Refund policy

BRAUM Racing UK – braum.uk
A trading name of TORQEN Ltd
Version 2.0 · Last updated: 23 April 2026

About this policy

This refund policy explains how to return an order, what you can expect back, and how long the process takes. It sits alongside our Terms of service, which set out your full legal rights. Where this policy is silent, the Terms of service apply.

If you are a business or trade buyer, different rules apply. Please request our separate Trade Account Agreement.

1. When you can return an item

Change of mind (14 days)

1.1 You have 14 days from the day you receive the goods to tell us you want to cancel. You then have 14 days from the day you tell us to send the goods back to us.

1.2 Items must be unused, unfitted and in resaleable condition, in original packaging, with all accessories, fittings and documentation included. You can open the box to check the part as you would in a shop, but fitting, marking or modifying it reduces your refund.

Faulty, damaged or incorrectly supplied items

1.3 Check your order on arrival. If anything is damaged, missing or not what you ordered, tell us within 30 days of delivery. Photographs of the packaging and the item help us resolve the issue quickly.

1.4 Your statutory rights under the Consumer Rights Act 2015 apply in full. The Terms of service set out how these rights work across the 30-day, six-month and six-year periods.

2. What we can't refund

2.1 The following are not covered by the change-of-mind right or are returnable only at our discretion:

• Special order or custom-made items, ordered or manufactured to your specification.
• Parts that have been fitted, modified, painted, drilled or otherwise altered.
• Electrical items where the seal has been broken after delivery.
• Items returned without original packaging, labels or components.
• Items returned outside the 14-day cancellation window, unless faulty.

2.2 For special order returns that we agree to accept, a restocking fee of up to 20% may apply. We will tell you the amount before you return the goods.

3. How to return an item

3.1 Follow these steps to keep your return on track:

1. Contact us through the Contact us page or by email. Give us your order number and the reason for return.
2. We will send you a Returns Authorisation (RMA) reference and a short returns form to complete.
3. Repack the item in its original packaging with all parts, fittings and documentation. Add the returns form inside the parcel.
4. Write the RMA reference clearly on the outside of the parcel.
5. Send the parcel using a tracked service to the return address below. Keep your proof of postage until the refund lands.

3.2 We only accept returns from the person who bought the item. Third-party returns will be held until we can confirm authority with the original buyer.

3.3 We are not responsible for returns lost or damaged in transit to us. Use a tracked service and keep the receipt. If the parcel goes missing, you will need to claim with the courier you used.

4. Collection of oversized items

4.1 Body panels, bonnets, wings, body kits, large exhausts, roll cages and other oversized items may not be suitable for standard postal return. Contact us and we will arrange a courier collection.

4.2 Collection is free where the item is faulty, damaged or incorrectly supplied. For change-of-mind returns, collection is chargeable at our cost and we will tell you the amount before booking.

4.3 Please be ready on the booked collection day. If the courier attends and you are not available, a rebooking fee may apply.

5. Exchanges

5.1 The fastest way to get a different item is to return the original for a refund and place a new order for the one you want. This avoids delays while we inspect the return.

5.2 We do not operate a direct exchange service because stock changes quickly and the item you want may sell out before your return reaches us.

6. Refunds

6.1 We will email you when your return arrives and let you know the outcome of the inspection.

6.2 Approved refunds go back to your original payment method within 14 days of us receiving the goods, or within 14 days of you showing proof of return, whichever is earlier. Most refunds land well within this window.

6.3 Your bank or card issuer may take a few extra days to post the refund to your statement. This is outside our control.

6.4 For change-of-mind returns, we refund the price you paid for the goods plus the standard outbound delivery charge. Any premium or express delivery upgrade you chose is not refundable.

6.5 We may reduce the refund to reflect any loss in value caused by handling beyond what is needed to inspect the goods (for example, fitting, marking, scratching or missing parts).

7. International returns

7.1 If you are returning from outside the UK, mark the parcel clearly as "British returned goods" on the customs declaration. This helps the parcel clear UK customs without attracting duty again.

7.2 Import VAT, customs duty and courier clearance fees you paid on the original delivery are not refundable by us. You may be able to reclaim these from the carrier or your local customs authority.

7.3 Parcels held, refused or returned at customs due to unpaid local charges are covered by clauses 2.10 and 2.11 of our Terms of service.

8. If something goes wrong

8.1 If you are unhappy with how we have handled a return, contact us first using the details below. We will acknowledge your complaint within five working days and aim to resolve it within 30 days.

8.2 If we cannot resolve things between us, our full complaints and dispute resolution process is set out in clause 13 of the Terms of service.