Refund policy
At SIMFORGE, we want you to be satisfied with your purchase. If you experience an issue with your order or are not satisfied with a product after receiving it, please contact us and our customer service team will be happy to assist you.
This Return & Refund Policy explains our return eligibility, return process, refunds, replacements, damaged or incorrect items, and other important information.
## 1. 15-Day Return Policy
SIMFORGE offers a 15-day return & refund policy for eligible products.
You may request a return within 15 calendar days from the date your order is delivered, based on the delivery information provided by the shipping carrier.
To be eligible for a return, the product must:
* Be unused and in its original condition
* Show no signs of use, damage, modification, contamination, or improper handling
* Be returned in its original packaging
* Include all original accessories, components, manuals, labels, and other items included with the product
* Be accompanied by valid proof of purchase or an order number
Products that do not meet these conditions may not be eligible for a return or full refund.
## 2. How to Request a Return
Before returning any product, please contact our customer service team to request return authorization.
Please provide:
* Your order number
* The product name
* The reason for the return
* Clear photos or videos of the product, where applicable
* Photos of the packaging and shipping label if the product was damaged, incorrect, or incomplete upon arrival
Our team will review your request and provide return instructions if your return is approved.
Please do not send products back without contacting us first. Unauthorized returns may result in delays in processing your refund or may not be accepted.
Return requests must be submitted within the 15-day return period.
## 3. Returns for Non-Quality Reasons
If you wish to return an eligible product for reasons unrelated to product quality, such as ordering the wrong item, no longer needing the product, or changing your mind, the customer is responsible for the return shipping costs.
The returned product must meet all return eligibility requirements described in this policy.
If the return is not due to a product quality issue, shipping damage, or an error attributable to SIMFORGE, the customer will be responsible for the original shipping costs incurred in delivering the order, as well as any applicable duties, taxes, or related charges paid by SIMFORGE on the customer's behalf. These costs will be deducted from the refund amount.
This applies even if the order originally qualified for or was advertised with **free shipping**, as free shipping means that the shipping cost was initially covered by SIMFORGE rather than that no shipping cost was incurred.
The customer is also responsible for the cost of returning the product to the designated return address.
We recommend using a trackable shipping method when returning your order. SIMFORGE is not responsible for return packages that are lost or damaged during return transportation when the return shipping is arranged by the customer.
## 4. Quality Issues
If you believe your product has a manufacturing defect or other quality issue, please contact us within 15 days of delivery and provide your order number along with clear photos or videos showing the issue.
Our team will review the information provided and may request additional photos, videos, troubleshooting information, or other details necessary to verify the problem.
If the issue is confirmed to be a product quality issue for which SIMFORGE is responsible, we will provide an appropriate solution, which may include:
- Replacement: We will send a replacement product or replacement component, depending on the nature of the issue.
When a physical return is required for a verified quality issue, SIMFORGE will cover the reasonable return shipping costs or provide return shipping instructions.
In some cases, a return may not be required before a replacement or other resolution is provided. Our customer service team will advise you based on the specific situation.
## 5. Damaged Items
If your product arrives damaged, please contact us as soon as possible after delivery.
To help us evaluate shipping damage, please provide:
* Your order number
* Clear photos or videos showing the damaged product
* Photos of the outer shipping package
* Photos of the inner packaging
* A clear photo of the shipping label
Please keep the damaged product and all original packaging until our team has completed the review, as the carrier may require additional documentation or inspection.
Once the issue is verified, we will arrange an appropriate replacement, replacement part, refund, or other solution depending on the circumstances.
## 6. Incorrect or Missing Items
If you receive an incorrect product or believe an item or accessory is missing from your order, please contact us with your order number and photos of everything you received.
Please note that some SIMFORGE orders may be shipped in multiple packages, particularly orders containing sensitive shipping items such as powders, liquids, needles, batteries, or other restricted items.
Therefore, packages belonging to the same order may arrive at different times.
We recommend checking all tracking numbers associated with your order before reporting a missing item.
If we confirm that an incorrect product was shipped or an item was missing due to an error on our part, we will arrange a replacement, reshipment, or other appropriate solution at no additional cost to you.
