Refund policy

1. Scope and legal framework

This Policy governs the right of withdrawal, returns and the legal guarantee of conformity for products purchased through the website https://simufy.com (hereinafter, the "Website") owned by SAPRO TRADING, S.L. (hereinafter, "SIMUFY"), in accordance with Royal Legislative Decree 1/2007, of 16 November, approving the Consolidated Text of the General Law for the Defence of Consumers and Users and other complementary laws (hereinafter, "TRLGDCU"), as currently worded following Royal Decree-Law 7/2021.

2. Right of withdrawal

2.1 Time limit and how to exercise it

The Consumer User has a period of fourteen (14) calendar days from receipt of the product to withdraw from the contract without giving any reason and without incurring any costs other than those provided for in arts. 107.2 and 108 of the TRLGDCU.

For orders with multiple components delivered in separate shipments, the period will run from receipt of the last component (art. 104 TRLGDCU).

To exercise the right of withdrawal, the User may:

• Send an express and unequivocal statement to info@simufy.com or by post to SIMUFY, Ctra. BV-2131 Km. 7,2, 08787 Orpí, Barcelona, Spain.
• Use the model withdrawal form set out in Annex 1 of the Terms of Service, or request it directly from info@simufy.com.
• Complete the online withdrawal form available on the Website: Return / withdrawal form. SIMUFY will acknowledge receipt by email.

2.2 Returning the product

After notifying the withdrawal, the User has 14 calendar days to return the product. The deadline will be met if the product is dispatched before it expires (art. 108.1 TRLGDCU).

The costs of return shipping will be borne by the User, in accordance with art. 108.1 TRLGDCU, of which the User has been informed in advance by this Policy.

Given the value of the products, the User is strongly advised to send the return using a carrier with active tracking and all-risks insurance for the declared value of the goods.

2.3 Exceptions to the right of withdrawal (art. 103 TRLGDCU)

The following are excluded from the right of withdrawal, in accordance with art. 103 of the TRLGDCU:

• The supply of goods made to the User's specifications or clearly personalised. By way of example: (a) complete simulators assembled, wired and integrated to measure according to the requested configuration; (b) vinyl-wrapped products, products with custom finishes or with any aesthetic or functional modification applied at the User's request; (c) multi-screen systems or other integrated installations designed according to the customer's plan or specification.
• The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery (e.g. in-ear headphones, gloves, socks, virtual reality headsets or visors with facial contact, pads in direct contact with the skin).
• The supply of goods which, after delivery, have become inseparably mixed with other items (art. 103.f TRLGDCU).
• Contracts concluded at a public auction.
• The supply of sealed audio or video recordings or computer software which have been unsealed after delivery.
• The supply of digital content not supplied on a tangible medium where performance has begun with the User's express consent and acknowledgement that they thereby lose the right of withdrawal.

3. Effects of withdrawal and refund

3.1 Refund

SIMUFY will refund the amount within a maximum of fourteen (14) calendar days from notification of the withdrawal, using the same means of payment as that used, unless the User has expressly agreed otherwise.

In accordance with art. 107.3 TRLGDCU, SIMUFY may withhold the refund until whichever of the following occurs first: (a) the actual and verified receipt of the goods at SIMUFY's premises, or (b) the User's provision of reliable proof of having sent back the goods.

For payments made or received in currencies other than the euro, the provisions of the "Currency and exchange rate" section of these Terms of Service shall apply.

3.2 Reliable proof of shipment

Reliable proof of shipment shall consist of evidence of all of the following:

• A tracking number linked to a shipment addressed to SIMUFY (Ctra. BV-2131 Km. 7,2, 08787 Orpí, Barcelona), with an active and verifiable in-transit status.
• A declared weight consistent with the weight of the product originally delivered (tolerance ±10%).
• Photographs or video of the contents and packaging taken before the parcel was sealed, showing the product and its serial number.

If delivery has not occurred after the carrier's reasonable transit time plus 10 calendar days, or if the tracking shows the parcel as lost or stalled, the User must resend the shipment or provide evidence of the whereabouts of the previous one.

3.3 Inspection of the contents received

SIMUFY reserves the right to document the opening and inspection of the parcel received by video and photograph. In the event of any discrepancy (different product, inconsistent weight, non-matching serial number), SIMUFY will refuse the refund with reasons and reserves the right to take any appropriate civil and criminal action, including filing a complaint for fraud under Article 248 of the Spanish Criminal Code.

3.4 Deduction for diminished value (art. 108.2 TRLGDCU)

The User is liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

No deduction (permitted inspection): unpacking, connecting and checking operation, checking components, verifying basic calibration.

Deduction applies: installation leaving screw marks, threads with paint removed or used fasteners, prolonged functional use, wear of consumables, firmware flashing, cosmetic and physical damage, damage to the original box, or missing cables, accessories or components of the original product.

Tier	Condition of the product	Deduction
Tier 1	Product handled beyond the permitted inspection, with no signs of functional use: assembled or installed (screw marks, threads with paint removed, used fasteners) or with damage to the original packaging that reduces its resale value.	25%
Tier 2	Signs of functional use: additional wear on rims, buttons, pedals or contact surfaces, as well as scratches and cosmetic defects.	50%
Tier 3	Damaged or incomplete product: used consumables, missing cables, accessories or components of the original product, or absence of the original box with a significant loss of value.	70%

A 100% deduction will only be applied where the product has been rendered unusable, as duly evidenced. In such case, this will be notified in writing, with detailed reasons and photographic documentation.

3.5 Premium delivery option

If the User expressly selected a delivery option more expensive than the standard one, SIMUFY is not required to refund the additional costs arising from that choice (art. 107.2 TRLGDCU).

3.6 Partial returns

Partial returns will give rise to a refund of the proportional part of the price paid for the products actually returned.

