Refund policy
REFUND, RETURN AND CANCELLATION POLICY
Last updated: 5 August 2026
1. CONTACT DETAILS
Seller:
SkyDefender Simulations
Legal operator: Molnár Péter e.v.
Registered address: 6347 Érsekcsanád, Szőlő utca 5., Hungary
Email: skydefsim@gmail.com
Telephone: +36309113771
Return address:
5000, Szolnok, Dr. Hegedűs Lajos sétány 1. 2/16, Hungary
Please do not send a product to the registered or return address before reviewing the return instructions. Contacting us first helps ensure that the parcel is correctly identified and handled.
However, prior authorisation is not a condition for exercising a statutory right of withdrawal where the Customer has otherwise sent a valid withdrawal notice within the applicable deadline.
2. STANDARD 14-DAY RETURN PERIOD
For standard, non-personalised products, we accept withdrawal or return requests submitted within 14 days after the Customer or a third party designated by the Customer receives the product.
For an order containing multiple products delivered separately, the period begins when the final product is received.
EU Consumers may also exercise the right of withdrawal after the contract has been concluded but before the product has been delivered.
No reason is required for exercising the statutory right of withdrawal.
3. HOW TO EXERCISE THE RIGHT OF WITHDRAWAL
The Customer may exercise the right of withdrawal by:
- using our online “Withdrawal from contract” function:
https://skydefender-simulations.com/pages/eu-withdrawal-form
- emailing a clear withdrawal statement to:
skydefsim@gmail.com
- sending the model withdrawal form included at the end of this Policy.
The notice must clearly identify:
- the Customer’s name;
- the order number or other contract identifier;
- the product concerned;
- the decision to withdraw from the contract;
- the email address or other electronic contact method to which confirmation should be sent.
After an online withdrawal statement is submitted, we will provide confirmation on a durable medium without undue delay, including the date and time on which the statement was received.
The withdrawal deadline is met if the Customer sends the withdrawal statement before the 14-day period expires.
4. RETURNING THE PRODUCT
After communicating withdrawal, the Customer must send or hand over the product without undue delay and no later than 14 days after the withdrawal notice was sent.
The return deadline is met if the product is dispatched before the 14-day return period expires.
The Customer is responsible for the direct cost of returning a non-defective product unless we expressly agree otherwise.
We recommend using a tracked and appropriately insured shipping service. The Customer remains responsible for proving that the returned parcel was dispatched where this is relevant to the refund.
Cash-on-delivery or postage-due returns will not be accepted unless agreed in advance.
5. CONDITION OF RETURNED PRODUCTS
A Customer may inspect and test a product only to the extent reasonably necessary to establish its nature, characteristics and operation, in the same manner as would generally be permitted in a physical shop.
The product does not have to be unopened or in unused condition in order for an EU Consumer to exercise the statutory right of withdrawal.
Original packaging is recommended because it helps protect the product during transport, but it is not a mandatory condition of withdrawal.
The Customer may be responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and operation.
Any deduction will be limited to the actual reasonably demonstrable reduction in value.
The Customer should return, where applicable:
- the product;
- included cables;
- mounting parts;
- accessories;
- documentation;
- other components supplied with the product.
6. CUSTOMISED AND PERSONALISED PRODUCTS
The statutory right of withdrawal does not apply to products manufactured according to the Customer’s individual specifications or products clearly personalised for the Customer.
This may include products with:
- custom dimensions;
- custom inscriptions or languages not offered as a standard variant;
- individually requested panel layouts;
- special electrical configurations;
- custom firmware or control mapping;
- non-standard colours or modifications specifically requested by the Customer.
A product is not automatically considered customised merely because it is assembled or manufactured after the order is placed.
Products ordered from standard catalogue variants remain subject to the ordinary withdrawal rules unless they are genuinely made according to individual specifications or clearly personalised.
Where the withdrawal exception applies, this will be communicated to the Customer before the order is submitted.
For a genuinely customised or personalised product, the withdrawal exception applies from the conclusion of the contract, even if manufacturing has not yet started.
We may nevertheless agree to cancel a personalised order before production begins, but such cancellation is discretionary unless mandatory law provides otherwise.
