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Refund policy

Effective Date:  October 16, 2025

At TPH Innovations LLC, we want you to be completely satisfied with your purchase. We accept returns for both defective and non-defective products under the conditions below.

Eligibility for Returns

  • Return Window: Returns are accepted within 30 days of delivery.
  • Condition of Item: Products must be unused, in their original packaging, and in resellable condition.
  • Approval Required: All returns must receive written authorization from TPH Innovations LLC before being shipped back. Unauthorized returns may be refused or subject to additional fees.
  • Defective or Damaged Items: If your item arrives defective or damaged, please notify us within 7 days of delivery. We will coordinate repair or replacement with the manufacturer at no cost to you. For Spornia products with visible shipping damage, please report the issue as soon as possible (ideally within 24 hours of delivery) and retain all original packaging.

Restocking Fees & Return Shipping

  • Restocking Fee: Non-defective returns are subject to a restocking fee of up to 35%, depending on the manufacturer (Carl’s Place up to 30%; The SportScreen 35%; Spornia up to 15% when items are not returned in like-new condition with all original packaging and components); Simbooth a 15% shipping and handling deduction from the refund; Optoma as disclosed at the time of return approval).
  • Return Shipping Costs: Customers are responsible for return shipping unless the product is defective or damaged.
  • Return Label: A downloadable return label will be provided once the return is approved (where applicable), along with return instructions.

Refund Processing Time

Refunds are issued within up to 20 business days after the returned item is received, inspected, and approved by the supplier. Refunds are credited to the original payment method only.

Payment Processing Fees & Order Cancellations

Due to non-refundable costs charged by payment processors and card networks, orders that are canceled after payment has been processed or captured may be subject to a payment processing fee of up to 3-4% of the order total.

This fee reflects actual transaction costs incurred and is not retained as profit.

Orders canceled before payment processing are not subject to this fee.

By completing a purchase with TPH Innovations LLC, you acknowledge and agree to this policy.

Manufacturer-Specific Guidelines

  • Carl’s Place: Returns accepted within 30 days if unused and in original packaging (up to 30% restocking fee).
  • DOF Reality: Returns typically accepted for defective items only unless otherwise authorized (up to 20 business days processing time).
  • The SportScreen: Returns accepted within 30 days if unopened and unused (35% restocking fee).
  • Spornia: 30-day returns for like-new items in original packaging. Non-defective returns may incur up to a 15% restocking fee and require customer-paid return shipping. Approved defective, damaged, or incorrect items are repaired or replaced at no cost, with return shipping covered.
  • Optoma: Returns accepted within 30 days of delivery for unused products in their original packaging. Non-defective Optoma returns may be subject to our standard restocking fee and require customer-paid return shipping, as disclosed at the time of return approval. Defective or dead-on-arrival Optoma products are handled in coordination with Optoma's Limited Warranty and are generally repaired or replaced once approved; any warranty-related shipping responsibilities follow Optoma's published warranty terms.
  • SimBooth: Returns accepted within 30 days of the customer's date of purchase for unused products in the same condition as received and in the original packaging. For non-defective SimBooth returns, the customer is responsible for return shipping, and SimBooth applies a shipping and handling deduction equal to 15% of the original product cost from the refund; shipping charges are non-refundable. Damaged or defective SimBooth items must be reported as soon as possible (ideally within 15 days of receipt) and may qualify for repair or replacement in coordination with SimBooth once approved.

Non-Returnable Items

Custom or built-to-order products cannot be returned unless they arrive damaged or defective. Examples include custom enclosures, screens, or motion platform configurations.

How to Start a Return

  1. Email support@simulatordirect.com with your order number and photos (if damaged).
  2. Wait for authorization and return instructions.
  3. Ship the item using the provided label (if approved).
  4. Once received and inspected, you’ll receive a confirmation and refund notification.

Exchanges

We do not offer product exchanges. Defective items may qualify for repair or replacement under manufacturer warranty.