3.7 Cancellation of orders before dispatch

If an order is cancelled before dispatch, SIMUFY will issue a full refund to the original means of payment. Cancellation can be made via the cancellation form or by email to info@simufy.com.

For pre-order products, the User may cancel with a full refund at any time before the parcel leaves SIMUFY's warehouses.

4. No exchanges

SIMUFY does not exchange products. The quickest way to obtain the desired product is to: (a) return the item following the withdrawal procedure, and (b) once the return has been accepted, place a separate order for the new item.

5. Legal guarantee of conformity

5.1 Guarantee period

For new goods purchased on or after 1 January 2022, the legal guarantee of conformity period is three (3) years from delivery of the product (art. 120.1 TRLGDCU, as worded by Royal Decree-Law 7/2021).

For orders placed before 1 January 2022, the legal guarantee period is two (2) years.

For refurbished (second-hand) products, the agreed guarantee period is one (1) year, expressly accepted by the User by ticking a consent checkbox during the purchase process (art. 120.1, second paragraph, TRLGDCU).

The manufacturer's commercial guarantee, where broader, will apply for the User's benefit without prejudice to the legal guarantee, which remains a mandatory minimum. In the event of conflict, the condition most favourable to the User shall always prevail.

5.2 Presumption of lack of conformity

In accordance with art. 121 TRLGDCU, any lack of conformity that becomes apparent within the first two (2) years from delivery shall be presumed to have existed at the time of delivery, unless proven otherwise.

After two years, it shall be for the User to prove that the defect pre-existed, by means of an independent technical report, expert opinion or other equivalent documentation showing that the defect is original and not the result of ordinary use or wear.

5.3 Definition of lack of conformity

Lack of conformity means failure to meet the requirements set out in arts. 115 bis and 115 ter TRLGDCU, in particular failure to meet the specifications communicated at the time of purchase or unfitness for ordinary use.

Normal wear and tear from use is not considered a lack of conformity (e.g. wear of Alcantara rims or contact surfaces through prolonged use).

5.4 Cases not covered

No repair, replacement or refund under the guarantee will be provided for products that:

• Were obtained from a source other than SIMUFY without documentary evidence of the original purchase.
• Have been damaged through negligent or wilful conduct by the User (exposure to chemicals, fire, high temperatures, sharp objects).
• Have been damaged by use contrary to the manufacturer's instructions or in unsuitable environmental conditions.
• Show normal wear exceeding the estimated economic useful life of the product.

5.5 Claim procedure

To make a guarantee claim, the User must contact SIMUFY by email at info@simufy.com, stating:

• Order number and purchase invoice.
• Affected product and serial number, where applicable.
• Description of the problem, and when and under what conditions it arose.
• Photographic or video documentation enabling the issue to be assessed.

SIMUFY bears the costs of collecting and returning the product throughout the legal guarantee period. The product will be collected from the address indicated by the User and returned to the same address once repaired or replaced.

5.6 Repair, replacement and termination

Once the lack of conformity has been established, the User is entitled to free repair or replacement, at their choice, unless one option is impossible or disproportionate, within a reasonable time and without significant inconvenience to the User.

If repair or replacement is not possible or is not carried out within a reasonable time, the User may choose a price reduction or termination of the contract with a full refund (art. 118 TRLGDCU). Guarantee periods are suspended during repair (art. 120.3 TRLGDCU).

5.7 Guarantee for products transferred to third parties

A third party who acquires the product may exercise the remaining legal guarantee by providing the original SIMUFY purchase invoice and proving current ownership. For refurbished products, the 1-year guarantee may be exercised by the current owner by proving the chain of ownership.

5.8 Out-of-guarantee repairs

SIMUFY offers a repair service for products outside the legal guarantee period, on the following terms:

• The User should contact info@simufy.com to start the diagnosis. Estimated diagnosis time: 5–10 working days from receipt.
• Shipping costs to and from SIMUFY for out-of-guarantee repairs are borne by the User.
• A detailed quotation will be provided before any work is carried out, free of charge to the User.
• If the product proves to be beyond repair, SIMUFY will notify the User and return it without any additional handling charge, the User bearing only the cost of return shipping.

Fanatec authorised service: SIMUFY holds official status as an authorised repair centre for out-of-warranty Fanatec products throughout Europe. Owners of Fanatec products purchased from any European point of sale can request a repair via info@simufy.com.

5.9 Guarantee limitation — SIMAGIC haptic motors

Simagic-brand haptic motors have been designed and tested to work with Simagic pedals. The manufacturer's commercial guarantee covers only this specific use.

Use with pedals of other brands falls outside the manufacturer's commercial guarantee, without prejudice to the legal guarantee of conformity, which remains in force in all cases in respect of the specifications communicated on the product page.

6. Complaints and out-of-court resolution

The User may submit complaints via info@simufy.com or by post to SAPRO TRADING, S.L., Ctra. BV-2131 Km. 7,2, 08787 Orpí, Barcelona, Spain.

SIMUFY will acknowledge receipt within a maximum of 7 days and will resolve the complaint within a maximum of 30 days of receipt.

European Online Dispute Resolution platform (Regulation (EU) 524/2013): https://ec.europa.eu/consumers/odr

The User may contact the Catalan Consumer Agency or the relevant Consumer Arbitration Board. SIMUFY does not adhere to any consumer arbitration system.

7. Contact details

Email	info@simufy.com
Postal address	SAPRO TRADING, S.L., Ctra. BV-2131 Km. 7,2, 08787 Orpí, Barcelona, Spain
Telephone	+34 93 131 06 62
Opening hours	Monday to Friday, 9:00–18:00 (Spanish mainland time), except national and Barcelona local public holidays

Last updated: 1 May 2026. Version 3.0.