Refund policy

1. Scope and legal framework

This Policy governs the right of withdrawal, returns and the legal guarantee of conformity of 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, the "TRLGDCU"), as amended by Royal Decree-Law 7/2021.

2. Right of withdrawal

2.1 Period and manner of exercise

The consumer User has a period of fourteen (14) calendar days, counted from receipt of the product, to withdraw from the contract without justification and without incurring any cost 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 is counted 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 standard withdrawal form set out as Annex 1 to the Terms and Conditions, or request it directly from info@simufy.com.
• Complete the electronic withdrawal form available on the Website: Return / withdrawal form. SIMUFY will confirm receipt by email.

2.2 Return of the product

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

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

Given the value of the products, we strongly recommend arranging the return shipment through a carrier with active tracking and all-risk 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 order according to the requested configuration; (b) vinyl-wrapped 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 to the customer's plan or specification.
• The supply of sealed goods that are not suitable for return for reasons of health or hygiene and were unsealed after delivery (e.g.: in-ear headphones, gloves, socks, VR headsets or visors with facial contact, pads in direct contact with the skin).
• The supply of goods which, after delivery, have been inseparably mixed with other goods (art. 103.f TRLGDCU).
• Contracts concluded by public auction.
• The supply of sealed sound or video recordings or computer software that were unsealed after delivery.
• The supply of digital content not provided on a tangible medium where performance has begun with the User's express consent and acknowledgement of the loss of the right of withdrawal.

3. Consequences 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 employed, unless the User expressly states otherwise.

In accordance with art. 107.3 TRLGDCU, SIMUFY may withhold the refund until the earlier of: (a) the effective and verified receipt of the goods at SIMUFY's premises, or (b) the User's submission of conclusive proof of the return shipment.

3.2 Conclusive proof of shipment

Conclusive proof of shipment is deemed to be the joint evidence of:

• A tracking number linked to a shipment addressed to SIMUFY's address (Ctra. BV-2131 Km. 7,2, 08787 Orpí, Barcelona), with an active and verifiable transit status.
• A declared weight compatible with the weight of the product originally delivered (tolerance ±10%).
• Photographs or video of the contents and packaging prior to sealing the package, showing the product and its serial number.

If, after the carrier's reasonable delivery period plus 10 calendar days, delivery does not occur, or tracking indicates loss or stoppage, the User must re-send the shipment or evidence the whereabouts of the previous one.

3.3 Verification of the contents received

SIMUFY reserves the right to document by video and photograph the opening and verification of the package received. In the event of a discrepancy (different product, incompatible weight, non-matching serial number), SIMUFY will deny the refund with reasons and reserves any applicable civil and criminal actions, including a complaint for fraud under art. 248 of the Criminal Code.

3.4 Deduction for depreciation (art. 108.2 TRLGDCU)

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

No deduction (permissible verification): unboxing, connecting and verifying functioning, checking components, verifying basic calibration.

With deduction: installation with fastener marks, unpainted threads or used screws, prolonged functional use, wear of consumables, firmware flashing, cosmetic and physical damage, damage to the original box, or missing cabling, accessories or components of the original product.

Tier	Condition of the product	Deduction
Tier 1	Product handled beyond permissible verification, with no signs of functional use: assembled or installed (fastener marks, unpainted threads, used screws) 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 cabling, 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 is rendered unusable, duly evidenced. In such a case, it will be communicated in writing, with detailed reasons and photographic documentation.

3.5 Premium delivery method

If the User expressly selected a delivery method more expensive than the ordinary one, SIMUFY is not obliged 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 its dispatch, SIMUFY will issue a full refund to the original means of payment. Cancellation can be made through 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 package leaves SIMUFY's warehouses.

4. No exchanges

SIMUFY does not carry out product exchanges. The fastest way to obtain the desired product is to: (a) return the item under the withdrawal procedure, and (b) once the return is accepted, make a separate purchase of the new item.

5. Legal guarantee of conformity

5.1 Guarantee period

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

For orders prior to 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 the conformity box during the purchase process (art. 120.1, second paragraph, TRLGDCU).

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

5.2 Presumption of lack of conformity

In accordance with art. 121 TRLGDCU, lack of conformity manifesting within the first two (2) years from delivery is presumed to have existed at the time of delivery, unless proven otherwise.

After two years, it is for the User to prove the pre-existence of the defect by means of an independent technical report, expert opinion or other equivalent documentation showing that the defect is inherent and not derived from ordinary use or wear.

5.3 Definition of lack of conformity

Lack of conformity means the failure to meet the requirements set out in arts. 115 bis and 115 ter TRLGDCU, in particular the failure to comply with the specifications communicated at the time of purchase or the unsuitability 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 from prolonged use).

5.4 Situations not covered

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

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

5.5 Procedure for exercise

To exercise the guarantee, 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 the time and conditions of its appearance.
• Photographic or video documentation allowing the incident to be assessed.

SIMUFY bears the costs of collection and return of the product throughout the entire legal guarantee period. The product will be collected at 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 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 inconvenience to the User.

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

5.7 Guarantee of products transferred to third parties

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

5.8 Out-of-guarantee repairs

SIMUFY offers a repair service for products outside the legal guarantee period, under the following conditions:

• The User will contact info@simufy.com to start the diagnosis. Indicative 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 quote will be provided prior to any intervention, at no cost to the User.
• If the product proves irreparable, SIMUFY will notify this and return it to the User at no additional handling cost, with the User bearing only the cost of the return shipment.

Fanatec authorised service: SIMUFY holds official authorised repair centre status for out-of-guarantee Fanatec products throughout Europe. Owners of Fanatec products purchased at any European point of sale can request repair through 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 warranty covers only this specific use.

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

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 within a maximum of 30 days from receipt.

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

The User may turn to the Catalan Consumer Agency or the relevant Consumer Arbitration Board. SIMUFY is not adhered 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
Phone	+34 93 131 06 62
Opening hours	Monday to Friday, 9:00–18:00 (mainland Spain time), except national and local public holidays in Barcelona

Last updated: 1 May 2026. Version 3.0.