Warranty Policy - Our Risk Free Support

Our Policy

TennisHQ covers items for genuine manufacturing defects for a period of 30 days, beginning on the date of delivery. Any issues that arise within 30 days that occurred through use will be passed across to the brand or supplier for the product, to begin the warranty process. Any issues that arise after 30 days will be passed to the brand or supplier for the product.

For examples of situations where warranty claims would or wouldn't be accepted, please click here. 

Strings and grips are considered consumable parts and are not covered under warranty unless an issue is visible and reported on receipt of the goods. 

To prolong the lifespan of your strings, please ensure that your racket is strung to a suitable tension for your ability level. Higher tension strings are more likely to snap from mis-hits, so it is important to make sure the tension you choose is correct for you. For further advice, please see our guide on purchasing strings, or contact us directly for help. 

Our Processes

Items Damaged On Receipt Of Goods - When reporting damage on receipt of goods, whether this be transit damage or a manufacturing defect, we will strive to resolve this as quickly as possible for you. All you need to do is send an email to support@tennishq.co.uk with an image of the damage or fault and a brief explanation. Once reported, we will provide you with a pre-paid return label to have this returned to us completely free of charge, provided the item is unused and unpackaged. Once returned, we can action a replacement item, or a full refund if the item is unavailable. Please ensure that any packaging (plastic handle on racket grips, or tags on shoes/clothing) remains intact. 

Damage Reported Within 30 Days - TennisHQ will cover genuine manufacturing defects up to 30 days from the date of delivery, providing these are legitimate and evidenced manufacturing defects. If the damage is caused through use or wear, this would be passed across to our supplier to begin the official warranty process. 

To report damage to your item, simply send an email to support@tennishq.co.uk, including images of the damage and your order number. From there, these images will be passed across to our supplier for assessment. Our supplier may require the item to be shipped back to them for an in-person inspection to determine whether the damage is due to a defect or whether it is down to use. 
Whilst we aim to resolve warranty cases as timely as possible, we cannot set a guaranteed timeframe if we are required to send the item back to the supplier, though we will actively follow up on all cases to ensure the quickest resolution possible.

Damage Reported After 30 Days - To report damage to your item after 30 days, simply send an email to sales@tennishq.co.uk, including images of the damage and your order number. From there, these images will be passed across to our supplier for assessment. Our supplier may require the item to be shipped back to them for an in-person inspection to determine whether the damage is due to a defect or whether it is down to use. 

Whilst we aim to resolve warranty cases as timely as possible, we cannot set a guaranteed timeframe if we are required to send the item back to the supplier, though we will actively follow up on all cases to ensure the quickest resolution possible.

Important Information - If you are sending a racket back to us for warranty inspection, you must not remove the strings from the frame of the racket. The strings fitted at the time of the break play a big part in the warranty assessment, so if these are removed prior to returning, the warranty will be refused. If your racket has been strung above the maximum tension shown on the product page, this will also void the warranty. 

Accepted Warranties

If your warranty case has been accepted, you will receive contact from us immediately to arrange a replacement item. A refund will be issued if we are no longer able to supply the item originally purchased. 

Declined Warranties

If your warranty case has been opened with the supplier and they decline the warranty, you will be informed of this immediately, and we will let you know the reason for the refusal. If your warranty case has been declined by our supplier, this decision is final and we are unable to take this further. 

If your warranty case was declined and you are within 6 months of the purchase date, we do offer a crash replacement policy, wherein a 10% discount will be offered on a replacement product. This does not include postage costs and is subject to our discretion. 

Frequently Asked Questions

Is returning an item for warranty assessment free of charge?

In the case of an accepted warranty, TennisHQ will cover all postage costs incurred when returning an item to us, and the subsequent replacement item. 

If a warranty case is refused, or the item is returned prior to authorisation, the customer would be responsible for the postage costs incurred. 

Why might my warranty be refused?

The warranty will only cover defects or damage caused by a manufacturing flaw. For example, if your racket has broken due to a clash or other impact, this would not be covered under warranty. For products like shoes or clothes, wear and tear would not be covered under warranty. Due to the nature of the sport, a reasonable level of wear is expected, regardless of the quality of the product. 

How long will my warranty assessment take?

We, unfortunately, cannot give a guaranteed time frame for warranties, due to necessary contact with our supplier, and potentially having to ship the item back for an in-person inspection. We do, however, strive to complete warranties as quickly as possible and keep you up to date with any updates we receive. 

I received a replacement under warranty and this has broken too. 

If we have already covered your item under warranty and the replacement has been broken too, this would not be covered under warranty, regardless of the timeframe.