Returns & Refunds Policy

📋 Quick Return Summary

• Return Window: Eligible standard products in new, unassembled, and unused condition can be returned within 30 days of delivery.
• Restocking Fees: A 20% restocking fee applies to all equipment and hardware returns.
• Return Shipping & Freight Costs: Return shipping charges are the sole responsibility of the customer. 
• Outbound Shipping Deductions: If your order qualified for a free-shipping promotion, ProSimHQ’s original outbound shipping/freight cost will be deducted from your final refund amount where allowed by law.
• Damaged, Defective, or Incorrect Items: If an item arrives damaged or incorrect and is confirmed by ProSimHQ, we will handle it immediately with a replacement or repair at zero return cost to you.

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At ProSimHQ, we specialize in premium simulation equipment, including products that are built-to-order, freight-shipped, or configured to customer specifications. Due to the nature of these products and associated logistics, return eligibility varies by product type, customization status, manufacturer restrictions, freight classification, and hygiene/safety requirements.

Please review the policy below carefully before placing your order.

1. Order Cancellations

Standard Products
Orders for standard, non-custom items may be canceled for a full refund any time before the order has been processed for shipment.

Built-to-Order & Custom-Configured Products
This includes simulator packages, enclosures, racing cockpits, flight simulation systems, and other made-to-order products. These orders may be canceled for a full refund within 24 hours of purchase.

Late Cancellations
After 24 hours, a cancellation fee of up to 15% may be deducted if production, processing, freight preparation, supplier allocation, or manufacturing has already begun.

2. Returns Eligibility & Return Window

Standard Products
Eligible standard products may be returned within 30 days of delivery. Customer remorse returns — including changed mind, ordering the wrong item, incompatibility, or no longer wanting the product — are accepted for eligible standard products within the 30-day return window, provided all return condition requirements are met.

Return Condition Requirements
To qualify for an approved return, items must be:
• In new and unused condition
• Unassembled and uninstalled
• Free from damage, wear, modification, or missing parts
• Returned with all original accessories, manuals, hardware, and components
• Returned in the original manufacturer packaging in resalable condition

Products that do not meet these requirements may be denied or subject to additional deductions.

3. Non-Returnable Items

The following items are non-returnable and non-refundable once production, shipment preparation, assembly, installation, or use has begun:
• Built-to-order or custom-configured simulator systems
• Golf simulator packages, enclosures, and custom installations once assembled, installed, or partially installed
• Racing and flight simulation cockpits once assembled, installed, or used
• Motion platforms and specialty freight systems once shipped or installed
• Any product showing signs of use, installation, wear, modification, or damage
• Clearance, special-order, or final-sale items
• VR Headsets, Smart Glasses, and wearable tech once opened or used due to health and hygiene-safety requirements.

4. Exchanges

We do not process direct product exchanges. If you would like a different product, size, configuration, or model, the original item must first be approved for return under this policy. Once the returned item is received and inspected, a refund will be issued to the original payment method, and a new order may then be placed separately.

5. Restocking Fees & Return Shipping

Restocking Fees
Approved returns for hardware and equipment are subject to a 20% restocking fee to cover manufacturer inspection, technical testing, repackaging, freight handling, and processing costs. Additional deductions will apply if returned items are not received in original condition.

Return Shipping
Customers are responsible for arranging and paying for return shipping costs for all standard customer-remorse returns unless otherwise approved by ProSimHQ. Return shipping labels are not included with original shipments.

For approved returns, customers may:
• Use their own preferred shipping carrier, or
• Request a prepaid return label from ProSimHQ, in which case the actual label cost will be deducted from the refund amount

Freight Returns
For oversized or freight-shipped products:
• Products must be properly repackaged or crated
• Freight pickup must be coordinated with an approved carrier
• Customers are responsible for safe repackaging and freight preparation unless otherwise arranged

Original Shipping Costs
Original shipping costs paid by ProSimHQ, including promotional or advertised “free shipping,” are non-refundable for standard customer-remorse returns and will be deducted from the refund amount where allowed by law.

For verified defective products, transit damage claims, or incorrect items shipped by ProSimHQ, customers will not be charged return shipping costs or original shipping expenses associated with resolving the issue.

6. Damaged or Defective Products

We assume full responsibility for verified transit damage, manufacturer defects, or incorrect items shipped by ProSimHQ.

Inspection Upon Delivery
Customers should inspect all deliveries immediately upon arrival. For freight shipments, please inspect the packaging before signing for delivery whenever possible. If visible damage is present, note it with the carrier at the time of delivery.

Reporting Issues
To help our logistics team file claims with freight networks, visible transit damage or package shortages should be reported within 48 hours of delivery. Standard manufacturer defects discovered within your return window will be fully honored according to safety guidelines.

Please email info@prosimhq.com with:
• Your order number
• A detailed description of the issue
• Photos of the product, packaging, and shipping label

Defective or Damaged Item Resolution Process
Once your claim is received, ProSimHQ will verify the documentation and coordinate replacement parts, technical support, repair service, product replacement, or return authorization at no cost to the customer.

7. Refund Processing

Inspection & Approval
All returned items are inspected upon arrival before refunds are approved.

Refund Timeline
Approved refunds are processed within 10 business days after the returned item has been received and inspected.

Refund Method
Refunds are issued to the original payment method used during checkout.

8. Warranty Support

ProSimHQ acts as your primary support contact for warranty assistance and post-purchase support. Many products sold by ProSimHQ include a manufacturer warranty. Warranty claims are ultimately subject to the manufacturer’s warranty policies and approval.

9. Contact Information

Trade Name: ProSimHQ
Company Name: Wellari LLC
Address: 6701 W 23rd St, Suite B2, St Louis Park, MN 55426, United States
Phone: 612-217-1393
Email: info@prosimhq.com
Business Hours: 09:00 AM – 05:00 PM (Monday–Friday) CST