Warranty & Returns

Warranty & Returns

Simulanis products combine specialist hardware, software and third-party components. Our aim is to make the warranty and returns process straightforward if something goes wrong.

Warranty coverage

The warranty period and coverage may vary depending on the product and individual components supplied.

Where third-party hardware is included, such as headsets, laptops or accessories, the manufacturer's warranty terms may also apply.

Your order documentation will confirm the applicable warranty coverage.

What the warranty generally covers

Warranty support may include faults arising from defective materials, manufacturing defects or hardware failures during normal intended use.

Warranty coverage does not normally include:

accidental damage
misuse or improper installation
unauthorised modifications
damage caused by unsuitable storage or environmental conditions
consumable or wear-and-tear items
damage during relocation by the customer
software or hardware modified outside the approved Simulanis configuration

Reporting a problem

Please contact support@simulanis.com and provide:

order number
product name
serial number where available
description of the issue
photographs or video where relevant

Our support team may first attempt remote troubleshooting before arranging repair or replacement.

Returns

For approved returns post-delivery, the customer is responsible for return freight, insurance, customs documentation, duties, taxes and brokerage charges.

International returns should be declared as “Returned Goods” and reference the original order and invoice. Duties or taxes originally paid should be reclaimed from the relevant customs authority where available.

Refunds

Approved refunds will be issued to the original payment method. We may withhold a refund until we receive the returned product or evidence that it has been dispatched.