Refund policy

Refund Policy

Effective Date: 2026-11-04

1. Overview

This policy explains when and how returns and refunds are accepted for purchases made through thesimatelier.com.

Summary

  • Return window: 30 days from delivery, with damage reported within 7 days of delivery

  • Return eligibility: unused items in original packaging, plus items that arrive damaged, defective or incorrect

  • Return shipping: paid by the customer unless the item is defective or damaged on arrival

  • Restocking fee: 25% of the product price for approved standard returns

  • The Sim Atelier is owned and operated by FCT Holdings LLC

2. Contact Information

To start a return or report damage, email support@thesimatelier.com. The Sheridan, WY address is registered mailing only. It is not a return facility. Do not ship returns there unless we give you a written destination.

Hours: Monday to Friday, 9:00 AM to 5:00 PM ET

3. Eligibility for Returns

Returns are accepted when:

  • The item arrived damaged, defective or incorrect, and the issue was reported within 7 days of delivery, or

  • The item is unused, in its original packaging with all accessories, and is returned within 30 days of delivery

A room package counts as one order. If you return an unused package, every part of it must come back unused and in its original packaging.

4. Reporting Damaged or Incorrect Items

Contact us within 7 days of delivery with your order number, clear photos of the damage or issue, and a short description. If approved, we email return or replacement instructions. Freight returns are scheduled by email; we do not issue a parcel label for freight items.

5. Return Shipping and Fees

The customer pays return shipping or freight unless the item arrived damaged, defective or incorrect. Ship only to the destination we give you. If you ship a return without our instructions, we may not reimburse shipping costs.

Restocking fee: approved standard returns are subject to a 25% restocking fee based on the product price, deducted when we issue the refund. Exchanges for the same eligible item do not incur a restocking fee. The fee is never charged when the item arrived damaged, defective or incorrect.

Orders shipped to the Dominican Republic: import duties, taxes and international freight are not refundable unless the item arrived damaged, defective or incorrect.

6. Refunds and Replacements

  • After we receive and inspect the returned item, we confirm whether a refund or replacement applies.

  • Refunds are issued to the original payment method within 7 business days after approval.

  • If you prefer, we can send a replacement item instead of a refund.

7. Non-Returnable Items

  • Damaged, defective or incorrect items reported more than 7 days after delivery

  • Items damaged by misuse, neglect or installation

  • Software licenses, activation codes and downloadable digital items

  • Opened or partly used room kits, and impact screens, turf or enclosures that have been cut, mounted or installed, except damage, defect or incorrect item on arrival

  • Gift cards and support plans that have started

8. Cancellations

  • Orders may be canceled before shipment for a full refund.

  • Once shipped, cancellations are not possible. Follow the return process above.

9. Legal Rights

This policy does not affect your rights under applicable consumer protection law.

10. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

The Sim Atelier
FCT Holdings LLC
support@thesimatelier.com
Registered mailing: 30 N Gould St STE R, Sheridan, WY 82801, United States (not a return address)