Return & Refund Policy

At TruSimPlay, we stand behind the quality of every product we offer and are committed to providing the best customer experience possible. If your order doesn’t meet your expectations, we’re here to make it right. Because we partner with several premium brands, each brand may have its own warranty, return, and refund policy. Please review the details below for information specific to each brand.

Please note: Our return and refund policies vary by brand. The specific return window, requirements, and any applicable restocking fees for each product are listed in the “Manufacturers Returns & Warranty Policy” tab on every product page. We encourage you to review this information before making your purchase.

General Return Policy:

We accept returns (no exchanges) on eligible items within 30 days of delivery, provided they are in like-new condition and include all original packaging. Returns are processed directly with the manufacturer and must include all accessories, manuals, and components. Items that are damaged, missing parts, or not returned in their original packaging may be subject to additional fees or denied. All returns require prior approval from both TruSimPlay and the product’s manufacturer.

Exchanges: TruSimPlay does not offer exchanges. If you wish to receive a different product, model, or variation, please return the original item (subject to the conditions above) for a refund and place a new order.

Return Shipping: Return shipping costs, and any risk of loss or damage during return transit, are the customer’s responsibility. We strongly recommend using a trackable and insured shipping method for your return. A 25% restocking fee applies to cover processing and handling costs. For product-specific return requirements, please contact our support team before purchase.

Brand-by-Brand Policies

Because we work with multiple premium suppliers, shipping times and the availability of expedited delivery services may vary by brand. Please check the “Manufacturer Shipping Policy” tab on the individual product page for brand-specific details, or contact us if you have questions before placing your order. Individual policies also listed below:

• BenQ
• Carl's Place
• Cube Controls
• D-BOX
• Elite Screens
• Hornung's
• SimBooth
• Pro Ski Simulators

Inspection Upon Delivery:

It is essential that you inspect your package immediately upon delivery. If there is any damage, please notate and photograph it, then contact us within 24 hours of delivery at support@trusimplay.com with the images and details. Any damage reported after this timeframe may result in the denial of claims.

How to Initiate a Return:

To initiate a return, please follow these steps:

1. Contact us at support@trusimplay.com with your order number and reason for the return.
2. We will provide a Return Merchandise Authorization (RMA) number. No returns will be processed without this RMA number. The product must be returned within 15 days of RMA issuance.
3. Package the product securely and return it using a trackable method. You are responsible for ensuring the product arrives safely.

Refunds:

Once your returned item has been received and inspected, we will process your refund. Refunds will be issued to the original payment method, minus the 25% restocking fee. The refund process may take 7-10 business days after the return is approved. If the item does not meet our return condition criteria, further deductions may be applied.

Damaged or Defective Products:

If your product arrives damaged or defective, please notify us within 24 hours of delivery. We will arrange for a repair, replacement, or return based on the specific issue. This replacement process does not constitute an exchange—it is a resolution for a defective or damaged item.

Order Cancellations:

To avoid incurring a 3% processing fee, cancellations must be made within 24 hours of placing an order. If you need to cancel, please contact us as soon as possible at support@trusimplay.com. Once your order has shipped, you’ll be responsible for both return shipping costs and the 3% processing fee. Cancellations requested after shipping will be handled as standard returns under our 30-day return policy, and any associated shipping and restocking fees will apply.

Chargeback Policy:

Our team is here to resolve any issues you may have. Please reach out to us first if you have any concerns. Filing a fraudulent chargeback will result in criminal liability for theft. We encourage all customers to give us the opportunity to resolve issues before contacting your payment provider. Together, we can find a positive solution.

Warranty Information:

Many products come with manufacturer warranties and are covered by their respective manufacturer’s warranty. Please refer to the product manual for specific warranty details. If you experience an issue with a product under warranty, contact us for assistance.

Contact Information: 

If you have any questions about this return policy or need further assistance, please contact us at:

📧 Email: support@trusimplay.com
📞 Phone: 1-855-522-8787
🕒 Hours: Monday–Friday, 9AM–6PM EST

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