Effective Date: January 1, 2026
This Return and Refund Policy governs returns, cancellations, exchanges, deposits, and refunds for products purchased from SimVerse HQ (“Company,” “we,” “our,” or “us”). By placing an order, you agree to the terms set forth below.
1. Scope
This policy applies to purchases made through www.simversehq.com and shipped within the contiguous 48 United States.
Commercial transactions governed by a separate Commercial Sales Agreement may be subject to additional or superseding terms.
2. Simulator Systems and Custom Equipment (Final Sale Policy)
Simulator systems, large-format equipment, and custom-configured products are final sale once shipped, except as expressly provided in this policy.
Custom-built, made-to-order, or specially configured products are non-cancellable once manufacturer production has begun.
Deposits for custom or milestone-based commercial orders become non-refundable upon manufacturer order placement or commencement of production, as specified in the applicable agreement.
3. Commercial Milestone Orders
For commercial transactions involving milestone payments, cancellation rights and refund eligibility are governed by the executed Commercial Sales Agreement.
Shipment will not occur until all required milestone payments have been received and verified.
Failure to complete required milestone payments may result in suspension or termination of the order without refund of non-refundable deposits.
4. Accessories and Non-Custom Products
Accessories and non-custom products may be eligible for return within 30 days of delivery, provided that the product is unused, undamaged, in original packaging, and includes all components and documentation.
Proof of purchase is required.
Approved returns may be subject to restocking fees of up to 15 percent, where permitted by law.
5. Freight and Delivery Damage
All freight and white-glove deliveries must be inspected at the time of delivery.
Visible damage must be noted on the carrier’s delivery receipt prior to signing.
Failure to document visible damage at delivery may limit or void the ability to file a freight claim.
Concealed damage must be reported in writing within 48 hours of delivery and supported with photographs.
Original packaging must be retained until any claim is fully resolved.
6. Return Authorization Process
All returns require prior written authorization from SimVerse HQ.
To request authorization, contact cs@simversehq.com within the applicable return window and provide your order number and reason for return.
Unauthorized returns may be refused and returned at customer expense.
Approved items must be shipped within 7 days of authorization.
7. Return Shipping Costs
For change-of-mind returns, customer is responsible for all return shipping costs.
For freight returns, customer is responsible for round-trip freight charges and applicable restocking fees unless otherwise agreed in writing.
If a return is due to confirmed defect or fulfillment error, SimVerse HQ will coordinate appropriate remedy in accordance with manufacturer warranty terms.
8. Order Cancellations
Orders may be canceled for a full refund prior to shipment, unless production of custom equipment has begun.
Once shipped, simulator systems and custom products are subject to the final sale provisions described above.
9. Refund Processing
Refunds are issued only after returned items are received and inspected.
Refunds will be processed to the original payment method.
Processing time may take up to 14 business days following inspection.
Original shipping charges, freight coordination fees, financing fees, and applicable restocking fees are non-refundable unless required by law.
10. Exchanges
We replace items only if they are defective, damaged, or incorrect.
Exchange requests must comply with the same inspection and reporting timelines outlined in this policy.
11. Non-Returnable Items
The following items are non-returnable:
Custom or personalized systems.
Installed or assembled equipment.
Used products.
Products damaged due to improper installation, misuse, modification, or unauthorized alterations.
12. Limitation of Remedies
The remedies described in this policy are your exclusive remedies for return-related claims, subject to applicable law.
This policy is subject to the limitations of liability set forth in the SimVerse HQ Terms of Service.
13. Contact Information
SimVerse HQ
5900 Balcones Dr, Suite 100
Austin, TX 78731
cs@simversehq.com
+1 (800) 938-4660