Returns and Refunds
We accept returns & refunds for both a change of mind request, or a warranty claim.Return Details
- Returned items will be checked by one of our specialists to ensure they meet the criteria set out in this returns policy.
- Returned products must be sent back in the same condition meaning completely cleaned and with all the parts.
- Refunds will be processed within 14 days of us receiving the returned item, using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase.
- Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with. We are unable to offer any refund without a valid receipt. This does not affect your statutory rights.
- Return shipping is to be paid by the customer.
Once we receive your item, we will notify you that we have received your returned item. We will immediately notify you on the status of your refund. If your return is reasonable, we will initiate a refund. Refunds will be less shipping costs and subject to a 20% handling charge for customers outside the United Kingdom. For international refunds we will issue the refund in GBP so what your receive will vary subject to the exchange rate at the time.
Cool Performance cannot be held responsible if a customer inputs any incorrect address details on their order, which causes the item to be delivered incorrectly. The customer assumes full responsibility for all delivery details supplied at point of order. Unfortunately due to the speed at which we process orders, it’s not possible to change the delivery address once an order has been placed. If you ordered within the last hour it may be possible for your order address to be updated so do get in touch with our customer service as soon as possible.
If you would like to cancel your order, please email email@example.com with the word “cancel” and your order number in the subject line and one of our customer service agents will look into this for you.Missed Delivery?
If you miss your delivery the courier will attempt another the following day. If you miss two redelivery attempts, the items will be returned to our warehouse. If the driver has issues delivering to your address, it’ll be marked on the tracking information page. If you find that this is the case, we recommend contacting the courier directly, using your tracking number for reference.
All of our pro simulators are delivered via your chosen package with us. All shipping is kerbside delivery, so please make sure you have someone to help you move the crates into your chosen location. We ship all our products with our specialist shipping provider who is on hand to help you with any questions you may have. Please contact us using your Cool Performance point of contact and they will help you.
All warranty claims for our racing simulators and parts must be sent to firstname.lastname@example.org.
If the part is broken/malfunctioning we will require the item shipped back to our office address (New Farm Offices, Glastonbury, Somerset, BA6 9AB).
The part/s must be returned in their original packaging, we will then submit the warranty claim on your behalf, we cannot replace any parts until we have a verdict from the warranty claim. This can take up to 4 weeks.
Warranty claims start one day after the package is delivered at our office. This means if your item runs out of date on the day of delivery we cannot fulfill the warranty claim.
Warranty claims for items that are no longer produced such as screens or computer parts will be catered to on a case to case basis.
*We cannot always guarantee delivery within the stated time frame due to the courier experiencing unexpected delays