Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The customer will be responsible for all shipping fees. Before shipping your product back please make sure you package it up exactly how you received it and in all of its original packaging. All items must be in brand new and resalable condition. Once the item is received it will be inspected and a credit will be issued accordingly. All returns are subject to a 20% restocking fee on the product and return shipping is the customer's responsibility.
If the product never makes it back to us then that is an issue between you and the shipping service you used.
To start a return, you can contact us at support@simhq.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@simhq.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Cancellations
Please note that orders cancelled after processing are subject to a 10% cancellation fee.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@simhq.com
Refund Policy During Giveaway Period
All purchases made during a giveaway period are considered final. Once the giveaway winner has been announced, purchases made during the giveaway period are not eligible for cash refunds. This policy applies regardless of order status or delivery. For any questions or additional clarification regarding this policy, please contact us directly.