RETURN AND REFUND POLICY

Last updated: 23 September 2026

This policy applies to purchases made from NRG Karting, a trading name of NRG Home & Leisure Limited (“NRG Karting”, “we”, “us” or “our”). Nothing in this policy limits your statutory rights.

Your right to cancel

If you are a consumer in the United Kingdom or European Economic Area buying online, you normally have the right to cancel your order within 14 days after the day on which you, or a person nominated by you, receives the goods. If an order is delivered in separate shipments, the cancellation period begins after the final item is received.

To cancel, email sales@nrg-hl.co.uk with your name, order number and a clear statement that you wish to cancel. You must tell us before the 14-day cancellation period ends. You then have a further 14 days to return the goods.

You may inspect goods as you would in a shop. If handling goes beyond what is reasonably necessary to establish their nature, characteristics and operation, we may make a proportionate deduction for any reduction in value. Original packaging should be returned where reasonably possible, but its absence does not automatically remove a statutory cancellation right.

Some goods may be excluded from the statutory right to cancel, including goods made to your specifications or clearly personalised, sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed, and goods that become inseparably mixed with other items after delivery. We will explain any applicable exclusion before purchase where required.

Our extended 30-day return offer

In addition to applicable statutory rights, we offer a 30-day change-of-mind return period. You must request the return within 30 days after receiving the item.

For returns requested after the statutory cancellation period, the item must be unused, in resalable condition, with any tags attached and, where reasonably possible, in its original packaging. You must provide your order number or other proof of purchase. This extended offer does not apply to personalised or made-to-order products, opened hygiene-sensitive goods, perishable goods, hazardous materials, flammable liquids or gases, or items identified as non-returnable before purchase.

Contact sales@nrg-hl.co.uk before sending anything back. Returns must be sent to:

NRG Karting
Unit 9 Collingwood Court
Middlesbrough
TS2 1RP
United Kingdom

For an eligible change-of-mind return, we will provide return instructions and, where offered, a return label. A flat £5.99 return charge will be deducted from the refund. If you arrange your own return, you are responsible for the return cost and for using a suitable tracked service. The original basic outbound delivery charge will be refunded where required by law following cancellation of the whole order. Additional charges paid for an enhanced delivery service are not refundable beyond the cost of our least expensive standard service.

Faulty, damaged, incorrect or missing goods

If goods are faulty, damaged, not as described, incorrect or incomplete, contact sales@nrg-hl.co.uk as soon as reasonably possible. Reporting visible transit damage or a missing item within 14 days helps us investigate with the carrier, but this request does not limit your statutory rights.

Please provide your order number, a description of the issue and, where possible, photographs of the item, packaging and shipping label. Keep the packaging until we confirm whether it is needed for the investigation.

Where the goods do not conform to the contract, we will provide the remedy required by applicable consumer law. We will cover reasonable return costs when goods are faulty, damaged, incorrect or not as described.

Exchanges

We do not operate a direct exchange service unless we agree otherwise. The quickest option is usually to return the original item and place a new order. This does not affect remedies available for faulty or incorrect goods.

Refunds

We will confirm when a return has been received and assessed. Approved refunds will be issued to the original payment method within 10 business days. For a valid statutory cancellation, we will issue the refund within the period required by law, although we may withhold it until we receive the goods or evidence that they have been returned.

Your bank or payment provider may take additional time to show the refund. If 15 business days have passed since we confirmed approval, contact sales@nrg-hl.co.uk.