14 Day Returns Policy
Orders purchased from Friday November 5th 2021 can be returned until Friday January 14th 2022
If you wish to return your item(s) for any reason, you may return them within 14 days of receiving your order. To qualify for a refund or exchange, items must be in a new, merchantable condition with all original labels and packaging intact. Products must be in an unworn state. If there are light deposits of dust/dirt for example on the sole of shoes that have arisen purely from testing size suitability, please would you clean before returning. If items are received very slightly soiled but otherwise still able to be re-sold, we will clean and re-package, however this may delay the return process.
Returns should be returned using the Returns Portal link below which is a more cost effective method than paying at the Post Office directly. We offer free returns if the item(s) being returned are to be exchanged, however there is a small return charge of £3.99 for any quantity of items returned for a refund. This is deducted from the credit and helps to partially cover the logistics costs incurred. Please note this service is available for addresses within Mainland UK only.
If products being returned came with free items as part of a promotion (e.g. free tennis balls), these items must also be returned. If they are not returned, we reserve the right to make a suitable deduction from your refund amount.
Please note that customised items such as restrings and regrips are exempt from this policy and can't be returned for refund or exchange.
All rackets must be returned with the strings still within the frame, regardless of condition. If a racket is returned to us without the strings, this voids the product’s warranty and will be returned to you.
Please arrange your return using the Returns Portal: https://www.directsportseshop.co.uk/return
Please send back in the item(s) in the original outer packaging and attach all labels to this, not the item’s packaging.
INTERNATIONAL AND NON-MAINLAND UK RETURNS
Please return goods to:
Direct Sports Ltd
Wynyard Business Park
Please use the returns portal above but you will need to arrange your own carrier as the Royal Mail above is only for mainland UK addresses. Please note that Direct Sports do not accept responsibility for any items lost, delayed or damaged in transit. A proof of postage receipt is not enough evidence should anything happen to your parcel. You will be responsible for the cost of returning goods for exchange or refund.
Please make sure you state the reason for the shipment as a return, failure to do this may result in customs fees being added to the parcel, any fees added will be deducted from your refund.
REFUNDS AND EXCHANGES
We aim to process refunds and exchanges within 48 hours (Mon-Fri) of receiving your return. You will receive an email when we receive your return and another email once your return has been processed.
If a fault has occurred with your product please return the item in a well packaged box and include a covering note with your name, order number and details of the fault. Please note that Direct Sports do not accept responsibility for any items lost, delayed or damaged in the post. We will despatch any replacement goods free of charge on a standard delivery service.
We assess all faults quickly and may return to the manufacturer for detailed inspection if we are unable to reach a definitive conclusion as to the problem. Please be aware this can take up to 14 working days. We will aim to keep you informed during this process.
All warranty items are assessed by each product's manufacturer and they make all decisions as to the status of the claim. All products come with a 12-month warranty and this is valid from the date your original item is delivered.
Please note that strings, customised re-strings, grips, grommets, insoles and laces are consumable and are exempt from the above policy.
Subject to the provisions of our Refund/Returns Policy outlined above, any customer has the right to cancel their order within 14 days of receiving the order. The order cancellation procedure is identical to the Refund/Returns stated above.