Refund policy

Return & Refund Policy

Effective as of May 14, 2026

This English version is provided for information purposes. The French version of the Return & Refund Policy, available at thefrenchsimracer.com, is the legally binding version. In case of discrepancy, the French version prevails.

This Return & Refund Policy supplements our Terms of Sale and sets out the practical procedures for exercising the right of withdrawal and processing returns.

1 – Right of withdrawal

In accordance with Articles L. 221-18 et seq. of the French Consumer Code, the consumer Customer has a period of fourteen (14) calendar days from receipt of the Product (or the last batch in a multi-batch order) to exercise the right of withdrawal, without giving any reason and without paying any penalty.

This right applies to distance contracts concluded with a consumer. It does not benefit professional Customers acquiring a Product as part of their business activity.

2 – How to exercise your right of withdrawal

To exercise the right of withdrawal, you must notify us of your decision by an unambiguous statement, by:

You may use the model withdrawal form set out in Annex I of our Terms of Sale, but you are not required to do so.

A simple notification is sufficient: no prior authorization is required to exercise this right. We will however send you practical shipping information (return address, tracking number, transport arrangements for bulky items) to help process your return smoothly.

3 – Products excluded from the right of withdrawal

In accordance with Article L. 221-28 of the French Consumer Code, the following are excluded from the right of withdrawal:

  • Custom-made or personalized goods made to the Customer’s specifications;
  • Gift cards;
  • Unsealed goods that cannot be returned for reasons of hygiene or health protection;
  • Digital content supplied intangibly whose performance has begun with your express prior consent and your waiver of the right of withdrawal.

Sale or promotional items remain eligible for the 14-day right of withdrawal, unless they fall within one of the categories above.

4 – Return of the Product

After notifying your decision, you have a period of fourteen (14) days to return the Product. The deadline is met if you send the Product back before the period expires.

Return shipping costs. Direct return costs are borne by you, unless the Product is defective, non-conforming or shipped in error (in which case we bear them).

Practical advice. We recommend tracked and insured shipping. You remain responsible for the Product until we receive it.

5 – Bulky items (seats, chassis, cockpits, sim rigs)

Bulky items may be returned under the right of withdrawal on the same terms. Due to their weight and size, please contact us to arrange suitable transport. Items must be not assembled, carefully repackaged (preferably in their original packaging) and shipped on a pallet where appropriate.

You may choose to:

  • Use your own carrier, at your expense; or
  • Ask us to arrange the return with our carrier, subject to a prior quote. In that case, the return costs, accepted by you in advance, will be deducted from the refund.

6 – Product inspection and depreciation reduction

In accordance with Article L. 221-23 of the French Consumer Code, you may handle the Product in the same way as you could in a physical shop, in order to assess its nature, characteristics and proper functioning. As long as your handling stays within this scope, the refund is full.

If the Product has been handled beyond what is necessary for this inspection, you are liable for any depreciation resulting from such handling. A proportional reduction will then be applied to the refund, generally between 5% and 35% of the Product’s price depending on the observed condition (by way of indication: visible signs of use, assembly carried out, sweat marks on wheels, scratches, damaged threads, missing accessories, missing or damaged original packaging).

This reduction is assessed on a case-by-case basis, based on the depreciation actually observed. We will inform you in writing of the amount and reasons for the reduction before validating the refund, with photos if necessary.

We never resell a returned Product as “new”.

7 – Refund terms and timing

The refund is made within fourteen (14) calendar days of receipt of your withdrawal decision. We may however delay the refund until receipt of the Product or until you provide proof of dispatch, whichever is earlier (Article L. 221-24 of the French Consumer Code).

Refund method. The refund is made on the original payment method used at the time of the order, unless the Customer expressly agrees to another method (for example, a store credit, the acceptance of which remains at the Customer’s sole discretion). The choice of store credit neither conditions nor excludes the application of the reduction provided for in Article 6.

Outbound shipping costs. Standard outbound shipping costs are refunded; surcharges for a more expensive delivery option chosen by the Customer (express, premium) are not refunded.

No refund-related fees are charged to you. Bank processing times may however vary; if you have not seen the refund 15 business days after we processed it, please contact us.

8 – Defective, non-conforming or damaged Products on delivery

Returns for defective, non-conforming or damaged-on-delivery Products fall under the legal guarantees (guarantee of conformity – Articles L. 217-1 et seq. of the French Consumer Code; guarantee against hidden defects – Articles 1641 et seq. of the French Civil Code) rather than under the right of withdrawal.

In such case, please contact us at contact@thefrenchsimracer.com, attaching the invoice, a description of the defect and photos. After verification, we will offer you a replacement, repair, store credit or refund, in accordance with the rights granted by the legal guarantees. Return shipping costs in such case are borne by us.

Promptly reporting visible damage (ideally within 3 business days) facilitates carrier claims, without affecting your rights under the legal guarantees, which can be exercised within the legal time limits (2 years).

9 – Exchanges

We do not process direct exchanges. To acquire another Product, return the original item in accordance with this Policy and place a new order.

10 – Contact

  • Email: contact@thefrenchsimracer.com
  • Phone: +33 6 85 39 77 21
  • Address: PHOENIX SAS – The French Simracer, 8 Rue Albert Einstein, 85340 Les Sables d’Olonne – France

This Policy applies without prejudice to your legal rights under French and European consumer law. In case of conflict with the Terms of Sale, the provisions most favorable to the consumer Customer apply.