Returns & Refunds Policy

Last updated: [insert publish date]

At Sim Workshop, we take pride in delivering high-quality, precision-built products. Because our equipment is shipped internationally and contains sensitive electronic and mechanical components, please review this policy before placing an order.

Nothing in this policy limits, excludes, or overrides any consumer rights that cannot lawfully be limited or excluded under applicable law. Where applicable law provides a consumer with rights that are more favorable than those described in this policy, those statutory rights will prevail.

All prices shown on our website are final and inclusive of shipping and applicable taxes, unless otherwise stated at checkout.

---

1. Order Cancellation (Before Shipment)

• Orders are typically processed and shipped within 24–48 hours after purchase.
• Once an order has been dispatched, you will receive a shipping confirmation email containing a tracking number.
• If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. We will make reasonable efforts to cancel the order before shipment.
• Once an order has been dispatched, it may no longer be possible for us to intercept or cancel the shipment. In that case, any applicable cancellation or withdrawal rights will be handled under the return provisions below and applicable law.
• If an order is successfully cancelled before shipment, we will issue a full refund to your original payment method.
• This also applies to pre-order items (such as the Boeing Yoke): pre-orders may be cancelled at any time before shipment for a full refund.

---

2. 14-Day Right of Withdrawal / Change-of-Mind Returns

Customers residing in the EU/EEA and the UK may have statutory cancellation or withdrawal rights for qualifying online purchases. Sim Workshop voluntarily extends a 14-day change-of-mind return period to customers worldwide, subject to the terms of this policy and any mandatory rights provided by applicable law.

2.1 Starting a Change-of-Mind Return

• Return requests must be submitted within 14 days of delivery of the goods. Where an order contains multiple items delivered separately, the 14-day period begins when the last item is delivered, where required by applicable law.
• For customers exercising a statutory right of withdrawal, notifying us of your decision to withdraw within the applicable 14-day period is sufficient to preserve that right. After notifying us, the goods must generally be sent back without undue delay and, where applicable, within 14 days after notifying us of the withdrawal.
• You're welcome to inspect and test the product to the extent reasonably necessary to establish its nature, characteristics, and functioning, similar to what you would reasonably be able to do in a physical store.
• If the product shows signs of handling or use beyond what is reasonably necessary to establish its nature, characteristics, and functioning, we may deduct an amount from your refund reflecting the actual diminished value of the item, where such deduction is permitted by applicable law. Any such deduction will be assessed on a case-by-case basis and will not be applied automatically merely because the product has been opened or tested.
• This also covers cases where you've contacted our support team about a possible issue, our team has helped diagnose it (for example, confirming the product is functioning correctly and providing calibration or setup guidance), and you still wish to proceed with a return within the applicable 14-day return period. In that case, the terms of this section apply.
• Unless otherwise required by applicable law, the warehouse from which an order was originally shipped does not determine the return location. Orders fulfilled from our mainland China or Germany/EU fulfillment facilities may be required to be returned to our designated return facility in mainland China.
• Return shipping is your responsibility for change-of-mind returns, unless applicable law requires otherwise. We do not currently provide prepaid return labels for ordinary international change-of-mind returns.
• Once you submit your return request, we'll acknowledge it by email and confirm the applicable return address and next steps.
• For eligible statutory withdrawals, we will refund the full amount you paid, where required by applicable law.
• Refunds may be withheld until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

To start a return or cancellation request, please visit your account portal: Sim Workshop Account Portal

---

3. International Return Shipping

• Prepaid return labels are not currently provided for ordinary international change-of-mind returns. Unless otherwise required by applicable law, returns must be shipped to our designated return facility in Shanghai, China.
• The return address and shipping instructions will be confirmed by Sim Workshop after your return request has been submitted. Please do not send a return to any address without first receiving return instructions from us.
• You may use a carrier of your choice. We strongly recommend a trackable and appropriately insured shipping service, as Sim Workshop cannot be responsible for loss or damage occurring during return transit where the risk is legally borne by the customer.
• For change-of-mind returns, the direct cost of returning the goods is the customer's responsibility unless applicable law requires otherwise.

Estimated International Return Shipping Costs

Because our products are relatively heavy and may require international courier transportation, the following figures are provided as pre-purchase estimates based on typical international shipping rates:

These figures are estimates only and are not fixed shipping quotations. Actual costs may vary depending on the customer's location, carrier, service level, package dimensions and weight, fuel or other surcharges, customs requirements, and other circumstances. Where applicable law requires us to provide an estimated or maximum return cost before purchase, the information provided at the time of purchase will apply.

Return Address: Room 516, 5th Floor, Building 1, Lane 777 South Huanhu No.1 Road, Lingang New Area, China (Shanghai) Pilot Free Trade Zone, Pudong New Area, Shanghai 201306, P.R. China Attn: Huawei Chen Tel: +86 195 3332 3762

---

4. Returns We May Decline or Adjust

Returns or refunds may be declined or adjusted where permitted by applicable law in the following circumstances:

• Damage caused by improper handling, misuse, unauthorized modification, or improper installation after delivery.
• Change-of-mind return requests submitted after the applicable withdrawal or return period, unless another statutory or contractual right applies.
• Returns sent without first submitting a return request through our account portal or support team, where prior authorization is reasonably necessary to confirm the correct return address and process the return.
• Products damaged during return transit due to inadequate packaging or improper handling by the customer, to the extent that the customer is legally responsible for the resulting loss in value.
• Missing components, accessories, or other items originally supplied with the product, where the applicable law permits the resulting diminished value to be taken into account.

