Refund policy

Returns and Refunds Policy

Thank you for shopping at RealSimGear Inc. If you are not entirely satisfied with your purchase, we're here to help.

RealSimGear branded products can be returned for any reason within 30 days of receiving the product, with some exceptions.  We are unable to accept returns of non-RealSimGear branded products (including, but not limited to, yokes, throttles, rudder pedals and other flight simulator controls included in some of our packages) and any software licence keys or concierge support fees.  We are also unable to accept returns of custom panels made by partner providers including Stay Level Avionix.  Full system packages including our BATD and AATD systems are not eligible for a return.

To be eligible for a return, the product must meet the following:

  • The product was received in the last 30 days
  • The product is in its original packaging, with screen protectors attached (if supplied)
  • The product is in ‘as new’ condition, is not scratched or damaged. and contains all cables and accessories
  • You obtain a Return Merchandise Number (RMN) from us.  To do this, please email  us at:  info@realsimgear.com  Further return instructions will be provided with your RMA.

Products that do not meet these criteria will not be considered for return.  Products that are returned with missing accessories, or visible signs of use or damage may be accepted for refund at the discretion of RealSimGear Inc and may be subject to a restocking fee.

Shipping Charges and Import Duties
Shipping charges and any applicable import duties or taxes incurred in connection with the sale or return of a product are non-refundable.

You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping back to RealSimGear, Inc.

Damaged items
If you received a damaged product, please notify us immediately for assistance.

Sale & Refurbished Items
Sale or refurbished items may not be refunded.  They are covered by our 12 month warranty.  Please contact us at info@realsimgear.com for assistance.

Contact us
If you have any questions about our Returns and Refunds Policy, please contact us:
By email: info@realsimgear.com

LIMITED WARRANTY

Retail Products

RealSimGear, Inc. (hereafter “RSG”) warrants to the original retail purchaser (“Purchaser”) that RSG manufactured hardware products (each, an “RSG Product”) shall, when used in accordance with the written documentation supplied by RSG (“Documentation”), be free from defects in workmanship and materials for a period of one (1) year from the date of original retail purchase (“Warranty Period” and the foregoing warranty, the “Warranty”).  Subject to the requirements below, RSG will, at its sole discretion, repair or replace any RSG Product which does not meet the foregoing Warranty during the Warranty Period.  Repair or replacement under this Warranty shall be in accordance with the below terms and conditions using new or reconditioned parts, which are functionally equivalent to new in performance and reliability.  The replacement product or part will be covered by the balance of time remaining on the original Warranty Period applicable to the RSG Product in question.

Notwithstanding anything else to the contrary herein, RSG is not responsible for, and this Warranty does not apply to: (1) RSG Product error, failure, or impaired functionality due to installation, use or maintenance contrary to the Documentation, misuse, accident, abuse, neglect, unauthorized repair, modification, or alteration; (2) Removal or replacement costs; (3) Costs or loss of revenue incurred due to downtime; (4) Damage to components and hardware used with the RSG Products; (5) Damage related to moving RSG Product or transferring to another location that is different to initial installation site; (6) Normal wear-and-tear; (7) Hardware or software manufactured by other companies; (8) Software or data loss; (9) Electric power failures, fluctuations, surges, or any other events not directly related to the RSG Product; (10) Consumable items such as batteries; and (11) damage caused by exposure to water or water intrusion, natural disasters including floods, earthquakes, storms, and other acts of nature.  If such disclaimer is not permitted by law, the duration of any implied warranty is limited to the Warranty Period. This Warranty is governed by the laws of the State of California. Any dispute arising out of or relating to this Warranty shall be submitted to binding arbitration in San Diego, California before one arbitrator. The arbitration shall be administered by JAMS pursuant to JAMS’ Streamlined Arbitration Rules and Procedures or the JAMS rules then in effect. By agreeing to arbitrate, Purchaser waives any right to a jury trial. Notwithstanding any of the foregoing or any other provision of this Warranty, class arbitration is not permitted under any circumstance, meaning RSG and the Purchaser may bring claims against the other only in their individual capacities. This Warranty contains the entire understanding between RSG and the Purchaser and supersedes any prior understandings and agreements respecting the subject matter of this Warranty. If any provision, or part thereof, of this Warranty is held invalid, the remainder of this Warranty shall not be affected thereby.

To qualify for any repair or replacement under this Warranty with respect to a RSG Product purchased by Purchaser, Purchaser must notify RSG during the Warranty Period that such RSG Product does not meet the Warranty and such notice must be in writing and within fifteen (15) days of the RSG Product’s initial failure to meet the Warranty.  All Warranty questions or claims must first be directed to the RSG technical support team. Please be prepared to provide RSG with the RSG Product serial number and/or purchase invoice number for verification. RSG’s technical support team may be reached by phone at
+1 (858) 274-1203, option 2, or by email at support@realsimgear.com. RSG will determine if the RSG Product has failed due to defective workmanship or materials. If the product is determined to have an issue which is covered by the Warranty, RSG will, in its sole discretion, choose one of service options below:

