Refund Policy

Last Updated Date: October 20th,2025
This Refund Policy applies to all orders placed through Retox Sim Racing (hereinafter referred to as the "Website") operated by Shenzhen Jiaruituo Trading Co., Ltd (hereinafter referred to as "we", "us"). We are committed to providing transparent and fair refund services to our customers. By placing an order on the Website, you agree to comply with the terms of this Refund Policy.

1. Eligibility for Refund

You may apply for a refund only if your request meets one of the following conditions, and you submit the application within 30 calendar days from the date you receive the product (or the date the product is confirmed as "lost" by the logistics provider):
  • Defective or Damaged Products: The product received has quality defects (e.g., functional failure, missing parts, severe scratches) that are not caused by transportation or improper use. You must provide clear photos/videos of the defect, product label, and shipping package within 7 days of receipt.
  • Incorrect Products: The product received does not match the description on the Website (e.g., wrong model, color, size, or style). You need to provide evidence such as the product photo, order number, and a comparison of the received item with the Website description.
  • Missing Items: Part of the order is not received (excluding items marked as "pre-order" or "separate shipment" in the order). You must confirm with our customer service that the missing item is not in transit before applying.
  • Lost Shipments: The logistics provider confirms that the package is permanently lost (usually after 60 days from the shipping date for international orders, or 15 days for domestic orders in China). We will verify the shipment status with the courier (e.g., DHL, FedEx, China Post) before processing the refund.
Non-Eligible Scenarios (refund requests will be rejected if they fall into the following categories):
  • Products damaged due to improper use, installation, or accidental drop by the customer.
  • Customized products (e.g., personalized prints, made-to-order sizes) unless there is a quality defect caused by our production error.
  • Products returned without our prior approval (unsolicited returns will not be processed and may not be returned to you).
  • Refund requests submitted after the 30-day window from receipt of the product.
  • Minor cosmetic issues (e.g., slight color difference, tiny scratches) that do not affect the product's functionality (color difference caused by display resolution is not considered a defect).

2. Refund Application Process

To ensure efficient processing, please follow these steps to apply for a refund:
  1. Contact Customer Service: Send an email to info@retoxsimracing with the subject line "Refund Request - [Your Order Number]". Include the following information in the email:
    • Your order number (found in the order confirmation email or "My Orders" on the Website).
    • Reason for the refund (select from "defective product", "incorrect product", "missing item", or "lost shipment").
    • Supporting evidence: Clear photos/videos of the product, defect, shipping label, or logistics tracking record.
    • Your preferred refund method (e.g., original payment channel, store credit).
  1. Review and Confirmation: We will respond to your request within 2 business days (Beijing Time, Monday-Friday, excluding public holidays). If your application is approved, we will send a "Refund Approval Notice" with:
    • Whether return of the product is required (most defective/incorrect products need to be returned; lost shipments do not require return).
    • The designated return address (usually in China; we will cover the return shipping cost for eligible cases—please keep the shipping receipt for reimbursement).
  1. Product Return (If Required): You must ship the product back within 10 calendar days of receiving the "Refund Approval Notice". Please note:
    • Use a traceable logistics service (e.g., China Post Registered Air Mail, DHL) and provide the tracking number to our customer service.
    • Pack the product properly to avoid secondary damage; include a copy of the order confirmation in the package.
  1. Refund Processing:
    • If no return is required (e.g., lost shipment): We will initiate the refund within 3 business days after confirming the shipment status.
    • If return is required: We will process the refund within 5 business days after receiving and inspecting the returned product (to confirm it matches the refund reason).

3. Refund Methods and Timelines

3.1 Refund Methods

We will process the refund through the original payment channel by default, unless you explicitly request store credit (which can be used for future purchases on the Website with no expiration date):
  • Credit/Debit Cards: Refunds will be credited back to the card used for payment.
  • PayPal/Alipay: Refunds will be sent to your PayPal/Alipay account.
  • Bank Transfers: Refunds will be transferred to the bank account you provided (please ensure the account information is accurate to avoid delays).

3.2 Refund Timelines

The time for the refund to reach your account depends on the payment provider and regional banking policies. Generally:
  • PayPal/Alipay: 3-5 business days.
  • Credit/Debit Cards: 7-15 business days (varies by card issuer and country/region).
  • Bank Transfers: 5-10 business days (international transfers may take longer due to cross-border banking processes).
Note: We are not responsible for delays caused by the payment provider or banking system. If you do not receive the refund within the above timeline, please provide your refund reference number to our customer service for verification.

4. Special Cases

4.1 Pre-Order Products

If you cancel a pre-order before the product is shipped, you can get a full refund. If the pre-order has already been shipped, the standard refund terms 4.3 apply.

4.2 Partial Refunds

In some cases, we may offer a partial refund instead of a full refund (with your consent):
  • The product has minor defects that do not affect core functionality (e.g., a small scratch on a non-visible part).
  • You receive a missing accessory but do not want to return the entire product.

4.3 Shipping and Handling Fees

  • For eligible full refunds (e.g., defective products, lost shipments), we will refund the full order amount (including the original shipping fee you paid).
  • For partial refunds or refunds due to customer change of mind (if applicable), the original shipping fee is non-refundable.

5. Contact Us

If you have questions about this Refund Policy or need assistance with a refund application, please contact our customer service team:
  • Customer Service Email: info@retoxsimracing.com
  • Customer Service Phone/whatsapp: +86 19928748941 (Working Hours: Monday-Friday 9:00-18:00 Beijing Time)
  • Online Chat: Available on the Website (bottom right corner, same working hours as above)
We will make every effort to resolve your refund-related issues in a timely and fair manner.
Note: This Refund Policy is subject to change. Updates will be posted on the Website with a revised "Last Updated Date". Your continued use of the Website after updates take effect constitutes acceptance of the revised policy.