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 UK Mainland Delivery Options

•  Please note that Next Working Day is subject to placing your order before our 1pm dispatch time.

•  Customisation (Re-Stringing) may cause a 24-48 hour delay in dispatching your order.

•  If you'd like to double check prior to ordering, you can contact us via Live Chat, Email (support@tennishq.co.uk) or via the phone (+44 (0)2381 449449).

•  In the unlikely event that your parcel is not delivered, please email support@tennishq.co.uk within 14 days of purchase. We cannot accept claims past this point.

•  Please do not refuse a parcel delivery from the courier. If you change your mind and would like to return the parcel, please follow the instructions provided on our 'Returns' page. If a parcel is refused upon delivery, this holds a £15 charge which will be deducted from your refund upon arrival back to us.

• If any items are missing or damaged on receipt of your parcel, please ensure you make contact with TennisHQ within 14 days of receiving the parcel. If this is reported outside of this window, we will not be able to resolve this for you. The item must also remain unused whilst this is investigated and resolved.

 Rest of UK Delivery Options

•  Please note that due to our location on the South Coast, all Scottish locations above Aberdeen are considered 'Scottish Highlands'.

Express Delivery Terms

•  Tennis HQ strives to deliver all Express parcels on the next working day, subject to ordering before the 1pm cut-off, though can not be held responsible for delays outside of our control. 

•  A signature or delivery image is required for all deliveries from Tennis HQ. 

•  Should you happen to be unavailable when delivery is attempted, the parcel will return to the depot for another attempt. If delivery is unsuccessful on more than one occasion, the parcel will be returned to us, which will incur fees that would need to be paid by yourself.

•  The above also applies should delivery be made to a collection point and returned to us due to failure to collect the parcel. 

•  If a ‘safe place’ delivery is requested, Tennis HQ is not liable for theft or loss of the parcel. By requesting delivery to a safe place, you are taking full responsibility for the parcel, provided the courier has delivered to the safe place requested.

Unfortunately, due to Brexit, we will no longer be shipping outside of UK Mainland. 

Our Policy

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. 

We are unable to reserve stock for exchange items, so if you are looking to exchange an item you have purchased from us, this would need to be returned for a refund, and the new item can then be ordered via the website. 

Christmas Extended Returns

We offer an extended returns policy for orders placed for Birthday and Christmas presents. You must tick the box during the checkout process to state it's a Christmas/Birthday gift to be eligible for the extended returns period.

This is valid and available for any orders placed from the 11th October 2024 and will entitle you to return anytime up to the 13th January 2025.

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 £25 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 support@tennishq.co.uk 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 £5.99. The label is pre-paid, so the £5.99 cost would be deducted from your refund.

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: 
https://www.yodel.co.uk/store-locator

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. 

Customer's Duty Of Reasonable Care

We completely understand wanting to try out your new item straight away, though please be aware you do have a duty of care when making up your mind on whether to keep your new item. 

Please refrain from using or damaging the item or its packaging where it forms part of the goods (for example, the plastic wrap on the handle of the racket) until you have decided to keep the item. 

On occasions where you have not taken reasonable care of the goods while they are in your possession, and attempt to return these, you may be subject to deductions from your refund, or a refusal to accept the return. 

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 support@tennishq.co.uk.

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

Budds Lane

Romsey, Hampshire

SO51 0HA

United Kingdom

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 £5.99 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?

If your item has been damaged through use, this would need to go through our warranty process. Just email support@tennishq.co.uk with details of the damage and we can begin the warranty procedure. 

How long does it take to receive my refund?

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.

We're passionate about offering our customers the best possible price on any product!

We review our prices weekly in line with the current product range and update them as often as we can. We try to be as competitive as possible but, if you do manage to find a product for less somewhere else, we'll always try to match the price where possible!

How to achieve a price match?
Please read our terms and conditions below before contacting our sales team by filling in the Price Promise tab available on any product page.  You'll need the competitors website address available so our sales team can verify the match.

Price Match Conditions

1. The product must be identical in all ways.
2. The competitor website must have the goods in stock and ready to ship. When comparing items with multiple sizes / colours, the required size / colour must be in stock.
3. The competitor website's final price must include shipping and VAT.
4. Unfortunately we're unable to match prices for websites based outside of Mainland UK, unauthorised brand stockists, or 3rd party sites such as Amazon or eBay. 
5. TennisHQ price match promise is not a binding contract. Whilst TennisHQ will endeavour to match any price, we reserve the right to refuse price matching at our sole discretion.
6. It is the customers responsbility to contact us & request a pricematch before placing an order. Unfortunately we are unable to offer a pricematch after an order has been placed.
7. Balls and Strings are excluded
8. Babolat products are excluded
9. We cannot offer to price match on shipping costs from other retailers
10. We cannot offer to price match based on discount codes from other retailers