  1. Mail in Service - This service will require the Purchaser to send the defective RSG Product or part to RSG. If RSG selects Mail in Service, RSG will send a return merchandise authorization form (“RMA”), a repair/replacement claim form, and return shipping label directly to the Purchaser. The RSG Product or affected part must be shipped prepaid to RSG, complete with appropriate paperwork to identify the original order date and qualifying reason for return. The affected RSG Product or affected part, as the case may be, and all necessary paperwork must be received by RSG within fifteen (15) days of RSG providing the RMA, claim form, and return shipping form to qualify for repair or replacement under this Warranty. The customer must follow RSG’s RMA procedure prior to returning any item. Please note that in the event an item is returned, and the package does not display the RMA number, the delivery may be refused. Full instructions for RSG’s RMA process will be provided by the RSG technical support team. 

  2. Advance Courtesy Replacement Service - This service involves the Purchaser servicing their own RSG Product with replacement parts provided by RSG. If RSG selects Advance Courtesy Replacement Service, RSG will send the replacement part, written installation instructions and return shipping label directly to the Purchaser so that the Purchaser may perform the installation of the replacement part. RSG will cover shipping charges of the replacement part shipment to the Purchaser. The original part must be shipped prepaid to RSG, complete with appropriate paperwork to identify the original order date within fifteen (15) days of delivery of the replacement part and return shipping form to Customer. RSG reserves the right to invoice the Purchaser for the cost of the replacement part, which will be credited once the Purchaser returns the original defective part within the allotted time.

  3. On-Site Repair Service - This optional service is available at an additional cost, and will depend on the Purchaser location. If On-Site Repair Service is available, full instructions and cost for RSG’s On-Site Repair Service will be provided by the RSG technical support team to Purchaser and On-Site Repair Service will only be scheduled upon Purchaser written agreement to be responsible for the additional cost involved.

Any replacement parts or RSG Products provided during the Warranty Period will be covered by the remaining balance of time on the Purchaser’s original Warranty. Replacement parts or RSG will not be covered by an extended or separate warranty period.  RSG, at its cost, will ship repaired or replacement RSG Product or parts to the Purchaser’s original shipping address as reflected on the original order/invoice. RSG will ship via FedEx Ground or an equivalent service. If expedited shipping is requested by the Purchaser, Purchaser will be responsible for additional shipping charges.

Additional benefits and coverages are available to customers who have an active Proactive Maintenance & Premium Support Subscription.  The details of these coverages are detailed in the coverage agreement and are in addition to the coverages detailed here.

If any repaired or replacement RSG Product or part is damaged in transit by shipper neglect, please contact RSG at +1 (858) 274-1203, option 2, immediately upon receipt. 

This Warranty is posted on the RSG website (www.realsimgear.com). RSG reserves the right to update, modify, amend, or otherwise change (each a “Warranty Change”) the Warranty at any time. Any such Warranty Change shall be deemed effective once posted on the RSG website. PURCHASER IS REQUIRED TO REVIEW THE RSG WEBSITE ON A REGULAR BASIS FOR THE THEN EFFECTIVE AND CONTROLLING WARRANTY.

OTHER THAN THE WARRANTY PROVIDED FOR HEREIN, RSG MAKES NO OTHER WARRANTY REGARDING RSG PRODUCTS OR ANY REPLACEMENT OR REPAIR SERVICES PROVIDED BY OR ON BEHALF OF RSG INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF MERCHANTABILITY, DURABILITY OR FITNESS FOR A PARTICULAR PURPOSE. RSG DOES NOT WARRANT THAT ANY RSG PRODUCT, ITS USE OR OPERATION OR THE SERVICES PROVIDED UNDER THIS WARRANTY WILL BE ERROR-FREE, WITHOUT ACCIDENT OR ACHIEVE ANY PARTICULAR GOAL OR RESULT. EXCEPT WHERE SPECIFICALLY PROHIBITED BY LAW, RSG SHALL NOT BE RESPONSIBLE OR LIABLE FOR ANY LOSS OR DAMAGES ARISING FROM THE USE OF AN RSG PRODUCT, WHETHER DIRECT, INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL, REGARDLESS OF THE THEORY ASSERTED. TO THE EXTENT PERMITTED BY FEDERAL AND APPLICABLE STATE LAW, THIS WARRANTY AND THE REMEDIES SET FORTH ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL, WRITTEN, STATUTORY, EXPRESS, OR IMPLIED. RSG DISCLAIMS ALL STATUTORY AND IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND WARRANTIES AGAINST HIDDEN OR LATENT DEFECTS, TO THE EXTENT PERMITTED BY FEDERAL AND APPLICABLE STATE LAW. IN SO FAR AS SUCH WARRANTIES CANNOT BE DISCLAIMED RSG LIMITS THE DURATION AND REMEDIES OF SUCH WARRANTIES TO THE DURATION OF THIS EXPRESS WARRANTY AND, AT RSG’S OPTION, THE REPAIR OR REPLACEMENT DESCRIBED HEREIN.  EACH DISCLAIMER HEREIN CONSTITUTES AN ESSENTIAL PART OF THIS WARRANTY.