7. SALE AND DISCOUNTED PRODUCTS
A product does not lose its statutory return or withdrawal eligibility merely because it was purchased during a sale, promotion or with a discount code.
The same rules apply to full-price and discounted products.
8. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
The right of withdrawal is separate from the Customer’s rights where a product is defective, damaged, incomplete, incorrect or does not conform to the contract.
Please contact us at skydefsim@gmail.com and provide:
- the order number;
- a description of the issue;
- photographs or video where reasonably possible;
- photographs of the packaging and shipping label if transport damage is suspected.
Where the product is defective, damaged during delivery, incorrect or otherwise non-conforming, we will provide the remedy required by applicable law.
Depending on the circumstances, this may include:
- repair;
- replacement;
- supply of missing parts;
- price reduction;
- reimbursement of necessary return costs;
- full refund where legally applicable.
We will not require the Customer to pay return costs for a product confirmed to be defective, incorrect or damaged before the risk passed to the Customer.
A request to report transport damage promptly helps us investigate the carrier claim but does not remove statutory rights if the report is made later.
9. REFUNDS AFTER WITHDRAWAL
Where a valid right of withdrawal is exercised, we will refund all payments received for the withdrawn product, including the cost of the least expensive standard delivery method offered for the order.
If the Customer selected a more expensive delivery service, such as express delivery, we are not required to refund the additional amount exceeding the standard delivery cost.
The refund will be made without undue delay and no later than 14 days after we are informed of the decision to withdraw.
We may withhold the refund until:
- the returned product has been received; or
- the Customer provides sufficient evidence that the product was sent back,
whichever occurs first.
The refund will normally be made using the same payment method used for the original transaction unless the Customer expressly agrees to another method.
No fee will be charged by us for processing the refund.
The payment provider or bank may require additional time to credit the amount after we have initiated the refund.
10. REFUNDS FOR PERSONALISED ORDERS
A Customer who does not have a statutory right of withdrawal for a customised or personalised product is not entitled to a refund merely because they changed their mind.
This does not affect rights relating to:
- defects;
- non-conformity;
- incorrect manufacturing;
- transport damage;
- failure to supply the ordered customisation.
11. CANCELLATION BEFORE DISPATCH
For a standard, non-personalised product, a Consumer may communicate withdrawal before dispatch.
If the order has not yet been dispatched, we will stop fulfilment where reasonably possible and process the refund in accordance with this Policy.
For customised or clearly personalised products, cancellation is subject to Section 6.
If we cancel an order because we cannot manufacture or deliver it, all amounts collected for the cancelled product will be refunded.
12. EXCHANGES
Direct exchanges are not guaranteed.
Where appropriate, the Customer may return an eligible product and place a separate order for the required version.
Where the product is defective or incorrect, replacement will be handled under the statutory conformity rules rather than as a voluntary exchange.
13. UNCOLLECTED OR REFUSED PARCELS
Refusing delivery or failing to collect a parcel does not by itself constitute a clear withdrawal statement.
The Customer should separately notify us of the decision to withdraw.
If a parcel is returned because of an incorrect address, failure to collect or unjustified refusal, we may deduct or charge the actual reasonable return or reshipping costs where permitted by law.
This does not apply where the refusal was justified because the parcel was visibly damaged or the delivered product clearly did not correspond to the order.
14. NON-EU CUSTOMS AND DUTIES
Customs duties, import VAT and brokerage charges paid directly by the Customer to a government authority, carrier or customs broker are not payments received by SkyDefender Simulations.
We cannot automatically refund such third-party charges. The Customer may need to apply directly to the relevant customs authority or service provider.
15. STATUTORY RIGHTS
This Policy does not restrict any non-waivable right available under applicable consumer law.
Where applicable law gives the Customer more favourable rights than this Policy, the mandatory legal provisions apply.
16. MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from the contract.
To:
SkyDefender Simulations
Molnár Péter e.v.
5000 Szolnok
Dr. Hegedűs Lajos sétány 1. 2/16
Hungary
Email: skydefsim@gmail.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following product(s):
Product(s):
Order number:
Ordered on / received on:
Name of Consumer(s):
Address of Consumer(s):
Email address:
Signature of Consumer(s), only if this form is submitted on paper:
Date: