At RacquetDepot, we stand behind the precision and performance of every piece of equipment we deliver. We understand that getting the right gear is as crucial as your game strategy. If an item isn’t a perfect match, our returns process is designed to be as straightforward and reliable as our checkout—clear, secure, and player-centric.

Our Returns & Exchanges Promise

We offer a 15-day return window from the date you receive your order. Within this period, you may return most new, unused items in their original packaging for a full refund or exchange. Our goal is to ensure you’re completely satisfied with your purchase of ball machines, grips, balls, court equipment, and all other gear that fuels your game.

The Returns & Exchanges Process: Step-by-Step

  1. Initiate Your Request
    Contact our customer service team at [email protected] within 15 days of delivery. Please use the subject line “Return/Exchange Request” and include your order number and the item(s) you wish to return or exchange.
  2. Receive Your Return Authorisation (RMA)
    We will review your request and, if approved, provide you with a Return Merchandise Authorisation (RMA) number and detailed instructions for return shipping. Returns sent without an RMA number cannot be processed.
  3. Pack and Ship Your Return
    Securely pack the item(s) in their original packaging, including all accessories, manuals, and tags. Include a copy of your order confirmation or packing slip. Ship the package to our UK warehouse address provided in your RMA instructions. We recommend using a trackable shipping service.
  4. Inspection and Processing
    Once received at our warehouse, our team will inspect the returned item(s) to ensure they are in new, unused, and resalable condition. This process typically takes 3-5 business days after arrival.
  5. Completion of Your Request
    Upon successful inspection:
    • For Refunds: Your refund will be initiated immediately.
    • For Exchanges: We will ship the replacement item to you using your preferred shipping method. If the requested item is out of stock, we will contact you to discuss alternatives or issue a refund.

Return Shipping & Costs

Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., incorrect or defective item shipped). The original shipping fee (for Standard or Free Shipping) is non-refundable.

For exchanges to a different product or size, we will cover the standard shipping cost to send the new item to you.

Refund Timeline and Method

Refunds are processed to the original payment method used at the time of purchase:

  • Credit/Debit Card (Visa, MasterCard, JCB): Refunds appear on your statement within 5-10 business days after we process them.
  • PayPal: Refunds are typically reflected in your PayPal account within 3-5 business days.

You will receive an email notification once your refund has been issued.

⚠️ Items Not Eligible for Return or Exchange

To ensure the safety and integrity of our specialised equipment, the following items are final sale and cannot be returned or exchanged unless they arrive defective or damaged:

  • Grips (due to hygiene reasons once packaging is opened).
  • Balls that have been opened or used.
  • Personalised or custom-made items.
  • Any product where the original packaging, seals, or tags have been removed, damaged, or discarded.

Analysis Note: Based on the website menu and focus on performance gear, hygiene-sensitive items like Grips and consumables like opened Balls are logically excluded from standard returns.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected]. We will arrange a prepaid return shipping label and expedite a replacement or refund at no cost to you. Please provide photos of the product and its packaging to assist us.

Return Request Email Template

To streamline your request, you may use the template below when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear RacquetDepot Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Order Date: [Order Date] Item(s) for Return/Exchange: [Product Name, SKU if available] Reason for Return/Exchange: [e.g., Incorrect size, changed mind, defective item] I confirm the item(s) are unused and in their original packaging with all accessories. Please provide the RMA number and return instructions at your earliest convenience. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for: [Specify desired product/size] Thank you, [Your Full Name] [Your Phone Number – Optional]

Note: International returns may be subject to customs duties and taxes, which are the responsibility of the customer and are non-refundable by RacquetDepot.

Need Assistance?

Our team—fellow players and enthusiasts—is here to help. For any questions regarding returns, exchanges, or your order, please contact us:

Email: [email protected]
Postal Address (Returns by Authorisation Only): 58 Berryden Rd, Aberdeen, GB AB7L 3OP
Website: racquetballtennis.com

We aim to respond to all inquiries within 24 hours on business days.

RacquetDepot – Delivering Precision, Performance & Trust to Courts Worldwide.

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