Refund Policy

At SimCoach, customer satisfaction is our priority. We provide a 14-day return and refund policy for regular orders, starting from the date your order is marked as delivered. Customers may request a return and refund within this 14-day period, subject to the terms and conditions outlined below.

 

14-Days Return & Refund Policy

Our 14-day return and refund policy allows customers with eligible regular orders to request a return and refund within 14 days from the date the order is marked as delivered.

If you are not satisfied with your purchase or need to return a product for other valid reasons, please contact us within this period. Returned products must meet our return requirements, including being unused, in original condition, and suitable for resale.

Once we receive and inspect the returned item, we will confirm the refund status. If the return is approved, the refund will be processed according to our refund terms.

 

Return & Refund Process

To request a return and refund, please follow the steps below:

1. Submit a Return & Refund Request:
To start a return and refund request, you can submit your request through your account center or contact us via email at sales@simcoach.net within 14 days from the delivery date.

Please provide your order number, the reason for the return/refund request, and any relevant details about the issue. If applicable, you may also include photos or videos to help us review your request more efficiently.

2. Return Request Review:
Our team will review your request and confirm whether the product meets our return requirements. We will usually respond within 2 business days.

3. Return Approval & Instructions:
If your return request is approved, we will provide the return address and shipping instructions. Please do not send the product back before receiving our approval.

4. Return the Product:
Ship the item back according to our instructions. The product must be unused, in its original condition, and include all original packaging, accessories, and components.

5. Product Inspection:
Once we receive the returned item, our team will inspect the product to confirm it meets the return conditions.

6. Refund Processing:
If the return is approved after inspection, we will process the refund to your original payment method within 5 business days. The actual time for the funds to appear may vary depending on your bank or payment provider.

Non-Returnable & Non-Refundable Items

We are unable to accept returns or issue refunds for products that show signs of use, damage, wear, or alteration, unless the issue is caused by a verified product quality problem.

The following items are not eligible for return or refund:

• Used products or items that have been tested, punctured, worn, or altered.
• Products not in their original condition, including items missing original packaging, accessories, or components.
• Bulk orders and large-volume purchases.
• Customized products, including logo customization or special production requests.
• Clearance or final sale items.

We appreciate your understanding.

 

Refund Deductions & Cost Responsibility

At SimCoach, we do not charge any return or refund handling fees. Once your return is approved and the product is received and inspected, eligible refunds will be processed without additional service charges.

The refund amount may be adjusted based on the following costs:

• Product Cost: If the returned product meets our return conditions, the product purchase amount will be refunded. For items returned due to customer preference or ordering mistakes, the original shipping fee (if applicable) will not be refunded.
• Return Shipping Cost: Customers are responsible for the return shipping cost unless the return is caused by a defective product, incorrect item shipped, or a quality issue confirmed by SimCoach.
• Payment Processing Fees: No additional refund handling fees will be charged by SimCoach. However, any non-refundable payment processing fees charged by third-party payment providers may be deducted from the refund amount where applicable.
• Original Shipping Fees: Shipping fees paid for the original order are non-refundable unless the return is caused by an error on our side or a confirmed product quality issue.

The final refund amount will be confirmed after the returned item is received and inspected by our team.

 

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged during transportation, defective, missing parts, or different from the item you ordered, please contact us within 14 days from the delivery date at sales@simcoach.net.

To help us verify the issue, please provide the following information:

• Order number
• A description of the problem
• Clear photos or videos showing the product condition, damage, or incorrect item received

Our team will review the information and respond with a suitable solution. Depending on the situation, we may provide:

• Replacement of the damaged or incorrect product
• Replacement parts or accessories if only certain components are affected
• A refund if replacement is not available or appropriate

For products damaged during shipping, we may request photos of the outer packaging and the product itself to assist with the carrier investigation.

For confirmed product defects, shipping damage, or incorrect shipments caused by SimCoach, we will cover the necessary return or replacement shipping costs.

 

Return Shipping Costs

For returns due to personal reasons, such as ordering the wrong product, changing your mind, or no longer needing the item, the customer is responsible for the return shipping costs.

Please contact us before returning any product. Returns sent without prior approval may not be accepted.

For returns caused by confirmed product quality issues, damaged items received, or incorrect shipments from SimCoach, we will cover the necessary return shipping costs or provide a suitable solution.

Please note that the original shipping fee is non-refundable unless the return is caused by an error or verified issue on our side.

 

Order Cancellation Policy

Customers may request to cancel an order before the order has been shipped. Once an order has been processed and shipped, cancellation requests cannot be accepted, and the customer may follow our return policy after receiving the product.

 

Missing Parts or Accessories

If your order arrives with missing parts or accessories, please provide your order number along with photos of the received items.

After verification, we will arrange shipment of the missing components or provide another suitable solution.

 

Return Address

Approved returns should be sent to our factory warehouse:

• Name: Ruby
• Address: Building C15,Huachuang Animation Industrial Park, Jinshan Village, Shiqi Town, Panyu District, Guangzhou, Guangdong, CN
• Phone: +86 19860202235
• Email: sales@simcoach.net

 

Need Assistance?

If you have any questions regarding returns, refunds, or order-related issues, our team is here to help.

Please contact us at sales@simcoach.net and include your order number and a brief description of your request. We will review your case and provide the most suitable solution.