Cancellations and Returns Policy
Every product we sell is eligible for return within 30 days of delivery. If something is not right with your order, contact us and we will work with you to resolve it. Returns typically have a 15% restocking fee, but there are exceptions listed below.
Returns
The following applies only to customers inside the United States. (We don't ship anywhere else.)
- Returns are accepted for both defective and non-defective products.
- The product condition must be new or slightly used.
- Request a return within 30 days of delivery.
- We accept returns by mail only.
- The return label can be downloaded and printed from the email we send you, and it is free of charge.
- A 15% restocking fee, calculated on the pre-tax price, applies to every return except an incorrect or incomplete item, shipping damage reported within 48 hours, or a defect confirmed under the manufacturer's warranty.
- Sales tax is refunded in full.
- Refunds are processed within 14 days of the return being received.
- Refunds go to your original payment method.
Shipping Damage vs. Defects
Shipping damage is physical damage visible on delivery (crushed box, cracked housing, bent frame). Report it within 48 hours of delivery with photos. Shipping damage reported after 48 hours will be treated as a standard return with the 15% restocking fee.
Defects are problems that only appear once the product is assembled or powered on (electronics, motors, sensors, software). Defects are handled through the manufacturer's warranty first (repair or replacement, no restocking fee). If the manufacturer inspects the item and finds no defect, it can still be returned as a standard return with the 15% fee.
Return Process
If the item was not what you hoped it would be, please initiate a return within 30 days of delivery. If it arrives damaged, incorrect, or incomplete, report it within 48 hours of delivery with photos.
- Contact us with your order number and the reason for the return by email (support@newrealityracing.com) or by phone (+1 888-533-8513).
- We will respond with a return authorization number, a return address, and a free prepaid return label.
- Repack the item in its original packaging with all hardware, cables, fasteners, and manuals included.
- Attach the prepaid label to the box.
- Drop the package off at the carrier location listed on the label, or schedule a pickup with that carrier. For oversized items, we will arrange and pay for a freight pickup.
- Once your return arrives at the return address, refunds are processed within 14 days and go to your original payment method.
Cancellations
You may cancel your order for any reason at any time before it ships. Contact us by email or phone as soon as you decide.
Once an order has shipped it can no longer be canceled, and it must follow the return process above.
Final Sale Items
We do not currently sell any final sale, custom, made-to-order, or otherwise non-returnable products. Every item in our catalog is eligible for return under this policy.
Exchanges
We do not offer exchanges. The fastest way to get a different product is to return the original item and place a new order once your refund is issued.
Our Commitment
We are here to help you get the right equipment. If something is not right, reach out using the contact details below and we will work with you toward a fair resolution.
Questions: support@newrealityracing.com or +1 888-533-8513.
