Refund policy

We want you to be happy with your setup. You have 30 days after your item arrives to request a return — the item just needs to be in the same condition you received it: unused and in its original packaging.

How to start a return

Email info@simpaticosims.com or call/text (904) 606-5888, and we'll take it from there. If your return is accepted, we'll send you a prepaid return label and instructions on where to send it. Items sent back without requesting a return first can't be accepted.

Outlet & pre-owned items

Our Outlet items are certified and covered by a 45-day functional guarantee. If one fails, you're eligible for a 100% money-back return — we may also choose to repair and re-ship it at our own expense first.

Restocking

Returns may be subject to a restocking fee of up to 15%, applied at our discretion based on the condition of what comes back.

Damaged or wrong items

Please inspect your order as soon as it arrives. If anything is defective, damaged, or not what you ordered, contact us right away and we'll make it right.

Exchanges

The fastest way to get what you want is to return the original item and, once it's accepted, place a new order for the replacement.

Refund timing

Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds go back to your original payment method within 10 business days; your bank or card issuer may need a few extra days to post it. If it's been more than 15 business days since approval and you still don't see it, email info@simpaticosims.com.