Refund policy

1. Scope and legal framework

This Policy governs the right of withdrawal, returns and the legal conformity guarantee for products purchased through the website https://simufy.com (hereinafter, the "Website") owned by SAPRO TRADING, S.L. (hereinafter, "SIMUFY"), in accordance with Spanish Royal Legislative Decree 1/2007 on the General Law for the Defence of Consumers and Users (TRLGDCU), as amended by Royal Decree-Law 7/2021.

2. Right of withdrawal

2.1 Period and method of exercise

Consumer Users have 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 cost other than those provided for in TRLGDCU arts. 107.2 and 108.

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

To exercise the right of withdrawal, the User may:

Send an unambiguous written statement to info@simufy.com or by post to SIMUFY, Ctra. BV-2131 Km. 7,2, 08787 Orpí, Barcelona, Spain.
Use the standard withdrawal form in Annex 1 of the Terms and Conditions, or request it directly from info@simufy.com.
Complete the electronic withdrawal form on the Website: Returns / withdrawal form. SIMUFY will acknowledge receipt by email.

2.2 Return of the product

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

Return shipping costs are borne by the User, in accordance with TRLGDCU art. 108.1, as the User has been informed by this Policy.

Given the value of the products, we strongly recommend using a carrier with active tracking and full-value insurance for the return shipment.

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

The following are excluded from the right of withdrawal under TRLGDCU art. 103:

Goods made to the User's specifications or clearly personalised. This includes without limitation: (a) complete simulators assembled, wired and integrated to order according to the customer's specific configuration; (b) vinyl-wrapped, custom-finished or otherwise aesthetically or functionally modified products at the User's request; (c) multi-screen systems or other integrated installations designed to the customer's plan or specification.
Sealed goods that are not suitable for return on health or hygiene grounds, where they have been unsealed after delivery (e.g. in-ear headphones, gloves, socks, VR headsets or helmets with facial contact, head or neck pads in direct skin contact).
Goods that, after delivery, have been inseparably mixed with other goods (TRLGDCU art. 103.f).
Contracts concluded at public auction.
Sealed audio, video or software recordings unsealed after delivery.
Digital content not supplied on a tangible medium, where execution has begun with the User's express consent and awareness of loss of withdrawal right.

3. Consequences of withdrawal and refunds

3.1 Refund

SIMUFY will refund the amount within a maximum of fourteen (14) calendar days from receipt of the withdrawal notice, using the same payment method, unless the User explicitly agrees otherwise.

Under TRLGDCU art. 107.3, SIMUFY may withhold the refund until whichever comes first: (a) actual verified receipt of the goods at SIMUFY's premises, or (b) the User providing valid proof of return shipment.

3.2 Valid proof of return shipment

Valid proof of return shipment requires all of the following:

A tracking number from an identified carrier linked to a shipment addressed to SIMUFY (Ctra. BV-2131 Km. 7,2, 08787 Orpí, Barcelona), with active and verifiable transit status.
Declared weight compatible with the weight of the product originally delivered (±10% tolerance).
Photos or video of the contents and packaging before sealing the parcel, showing the product and, where applicable, its serial number.

If no delivery occurs within the carrier's expected timeframe plus 10 calendar days, or if tracking shows loss or stoppage, the User must re-ship or account for the whereabouts of the previous shipment.

3.3 Verification of received contents

SIMUFY reserves the right to record by video and photograph the opening and verification of received packages. If there is a discrepancy between what the User declared and what was actually received (different product, incompatible weight, mismatched serial number), SIMUFY will refuse the refund with reasons and reserves all applicable civil and criminal remedies.

3.4 Deduction for depreciation (TRLGDCU art. 108.2)

The User is responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

No deduction (admissible inspection): unboxing, connecting and testing functionality, checking all declared components, verifying basic calibration.

Deduction applies: installation with screw marks, extended functional use, wear of consumable parts, firmware flashing, physical damage or missing accessories.

Band	Product condition	Deduction
Band 1	Original packaging intact, no signs of opening or handling beyond visual inspection.	0%
Band 2	Box opened, visual inspection carried out, no signs of assembly.	10%
Band 3	Product assembled or installed with no signs of functional use: screw marks or connected cabling.	25%
Band 4	Signs of functional use: additional wear on rings, buttons, pedals or contact surfaces.	50%
Band 5	Product damaged, consumables used, accessories missing or original box absent with significant value loss.	70%

A 100% deduction will never be applied, except for a duly evidenced unusable product. Any deduction will be communicated in writing with detailed reasoning and comparative photographic evidence.