## 7. Non-Returnable Items
Unless there is a verified product quality issue, the following products are generally not eligible for return or exchange:
* Products that have been used, altered, modified, damaged, or contaminated after delivery
* Products returned without their original packaging, accessories, components, or manuals
* Products that are not in resalable condition
* Customized or personalized products
* Made-to-order products produced according to customer-specific requirements
* Bulk orders subject to separately agreed terms
* Consumable items that have been opened or used
* Products damaged due to misuse, improper storage, improper installation, unauthorized modification, or failure to follow product instructions
If you are unsure whether your product is eligible for return, please contact us before sending it back.
## 8. Bulk & Customized Orders
Bulk orders, customized products, personalized products, and products manufactured according to customer-specific requirements are generally not eligible for return or exchange.
This is because these products may be manufactured, configured, packaged, or purchased specifically for an individual customer's requirements.
However, if a bulk or customized order has a verified manufacturing defect, quality issue, or does not conform to the specifications confirmed between SIMFORGE and the customer, please contact us.
We will review the issue and provide an appropriate solution based on the circumstances and the terms agreed upon for the order.
## 9. Exchanges
If you would like to exchange an eligible unused product for another product, please contact our customer service team within 15 days of delivery.
For exchanges that are not related to a product quality issue or an error made by SIMFORGE, the customer may be responsible for return shipping costs and the shipping costs associated with sending the replacement product.
Any price difference between the original and replacement products may also need to be paid or refunded as applicable.
Exchange availability is subject to product stock.
## 10. Return Inspection
Once your returned product arrives at our designated return address, our team will inspect it to confirm its condition and return eligibility.
We will check, where applicable:
* The condition of the product
* Whether the product has been used or damaged
* Whether all accessories and components are included
* Whether the original packaging is included
* Whether the returned product matches the approved return request
We aim to complete the inspection and process an approved refund or replacement within approximately 5 business days after receiving the returned item.
If there is an issue with the condition of the returned product, we will contact you before completing the return process.
## 11. Refunds
Once your return has been received, inspected, and approved, we will process the applicable refund.
Approved refunds are generally issued to the original payment method used for the purchase.
SIMFORGE normally processes approved refunds within approximately 5 business days after the returned item passes inspection.
After we issue the refund, additional processing time may be required by your bank, credit card issuer, payment provider, or financial institution before the funds appear in your account.
Please note that this additional processing time is outside SIMFORGE's control.
For non-quality-related returns, original shipping charges and return shipping costs are generally non-refundable.
## 12. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing your order.
If your order has not yet been shipped, we will make reasonable efforts to cancel it and issue the applicable refund.
If your order has already been shipped or handed over to the carrier, it generally cannot be canceled. You may request a return after receiving the product, subject to the eligibility requirements and return procedures described in this policy.
For customized, made-to-order, or bulk orders, cancellation may not be possible once production, customization, procurement, or other order-specific work has begun.
## 13. Return Shipping Address
Please contact SIMFORGE before returning any product to confirm the return instructions and return address.
Unless otherwise instructed by our customer service team, our return contact information is:
Company: Simforge Technology Co.,Limited
Address: Flat/RM N, Unit 607 6/F Metro Loft, 38 Kwai Hei St.,Kwai Chung,New Territories, Hong Kong
Business Hours: Monday–Friday, 9:00 AM–6:00 PM (HKT, UTC+8)
Email: sales@simforge-tech.com
Tel:+852 2710 0075
Please do not return a package without prior authorization, as the appropriate return address or shipping instructions may vary depending on the product and the reason for return.
## 14. Contact Us
If you have any questions regarding a return, refund, replacement, exchange, or damaged product, please contact us:
Email: sales@simforge-tech.com (we will reply in 1 business day)
Tel: +852 2710 0075
Business Hours: Monday–Friday, 9:00 AM–6:00 PM ( HKT, UTC+8)
Closed on Saturdays, Sundays, and Hong Kong public holidays.
When contacting us about an existing order, please include your order number so that we can assist you more efficiently.
Thank you for choosing SIMFORGE.