Last updated: 14 October 2026
Refund Policy
When you can get your money back, how to ask, and the rights you have regardless of anything written here.
Not downloaded it yet? You have 14 days to change your mind, no reason needed.
Already downloaded it? That 14 day right is gone, because you ticked the box asking for immediate access. Your rights if something is actually broken are not gone, and never can be.
Bought something from the store? Cancel for free until your order goes into production. After that you can still change your mind within 14 days of it arriving. The details are under Store orders below.
Something not working as described? Tell us. That is a fault, not a refund request, and it is on us to put right.
Under the Consumer Contracts Regulations 2013 you normally get 14 days to cancel anything bought online, without giving a reason.
Digital software is the exception. That right ends the moment the download starts, but only if you expressly agreed to it and were told you were giving it up. That is the tickbox at checkout, and it is there because the law requires us to ask rather than assume.
So if you have not downloaded or accessed anything yet, email us within 14 days with your order number and you get your money back in full.
Subscriptions renew until you stop them. You can cancel any time from your billing settings or by asking us.
Cancelling stops the next payment. It does not refund the period you are already in, unless something was genuinely wrong with it, which is covered below.
Everything in the store is made to order. That changes when you can cancel for free. It does not change your rights.
Before it goes into production, cancel from your order page (the link is in your confirmation email) and you get everything back, delivery included. That can be within hours of ordering, so cancel as soon as you can.
After that, you can still change your mind. Under the Consumer Contracts Regulations 2013 you have 14 days from the day your order arrives to tell us, and another 14 days to send it back. Clothing chosen from our standard sizes and colours is not personalised, so this applies to it in full.
If you send something back because you changed your mind, you pay the return postage, and it needs to come back unworn and unwashed with any tags still on. We refund the price and the standard delivery you paid within 14 days of getting it back. If it has been worn or washed, we can reduce the refund by what that takes off its value, as the law allows.
Faulty, damaged or not what you ordered? Tell us within 30 days of delivery, with a photo, and we will refund you in full, including the cost of sending it back. That is your right under the Consumer Rights Act 2015, and nothing here takes it away.
Ordering from outside the UK? We deliver worldwide, and everything above applies to you too. A return from abroad is posted at your cost, unless the item is faulty. Your country may charge import duties or taxes when your order arrives: they are set by your country, not by us, and they are yours to pay. Delivery times vary by country, and your basket shows the estimate for yours before you pay.
To send anything back, tell us first so we can tell you where to post it: use Report a problem or return something on your order page (the link is in your confirmation email), or email us with your order number.
The Consumer Rights Act 2015 says software has to work as described, be of satisfactory quality, and do the job it was sold for. Nothing on this page changes that, and nothing we write ever could.
If it fails any of those, you are entitled to a repair, a replacement, or your money back, depending on what makes sense. Tell us what is happening and we will work out which.
Please do come to us first. Most of what gets reported as broken turns out to be a setting or a SimHub version, and we would rather fix it in ten minutes than take your money back and leave you without the thing you wanted.
Outside those situations, refunds are our call. We do give them. If something has happened that means you have paid for something you genuinely cannot use, tell us what it is and we will look at it properly rather than quoting this paragraph back at you.
Please talk to us first. A chargeback with no prior contact gets your account and your access suspended while it is resolved, which helps nobody and usually takes far longer than just emailing.
Email support@trackthirtytwo.com with your order number, the email you bought with, and a line on what has happened.
We aim to reply within 5 business days. Approved refunds go back to the card or account you paid with, and usually land within 5 to 10 business days after that. The gap at the end is your bank, not us.
Consumer cancellation rights apply to consumers. If you are buying for a company, the statutory 14 day right does not apply to you, and anything agreed separately in writing takes precedence over this page.
TrackThirtyTwo Ltd, registered in England and Wales, company number 16801715.
9 Byford Court, Crockatt Road, Hadleigh, Suffolk, IP7 6RD, United Kingdom