Refund policy

 Please read this policy carefully before placing an order. You accept this policy by purchasing with Sim Luxx.

There are two ways in which you can return/refund your product. These are listed below.

1. You can log in to your account through www.simluxx.com/account and start your return through your account, the process is automated and the fastest way to start your return.

2. Email our team at info@simluxx.com (please include your order number) within 30 days of receiving your order, and we'll help you out ASAP with any returns and additional questions. Note: Original shipping charges are non-refundable.

We can accept exchanges for another size of your product.

Returns are to be shipped by the purchaser, and Sim Luxx cannot organise shipment back of an item.

Exchanges

If you want to exchange your order, you need to ship your item back in an un-used condition. If you item is in a used/opened condition we are unable to exchange your item.

Once we receive your item, it's checked and if it passes our criteria you will then be shipped your new item. 

For Freem clothing items, we cannot exchange orders that are purchased outside of the UK. We can only refund you in full for your order.

Incorrect Delivery Details

Sim Luxx cannot be held responsible if a customer inputs any incorrect address details on their order, which causes the item to be delivered incorrectly. The customer assumes full responsibility for all delivery details supplied at the point of order. 

Returned items will be added back into our stock. If your order is shipped back due to us, there is a GBP 5.00 admin fee, and you will be refunded your total order amount minus your shipment cost and the admin fee. 

If you have entered incorrect delivery details after placing an order, please get in touch with our customer service team via our contact page or live chat as quickly as possible with your order number so that we can help to rectify the issue.

Please get in touch with us if any of your questions are not listed above.

 

Returns Due To Refusing or Undelivered Item

If you refuse delivery, your carrier will return your item and ship it back to us. If you do not want them to return the item to us, you need to contact the carrier immediately and tell them you want to re-arrange delivery. 

If your order is shipped back due to refusing delivery or because its been unclaimed/undelivered for a period of time set by the courier, there is a GBP 5.00 admin fee, and you will be refunded your total order amount minus your shipment cost and the admin fee. 

Customs (Returned After No Payment)

When purchasing from Sim Luxx, you confirm that you will be responsible for the customs import and taxes (if your order is being shipped outside the UK). If you fail to respond/pay the customs fees and your item is returned, you will be refunded your product total minus the shipment cost and a 5.00GBP admin fee for processing the package. The customs payments/correspondence with local authorities is the responsibility of the customer purchasing from Sim Luxx. So please look into your local import duty rates before purchasing.

Refunds For Cancellations

On all complete turnkey Simulators, any balance paid is non refundable. This is due to all orders being bespoke.

By proceeding with any payment towards Simulator rentals and events, you agree to these refund and cancellation terms.

Simulator Events

 

Booking Confirmation

A booking is only confirmed once full payment or an agreed deposit has been received.

1. Cancellations More Than 30 Days Before Event

   Cancellations made more than 30 working days before the scheduled rental date will not incur a cancellation fee. However, all payments made are non refundable and will be issued as credit, which must be used toward a future booking within 6 months of the original event date.

2. Cancellations Within 30 Days

   Cancellations made within 30 days of the scheduled rental date are non refundable and no credit will be issued.

3. Rescheduling

   Requests to reschedule are subject to availability and must be made at least 40 days before the event date. Approval is at our discretion. Any approved reschedule will convert the payment into credit for a new agreed date.

4. No Show or Same Day Cancellation

   Failure to attend the scheduled rental or cancellations made on the day of the event will result in 100 percent of the booking fee being charged, with no refund or credit issued.

5. Force Majeure

   In the event of circumstances beyond our control, including but not limited to extreme weather, government restrictions, or technical failure, we reserve the right to reschedule the booking. Refunds will not be issued, but full credit will be provided.

6. Equipment or Venue Issues

   If the event cannot proceed due to issues at the client’s venue, including lack of space, power, or access, no refund will be provided.

7. Refund Processing

   Where a refund is approved at our discretion, it will be processed within 30 working days and may be subject to administrative fees.

8. Agreement to Terms

   By confirming a booking, the client agrees to all terms outlined in this policy.

 

 

Refunds

Refunds take up to 30 days to return to you. 

Please note: we are unable to cover the cost of return shipping for returns and refunds for orders outside of the United Kingdom. 

All items returned to Sim Luxx must be returned in their original packaging and unused. We cannot refund/accept a return that has been mounted/used or worn in anyway.