Simgrade - Heel Support / Stopper

Return & Refund Policy

In accordance with EU Directive 2011/83/EU and the French Consumer Code (Articles L221-18 et seq.), you have a 14-day right of withdrawal from the day you receive your order, without justification or penalty.

Eligibility

Any returned product must be intact, with no signs of wear, use, or installation, in its original packaging, and complete with all accessories, manuals, and the purchase invoice. Incomplete, damaged, dirty items, or products showing signs of use (e.g., sweat on wheels, assembly scratches, damaged threads, tightening marks) or with deteriorated packaging will not be refunded or exchanged.

How to Start a Return

Contact us first at contact@thefrenchsimracer.com. Items sent back without prior authorization cannot be accepted.

Return shipping is at the customer’s expense, unless the product is defective, damaged, or an error was made on our side.

Refund Options

• Full store credit (100%) — voucher valid on any future purchase.
• Refund to your original payment method — a case-by-case proportional deduction of 5% to 35% may apply, depending on the product’s condition (e.g., traces of use, assembly, missing packaging or accessories). This deduction reflects the objective depreciation of the item.

As per Article L221-23, any deduction must correspond to handling beyond what is necessary to establish the nature, characteristics, and proper functioning of the goods.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect. We will correct the issue at no cost to you.

Exceptions / Non-returnable Items

• Custom or personalized products
• Gift cards
• Items that cannot be returned for health/hygiene reasons once unsealed

Note: Sale/discounted items remain eligible for the 14-day withdrawal unless otherwise stated on the product page or they fall under a legal exception above.

Exchanges

To exchange, simply return the product and place a new order once your return has been approved.

Processing & Timelines

You will be notified once we have received and inspected your return. After approval:

• Store credit: issued immediately after approval.
• Refund: processed within 10 business days. Bank/card processing may take longer. If you have not received funds after 15 business days, please contact us.

Outbound shipping: we refund the standard delivery cost you originally paid (if any). Express/premium surcharges are not refundable.

See our Terms of Sale here: /policies/terms-of-sale.