3.5 Premium delivery option

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

3.6 Partial returns

Partial returns will result in a refund proportional to the price paid for the products actually returned.

3.7 Order cancellation before dispatch

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

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

4. No exchanges

SIMUFY does not carry out product exchanges. The quickest way to get the desired product is: (a) return the received item following the withdrawal procedure, and (b) once the return is accepted, place a new order for the desired item.

5. Legal conformity guarantee

5.1 Guarantee period

For new goods purchased from 1 January 2022, the legal conformity guarantee period is three (3) years from delivery (TRLGDCU art. 120.1, as amended by RDL 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 from delivery, expressly accepted by the User via a specific consent checkbox at checkout (TRLGDCU art. 120.1 para. 2).

Any broader commercial guarantee offered by the manufacturer applies in addition and in the User's favour, without prejudice to the legal guarantee, which remains a non-waivable minimum. In the event of conflict, the condition most favourable to the User shall prevail.

5.2 Presumption of non-conformity

Under TRLGDCU art. 121, non-conformities appearing within the first two (2) years from delivery are presumed, unless proved otherwise, to have existed at the time of delivery.

After two years, it is for the User to prove the pre-existence of the defect in order to make a claim in the third year of the guarantee. This may be done by means of an independent technical report, expert opinion or equivalent documentation showing that the defect is original and not caused by ordinary use or wear.

5.3 Definition of non-conformity

Non-conformity means failure to meet the subjective and objective conformity requirements of TRLGDCU arts. 115 bis and 115 ter, in particular failure to comply with the product specifications communicated at the time of purchase, or unsuitability for ordinary use.

Normal wear from use does not constitute non-conformity (e.g. wear of Alcantara rings or contact surfaces from prolonged use).

5.4 Cases not covered by the guarantee

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

Were not obtained from SIMUFY without documentary proof of the original purchase.
Have suffered damage due to the User's negligent or intentional conduct (exposure to chemicals, fire, extreme heat, sharp objects).
Have been damaged by use contrary to the manufacturer's instructions or in unsuitable environmental conditions.
Show normal wear beyond the product's estimated economic useful life.

5.5 How to exercise the guarantee

To exercise the guarantee, the User must contact SIMUFY by email at info@simufy.com, providing:

Order number and purchase invoice.
Affected product and serial number, where applicable.
Description of the problem, when and under what conditions it appeared.
Photographic or video documentation to enable assessment of the incident.

SIMUFY covers collection and return shipping costs throughout the legal guarantee period. The product will be collected from the User's address and returned to the same address once repaired or replaced.

5.6 Repair, replacement and resolution

Where non-conformity is confirmed, the User is entitled to free repair or replacement, at their choice, unless one option is impossible or disproportionate, and within a reasonable time without significant inconvenience.

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

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 proof of current ownership. For refurbished products, the current owner may exercise the 1-year guarantee by documenting the chain of title.

5.8 Out-of-warranty repairs

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

The User contacts info@simufy.com to initiate the diagnosis. Indicative diagnosis time: 5–10 working days from receipt.
Shipping costs to and from SIMUFY for out-of-warranty repairs are borne by the User.
A detailed quote will be provided before any work is carried out, at no cost to the User.
If the product proves irreparable, SIMUFY will notify the User and return it at no management cost, with the User bearing only the return shipping cost.

Authorised Fanatec service centre: SIMUFY holds official authorised out-of-warranty repair status for Fanatec products across Europe. Owners of Fanatec products purchased from any European retailer may request out-of-warranty repairs via info@simufy.com.

5.9 Guarantee limitation — SIMAGIC haptic motors

SIMAGIC haptic motors have been designed and tested by the manufacturer for use with SIMAGIC pedals. The manufacturer's commercial guarantee covers this specific use only.

Use with pedals from other brands is outside the manufacturer's commercial guarantee, without prejudice to the legal conformity guarantee, which applies in all cases with respect to the specifications communicated at the time of purchase.

6. Complaints and out-of-court resolution

Users 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 7 days and resolve complaints within 30 days of receipt.

European online dispute resolution platform (EU Regulation 524/2013): https://ec.europa.eu/consumers/odr

Users may also contact the Catalan Consumer Agency or the relevant Consumer Arbitration Board. SIMUFY is not a member of any consumer arbitration scheme.

7. Contact details

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

Last updated: 1 May 2026. Version 3.0.