new order.

Chargebacks

We are committed to resolving any product, return, or refund issues you may encounter. Please contact us first if you have an issue with your product, and we will work with you to resolve it. Fraudulent chargebacks will not be tolerated, and we encourage customers to reach out directly to resolve any issues before initiating chargebacks.

Contact Information

If you have any questions regarding our Return and Refund Policy, we encourage you to contact us at support@sportsimulatorhq.com or by calling (980) 270-1887. Our customer service hours are: Monday - Saturday, 8:00 AM - 5:00 PM EST.