Refund policy

Last Updated: October 5, 2026

Return Window

Items can be returned within 30 days of the delivery date.

Return Conditions

To be eligible for a return, items must be unused and in their original condition, with all original packaging, parts, hardware and documentation included. Items that have been installed, modified or damaged after delivery cannot be returned unless they arrived defective.

Order Cancellations

Orders can be cancelled within 24 hours of being placed by emailing info@simuya.com with the order number. Cancelled orders are refunded in full to the original payment method. Once an order has shipped it can no longer be cancelled, but it can be returned under this policy after delivery.

Damaged, Defective or Incorrect Items

If an item arrives damaged or defective, or the wrong item was sent, email info@simuya.com within 7 days of delivery with the order number and photos of the item and packaging. Simuya sends a replacement or issues a full refund, and provides a prepaid return label where a return is needed. There is no cost to the customer in these cases.

Return Shipping Costs

  • Damaged, defective or incorrect items: Simuya covers return shipping with a prepaid label.
  • All other returns (change of mind, wrong size ordered, no longer needed): the customer covers the cost of return shipping.
  • There is no restocking fee. Because outbound shipping is free, nothing is deducted from the refund for original shipping.

How to Start a Return

  1. Email info@simuya.com with the order number and the reason for the return.
  2. Simuya replies within 1–2 business days with a return authorization and the return address.
  3. Pack the item securely in its original packaging with all parts and accessories.
  4. Ship the return within 7 days of receiving the authorization, using a trackable shipping method, and keep the tracking number.

Returns sent without a return authorization cannot be processed.

Refunds

  • Inspection: returns are inspected within 3 business days of arrival, and an email confirms whether the refund is approved.
  • Refund method: approved refunds are issued to the original payment method only.
  • Refund timeframe: approved refunds are issued within 7 business days. Banks and card providers may take an additional 5–10 business days to post the refund.
  • Partial refunds: items returned with missing parts, signs of use or damage not caused in transit may receive a partial refund that reflects their condition.

Exchanges

Exchanges for a different size of the same product are accepted within the 30 day return window. Email info@simuya.com to arrange an exchange. The replacement ships free once the original item has been received and inspected.

Late or Missing Refunds

If an approved refund has not appeared after 10 business days, first check with the bank or card provider. If it still has not posted, email info@simuya.com.

Lost Packages

Orders that are confirmed lost in transit receive a replacement or a full refund. See the Shipping Policy for details.

Changes to This Policy

Simuya may update this Return and Refund Policy from time to time. Changes appear on this page with a revised Last Updated date.

Contact Information

Store Address: 10308 4th Avenue South, Minneapolis, Minnesota 55420, United States
Store Email: info@simuya.com
Store Phone: +19522060352
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (Central Time)
We do our best to reply to your e-mail within 1–2 business days.