Return & Refund Policy

At TruSimPlay, we stand behind the quality of every product we offer and are committed to delivering an exceptional customer experience. If your order doesn’t meet your expectations, we’re here to help. Because we offer products from a variety of leading simulation manufacturers, each brand may maintain its own warranty, return, and refund terms. TruSimPlay coordinates all returns in accordance with each manufacturer’s published policies.

General Return Policy

Most eligible products may be returned within 30 days of delivery, unless otherwise specified by the manufacturer. Items must be in like-new condition and include all original packaging, accessories, manuals, and components. TruSimPlay does not offer exchanges. To receive a different product, please return the original item (if eligible) and place a new order.

All returns require prior approval and an issued Return Merchandise Authorization (RMA). Items that are damaged, missing components, or returned without original packaging may incur additional fees or be denied.

Non-Returnable Items
Certain products, including custom-built, special-order, or made-to-order simulators, are not eligible for return or cancellation once production or shipping has begun. These restrictions are defined within the brand specific policies outlined below.

Return Shipping: Return shipping costs, and any risk of loss or damage during transit, are the customer’s responsibility. We strongly recommend using a trackable and insured shipping method. A 25% restocking fee applies to manufacturer-approved returns to cover processing and handling costs. For brand-specific return requirements, please contact us before purchasing.

Brand Specific Policies

Return windows, service options, and warranty terms vary by manufacturer. Some products are non-returnable due to their custom nature or manufacturer requirements, and TruSimPlay cannot modify or override these terms.

Customers are responsible for reviewing the applicable manufacturer warranty and service policies before purchasing.

Inspection Upon Delivery

Please inspect all shipments immediately upon delivery. If damage is visible, note and photograph it and contact us within 24 hours at support@trusimplay.com. Claims submitted after this period may be denied due to manufacturer documentation requirements.

How to Initiate a Return

  1. Contact us at support@trusimplay.com with your order number and reason for the return.
  2. TruSimPlay will issue a Return Merchandise Authorization (RMA) number. Returns cannot be processed without an RMA.
  3. The product must be shipped within 15 days of RMA issuance.
  4. Package the item securely using a trackable shipping method. Customers are responsible for ensuring the item arrives safely.

Refunds

Once the returned product is received and inspected, refunds will be issued to the original payment method, minus the 25% restocking fee. Refunds typically take 7–10 business days after approval. Additional deductions may apply if the returned item does not meet required condition standards.

Damaged or Defective Products

If your product arrives damaged or defective, please notify us within 24 hours of delivery. TruSimPlay, will work with the manufacturer to arrange repair, replacement, or an appropriate resolution based on the issue. This process is intended to correct defects and does not constitute an exchange for preference-based reasons.

Shipping Date Estimates

Shipping timelines shown on product pages are estimates and may change due to production schedules or logistics factors outside our control. While we strive to provide accurate timelines, unexpected delays can occur. By placing an order, you acknowledge that such delays do not constitute grounds for cancellation or chargebacks.

Order Cancellations

To avoid a 3% processing fee, cancellation requests must be submitted within 24 hours of placing your order. After 24 hours, or once an order has shipped, cancellations will be processed under our standard return policy, and all applicable shipping and restocking fees will apply. 

Chargeback Policy

We are committed to resolving any concerns directly. Please contact us before initiating a chargeback. Filing a fraudulent chargeback constitutes theft and may result in legal action. We appreciate the opportunity to resolve issues quickly and professionally.

Warranty Information

Many products include manufacturer warranties. Please refer to the product manual for warranty coverage details. If you experience an issue covered under warranty, contact us for assistance and we will help guide the next steps with the manufacturer.

Policy Updates

We may update this Return & Refund Policy at any time without prior notice. Please check this page for the latest version.

Contact Information

For help with returns, refunds, or warranty questions, please contact us using the details below. 

TruSimPlay | Owned and Operated by Veluxe Collections LLC
Email: support@trusimplay.com
Phone: 1-855-522-8787
Hours: Monday–Friday, 9AM–6PM EST
Chat With Us: Available during business hours on our website

**The following address is used for official correspondence only and is not a retail storefront or open to the public**

Business Mailing Address: 5148 White Ibis Drive | North Port, FL 34287, USA

We’re here to ensure your simulator journey starts with confidence.