We hope you are happy with your TennisHQ order, though we completely understand that sometimes, rackets don’t quite feel right, or shoes can be a little snug! We’ve made our returns process as simple as possible, to ensure you can return without any hassle.
Extended Christmas Returns
We offer an extended returns policy for all orders placed from November 13th 2023 onwards. Any order placed between November 13th and December 22nd 2023 can be returned up until January 12th 2024.
All items returned must still be eligible for return, as per the terms below. We reserve the right to refuse any returns received after the period specified above, unless the return has been authorised by our team prior to sending.
Eligibility For Returning Goods
Before returning, please ensure that you are eligible to do so. The following are the requirements that need to be met in order to return your item.
- Items must be returned within 30 days from the date of purchase.
- Items must show no signs of use and returned in their original packaging, including the plastic wrap on the handle of rackets and boxes and tags attached to shoes or clothing.
- Items must not be customised. Rackets with a 'Stringers Professional Decision' restring applied by TennisHQ at the time of purchase can be returned, but any refund will not include the cost of the restring. If you qualified for a free restring, a £7 service charge will be deducted from your refund to cover the cost of stringing.
- If your racket was restrung with a string and tension of your choice, as opposed to 'Stringer's Professional Decision', then we are unable to accept a return on this.
Goods that are returned that are not eligible according to the criteria above will be refused and returned to you. TennisHQ reserves the right to charge you for any reasonable losses incurred by this.
Our Return Process
Step 1 - Contact Us
Either pop an email to firstname.lastname@example.org or give us a call on 02381449449 to request the return. Please include your order number and your reason for returning to ensure we can proceed as quickly as possible for you. Once you have made contact with us, you will be provided with a Collect+ return label, which is priced at £5.95. The label is pre-paid, so the £5.95 cost would be deducted from your refund, or invoiced prior to dispatching an exchanged item.
Step 2 - Package Your Return
Please ensure your item is wrapped securely, and avoid applying sellotape to the item’s packaging or box. If damage is caused to a product by application of tape or insufficient packaging, you will be charged for this, or possibly have your return refused in severe cases.
Step 3 - Attach Your Label
Once your return has been authorised, you’ve received your label and packaged the item, you just need to attach the label to your parcel. Please ensure your label is not attached to the product itself, or the product’s box/packaging.
Step 4 - Drop The Parcel To Your Local Collect+ Point
Once packaged and labelled, all you need to do is take the parcel to your closest Collect+ point. Your local store can be found here:
We suggest retaining the receipt, so you are able to track your parcel. This may also be needed if there are any issues with the parcel en route to us.
We strive to process all returns within 14 days of arriving with us.
Wrong Item Received / Damaged Goods
Whilst it is unlikely, mistakes can happen. If you believe you have received the incorrect item or your item is damaged/faulty upon receipt, please contact us at email@example.com.
Please ensure you do not use the item, or remove the packaging (plastic wrap on rackets, or tags on clothing/shoes). If the item is used or the packaging is removed, we will not be able to exchange this for you.
To speed up the process, please include images of the issue, along with your order number.
Once we have the images and order number, we will provide you with a pre-paid label to have the item returned to us. Once returned, we can replace the goods.
We again kindly request that no sellotape be applied directly to the item’s packaging.
Frequently Asked Questions
Can I return using a different courier?
You’re welcome to use a courier of your choosing, though be aware that we wouldn’t be liable for any loss or damage in transit if your own courier is used.
For returning via your own choice of courier, our address is as follows.
TennisHQ / Flywalk Ltd
Unit 1 Greatbridge Business Park
Will I receive a full refund?
If all items match the return criteria, then your item will be refunded in full, minus the label cost of £5.95 if this service has been used. Shipping costs are not included in the refund unless returned due to damage or an incorrect item being received.
My item has been damaged through use, am I able to return it?
How long does it take to receive my refund or exchanged item?
We aim to process all returns within 14 days of arrival at our warehouse. Once processed, refunds will generally appear in your bank account within 2-3 business days. Exchange items will arrive within 1-2 days of being dispatched.