All products purchased from GPerformance come with a standard manufacturer’s warranty - from 2 up to 5 years - you will find this information on the product page, below the Add to cart button.
If you experience any issues, our team is here to help with support and warranty claims.
I have a problem with the product I purchased from your shop. How should I proceed?
Step 1: Contact Us
Describe your issue in detail by emailing us at support@gperformance.eu.
- If the issue cannot be resolved via email, we’ll arrange shipment to the manufacturer for repair or replacement.
Step 2: Pack the Item
Safely pack the product, including all original package contents, in the original packaging. If the original packaging is unavailable, use a secure alternative.
- We’ll provide you with a prepaid shipping label - we cover the return shipping cost, so it is completely free for you 😎
Step 3: Diagnosis and Repair/Replacement
The product will be diagnosed by a technician at the manufacturer. Depending on the results, the item will either be repaired or replaced.
- We aim to process warranty claims as quickly as possible.
Important:
- For warranty claims, replacements will not be issued until the manufacturer has repaired or replaced the product and returned it to us.
- If the item is new and faulty, we may be able to provide a replacement immediately and handle the warranty claim for you, ensuring you receive a working product within 3-4 working days.
Step 4: Return Shipping to You
Once the product is repaired or replaced, we’ll arrange shipment back to you at no additional cost (covered by us).
If you have any questions, don’t hesitate to reach out. We’re here to ensure a smooth and fast resolution!
What should I do if my goods arrived damaged?
Customers are asked to inspect the parcel immediately upon delivery. Any visible transport damage should be reported to the courier at the time of delivery and to G-Performance EU s.r.o. within 12 hours - please take pictures of the defects send them including a description of the damage to support@gperformance.eu
In case of hidden damage discovered after unpacking, the customer must contact us without undue delay and provide photos of the outer packaging, inner packaging, shipping label, damaged product and all relevant accessories.
All original packaging materials must be kept until the carrier claim is resolved. Failure to report damage promptly or failure to keep the packaging may make it impossible to file a successful claim with the carrier.
Refund Policy
Before You Withdraw - Let Us Help First
We're a small, family-run business, and every order genuinely matters to us. If something isn't working the way you expected — a compatibility question, a setup issue, or a possible fault — we can usually sort it out within a few hours.
We recommend contacting us at support@gperformance.eu before returning anything; in many cases we can resolve the issue without the need for a return.
If you still decide to withdraw, the withdrawal form is available as described below, and exercising it in no way affects your legal rights.
14-Day Right of Withdrawal
Consumers have the right to withdraw from their purchase within 14 days of receiving the goods, without giving any reason. Where an order consists of several goods delivered separately, this period starts on the day you (or a third party indicated by you, other than the carrier) receive the last item.
To exercise your right of withdrawal, please use the "Withdraw Contract" button available in the footer of our website, which will take you to our online withdrawal form. You may also withdraw by email at support@gperformance.eu, or by using the model withdrawal form. We will confirm receipt of your withdrawal without undue delay on a durable medium (by email).
After you notify us, we will provide return instructions, including the contact person and phone number required by the courier. You must send the goods back without undue delay and no later than 14 days from the day you inform us of your withdrawal.
This right of withdrawal is separate from your statutory rights in the case of faulty or incorrectly supplied goods; in such cases, we cover the cost of the return.
Condition of Returned Goods
You may handle and inspect the goods only to the extent necessary to establish their nature, characteristics, and functioning — that is, the same handling you would reasonably be allowed in a physical shop (unboxing, visual inspection, and a basic functional check).
If the value of the goods has been diminished as a result of handling beyond what is necessary for such inspection, or because parts are missing, we may reduce the refund by an amount corresponding to that diminished value. Any such reduction is proportionate to the actual loss in value — it is not a flat restocking fee.
For sim racing equipment, handling that typically goes beyond what is necessary to establish nature, characteristics, and functioning includes, for example:
- Installation of the product on a cockpit, rig, or wheelbase resulting in mounting marks, clamp marks, scratches, or other signs of installation
- Visible wear on contact surfaces (pedal faces, wheel rims, grips, buttons, paddles)
- Soiled, worn, or marked grips, leather, or Alcantara
- Removal of protective films or seals that cannot be restored
- Firmware activation, account pairing, or registration where this permanently reduces the resale value of the product or cannot reasonably be reversed before resale
- Disassembly requiring tools, or modification of the product
- General use consistent with operation rather than inspection
Where such handling has reduced the resale value of the product, it may only be possible to resell it as used or B-stock. Any reduction in the refund will reflect the actual loss in market value.
Indicative reduction guidance
The exact reduction always depends on the actual condition of the returned item. As a general guide:
- As-new, complete, resaleable as new (opened and inspected only): no reduction
- Used beyond inspection, missing protective films or minor items, requires reconditioning: typically a partial reduction
- Visible wear or installation traces, resaleable only as used / B-stock: a higher reduction
- Missing components, cables, accessories, or documentation: a reduction corresponding to the value of the missing item(s)
Completeness of the Return
To avoid a value reduction, the product should be returned complete, including:
- Original packaging and protective inserts
- All cables, screws, adapters, fixings, and accessories supplied
- All documentation and included extra
- Protective films and seals, where these were not necessary to remove for inspection
Missing items may result in a reduction corresponding to their replacement cost or the resulting reduction in the product's resale value.
Evidence and Serial Numbers
All outbound shipments are documented, including serial numbers where applicable, and returned goods are inspected and documented on receipt. Photographs may be taken before dispatch and upon receipt of returned goods. This protects both parties in the event of a dispute regarding the condition of the goods or the identity of the returned item.
Business (B2B) Purchases
The statutory 14-day right of withdrawal applies to consumers only. Purchases made by a business or in the course of a trade, business, craft, or profession — including orders placed with a VAT identification number (IČ DPH) or otherwise on a B2B basis — are not subject to the consumer right of withdrawal. B2B orders are governed by our Terms of Service and any applicable individual agreement.
For B2B orders, the customer bears the risk of loss or damage during return transport until the goods are received by us.
Exceptions to the Right of Withdrawal
In line with applicable law, the right of withdrawal does not apply to certain goods or services — for example, goods made to the consumer's specifications or clearly personalised, and sealed goods unsealed after delivery where this is relevant for protection or hygiene reasons. Where an exception applies to your order, we will inform you before purchase.
Return Address
G-Performance EU, s.r.o.
Cukarabon 77
929 01 Dunajská Streda
Slovakia
Return Shipping Costs
Customers are responsible for the direct costs of returning the goods and for arranging the return shipment.
We recommend using a tracked and insured service and keeping your proof of postage. We may withhold the refund until we receive the goods back or you provide evidence that you have sent them, whichever is earlier.
Packaging of Returned Goods
Please ensure that the goods are packaged securely to prevent damage during transport. Wherever possible, use the original packaging together with all protective inserts.
If the goods are damaged during return transport due to insufficient packaging, and this results in a reduction of their resale value, we may reduce the refund accordingly.
Refund Process
Once we receive and inspect the returned items, we will reimburse all payments received from you, including the costs of delivery (up to the amount of the least expensive standard delivery method we offer), using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.
We will make the reimbursement without undue delay and no later than 14 days from the day we are informed of your withdrawal. We may, however, withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.
If the value of the returned goods has been reduced as described above, we may reduce the refund by the corresponding amount. Any reduction for diminished value will be documented and explained to you.
Questions
If you have any questions, please contact us at support@gperformance.eu