Nothing in this section limits any statutory rights relating to defective, damaged, or non-conforming products.

---

5. Shipping Damage & Product Defects

5a. Visible Transit Damage

If your order arrives with visible damage to the packaging or the product itself, please contact us within 48 hours of delivery with photos or video of the damaged packaging and item.

Reporting promptly allows us to resolve your case quickly and file a claim with the carrier where applicable.

This 48-hour reporting period is a practical guideline only and does not limit or waive any statutory rights you may have in relation to defective, damaged, or non-conforming goods. However, where a report is made substantially later, additional evidence may be required for us to determine what happened.

5b. Product Defects & Legal Guarantee

Products sold to consumers are covered by the statutory legal guarantee of conformity applicable in the customer's country of residence.

For consumers in the EU, this generally includes a minimum 2-year legal guarantee of conformity, subject to applicable national law and exceptions.

For UK consumers, statutory rights relating to faulty or non-conforming goods apply under the Consumer Rights Act 2015 and other applicable legislation.

There is no arbitrary 48-hour or similar reporting deadline for genuine product defects that would remove applicable statutory rights.

To report an issue, please contact our support team with a description of the problem and, where possible, photos or video. This information helps us diagnose and resolve the issue as efficiently as possible.

Software, Firmware, Calibration, Configuration & Compatibility Issues

Some reported problems may result from:

• software configuration;
• firmware;
• drivers;
• simulator settings;
• operating-system configuration;
• third-party software;
• compatibility issues;
• calibration; or
• incorrect installation or setup.

Where we reasonably determine that an issue may be resolved through software, configuration, firmware, calibration, troubleshooting, or technical support, our team may first offer remote diagnosis and assistance, including tools such as TeamViewer where appropriate.

Nothing in this section limits any statutory rights that may apply where a software or digital element forms part of the conformity of the product.

Confirmed Hardware Defects

If Sim Workshop confirms that a product or component has a hardware defect covered by applicable law or our applicable warranty obligations, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, the remedy may include:

• replacement of the defective component;
• repair;
• replacement of the product (where available);
• return and refund; or
• another applicable remedy.

Where appropriate, we may first offer to send replacement components or provide a repair solution to resolve the issue without requiring the entire product to be returned.

If repair or replacement is not appropriate, cannot be completed within a reasonable period, causes significant inconvenience, fails to resolve the issue, or another remedy is required or available under applicable law, we will provide the applicable remedy, which may include a return and refund.

If a return is required or agreed upon, the product will generally be returned to our designated return facility in Shanghai, China, unless applicable law requires another arrangement.

5c. Return Shipping for Confirmed Defects

For confirmed defective, damaged, incorrect, or otherwise non-conforming products where Sim Workshop is responsible for the return:

Sim Workshop will bear the reasonable and documented cost of returning the product, subject to applicable law.

Where operationally necessary, you may be asked to arrange and initially pay for the return shipment. In such circumstances:

• Please use a reasonable and appropriate shipping service.
• Keep your shipping receipt or invoice.
• Provide us with the tracking number and proof of the shipping cost.

Once we can confirm via the tracking number that the item has been shipped — you do not need to wait for the item to arrive in China — we will reimburse the reasonable and documented return shipping cost within 3 business days, through the method communicated by our support team.

Where applicable law requires Sim Workshop to arrange or prepay return transportation, we will provide or arrange the appropriate return method instead.

Customers should not purchase unusually expensive shipping services without first contacting Sim Workshop, unless reasonably necessary or required by applicable law.

---

6. Refund Processing

Refund timing depends on the type of return and the applicable law.

Change-of-Mind / Statutory Withdrawal

For eligible statutory withdrawals, refunds will be processed within 14 days of the date we receive the returned goods, or the date you provide evidence that the goods have been sent back, whichever is earlier.

Where permitted by applicable law, we may withhold the refund until:

• we have received the returned goods; or
• you have provided evidence that the goods have been sent back,

whichever occurs first.

For eligible statutory withdrawals, we will refund the full amount you paid.

Defective or Non-Conforming Products

Where a refund is the applicable remedy for a confirmed defective or non-conforming product, we will process the refund in accordance with applicable law.

Where required by law, this may include:

• the purchase price;
• applicable original standard delivery charges; and
• reasonable and documented return shipping costs for which Sim Workshop is responsible.

Payment Method

Refunds are normally issued to the original payment method used for the purchase, unless another method is agreed with the customer and permitted by applicable law.

Sim Workshop does not deduct payment-processing fees from refunds, regardless of the customer's location.

Depending on your bank, card issuer, PayPal, or other payment provider, it may take several additional business days for the refund to appear in your account after Sim Workshop has processed it.

---

7. Statutory Consumer Rights

Nothing in this policy limits, excludes, or overrides any consumer rights that cannot lawfully be limited or excluded under applicable law.

Consumers may have additional statutory rights depending on their country of residence, including rights relating to:

• withdrawal or cancellation;
• defective or non-conforming goods;
• repair;
• replacement;
• price reduction;
• refunds;
• delivery;
• software or digital elements; and
• other consumer protections.

Where applicable law provides a consumer with rights that are more favorable than those described in this policy, those statutory rights will prevail.

This policy should therefore be read together with the mandatory consumer protection laws applicable to the customer's purchase.

---

8. Contact Us

If you have any questions about returns, refunds, cancellations, or product defects, please contact us:

📧 info@simworkshop.net 📧 business@simwork.net

Or start a request through your account portal: Sim Workshop Account Portal

Please include your order number in all communications regarding an existing order.