30 days
To Exchange
Changed your mind? Swap it for something else at full credit — no value lost for picking the wrong thing first.
How it works
Buying From Axon
Exchanges, Returns
Exchanges, Returns
& Warranty
The short version: if you picked the wrong thing, swap it inside 30 days and lose nothing. If something breaks, we deal with it here rather than sending you to an overseas ticket queue.
Last updated 18 September 2026
30 days
To Refund
Want your money back instead? Same window, but the item has to be unused and a restocking fee applies.
See the termsLocal service
If It's Faulty
Warranty and RMA handled in Richmond by the people who sold it to you, not by a ticket number overseas.
Warranty & RMA
01 — Changed Your Mind
Exchange Or Refund
Both run for 30 days from the day your order arrives. The difference is what you get back — credit toward other gear, or money to your card.
Recommended
Exchange
- Window
- 30 days from receiving your order
- You get
- Full credit toward whatever you swap to
- Fee
- None. No restocking fee on an exchange
- Applies to
- All purchases
Why this is the better option. Torque, pedal pressure and wheel size are things you feel, not things you read. If the base you bought turns out to be too much or too little, put every dollar of it toward the one that fits.
Also available
Refund
- Window
- 30 days from receiving your order
- You get
- Money back to your original payment method
- Fee
- 10% restocking if unopened, 25% if opened
- Condition
- New and unused, in the original box with all tags
- Shipping
- Return postage is the buyer's
How long a refund takes
We inspect returns as they arrive, usually within 24 hours. Your refund is processed straight after that and credited to the card or payment method you used.
Your bank then has its own timeline: expect a further 2–10 business days before it shows on your statement. That part is out of our hands.
02 — Condition
What Can Come Back
This is the part worth reading before you unbox. It applies to refunds — the condition ladder below is what decides whether an item is refundable and at what fee.
Refundable
- Unopened, still sealed — original box, packaging and tags. 10% restocking fee.
- Opened but as‑new — complete, unused, everything back in the box. 25% restocking fee.
- Lightly used MOZA gear — may still be eligible, subject to assessment by our staff. Ask us first.
Not Refundable
- Anything showing signs of use — wear, scuffing, dirt, smells, pet hair.
- Anything that has been mounted, drilled or modified.
- Anything in a different condition than it reached you.
Not refundable isn't the end of the road — the 30‑day exchange still applies, and a genuine fault is a warranty matter, not a return.
The easiest way to avoid all of this: come and drive it first. Our Richmond sim centre runs the same hardware we sell, so you can feel the difference between two wheelbases before you pick one. Visit the sim centre
03 — Something Broke
Warranty
Who covers what depends on who built it. Either way, start with us — we'll tell you which route applies and handle the paperwork.
Axon‑Built Parts
Anything Axon manufactures — chassis, monitor stands, seats — is covered directly under Axon Simulator Ltd's own warranty.
Send us a message describing the fault. Once we've inspected the part, replacements ship at no cost within the warranty period.
Keep your original sales receipt — it's required when sending in a defective part. Gear bought second‑hand from a third party isn't eligible.
Everything Else
MOZA, Heusinkveld, D‑BOX, Fanatec, Ascher and the rest are covered by their own manufacturer warranties, not by Axon directly.
That said, we handle the claim for you. Expect 4–8 weeks for processing, since the timeline and the final decision sit with the manufacturer.
Manufacturer cover excludes faults caused by normal wear or negligence.
04 — MOZA Products
The RMA Route
MOZA is most of what we sell, so it gets its own path. Work through these in order — most problems stop at step one.
01
Try MOZA Support First
If it's software, firmware or a settings problem, MOZA's own FAQ and support team solve it faster than a shipping label will. Most issues that feel like hardware faults are resolved here.
02
Talk To Us
Still not right? Get in touch and describe what it's doing. We'll work out whether it's a setup issue, a minor fault we can repair here, or a manufacturing defect that needs to go back to MOZA.
03
Minor Faults — Repaired Locally
For small hardware problems, send it to us and we can often repair it in Richmond rather than shipping it overseas. Shipping and labour are charged extra on this route.
04
Manufacturing Defects — Repaired Or Replaced Free
A genuine manufacturing defect is repaired or replaced at no cost. All MOZA warranty action requires the manufacturer's approval, and damage caused by misuse or accident isn't covered.
05 — Before It Ships
Orders & Pick‑Up
A couple of checks we run on outgoing orders. They exist to stop fraud, and they only need a minute of your time.
Orders We Confirm By Phone
We call to verify before fulfilling any order where the billing and shipping addresses differ, and any international order.
Please make sure the phone number you enter at checkout is correct and reachable. If we can't confirm within 5 business days of the order being placed, it's cancelled and refunded automatically. You can also call us first on +1 (604) 447‑1337.
Store Pick‑Up
Order online, collect in Richmond. We'll email you as soon as it's ready — please wait for that before coming in.
Government‑issued photo ID is required at pick‑up for verification.
Axon Richmond Sim Centre
#106 – 4411 No. 3 Road, Richmond, BC, V6X 2C3
Opening hours & directions
Still Not Sure?
Just Ask Us
Policies are easier to read when someone explains which bit applies to you. Tell us what happened and we'll tell you the fastest route — exchange, refund, repair or warranty.