This policy applies to physical products purchased from ENG Tennis, including tennis, padel, and other racket sports equipment. Return arrangements depend on the reason for the return, the nature and condition of the product, and any applicable requirements. Nothing in this policy limits your mandatory consumer rights.
Return Eligibility and Conditions
Please contact us promptly if you would like to return an item. Contact us through https://engtennis.com/contact-us/ to confirm the return request period and arrangements that apply to your order. This policy does not specify a fixed return window or offer an open-ended right to return products.
For change-of-mind returns, items should generally be unused and in reasonably intact condition. Please retain accessories, labels, and original packaging where applicable, and take reasonable care of the goods while they are in your possession. These expectations do not override any rights you may have in relation to faulty, damaged, or incorrectly supplied goods.
Depending on the nature of the product and any relevant information on its product page, some items may not be eligible for change-of-mind returns. Where applicable, these may include:
- Custom-made or personalized products.
- Sealed products that are unsuitable for return for hygiene reasons once unsealed.
- Consumable or perishable products where their nature or condition makes a return inappropriate.
These possible restrictions do not mean that all tennis, padel, or racket sports equipment is non-returnable, and they do not exclude remedies required under applicable consumer rules.
How to Request a Return
- Contact us through https://engtennis.com/contact-us/ with your order number, the item you wish to return, and the reason for your request. If relevant, include details or photographs of the issue.
- We will review your request and provide the applicable return instructions, including the return destination and any shipping arrangements. Please obtain these instructions before sending your item.
- Pack the item securely, including any relevant accessories, and send it back according to the instructions provided. Keep your proof of postage and any tracking information.
- Once the returned item is received, we will inspect it and assess the return in line with the agreed arrangements and applicable requirements.
- We will let you know the outcome and arrange any refund that is due.
Please do not send a return to an address that has not been confirmed for your request.
Refunds
Refunds will generally be issued to the original payment method. If that is not possible, we will contact you to arrange an appropriate alternative, subject to applicable requirements.
The refund amount and any treatment of delivery charges will depend on the reason for the return, the circumstances of your order, and applicable rules. Any relevant adjustments will be explained to you.
We will confirm when a refund has been issued. The time it takes for funds to appear in your account may depend on your bank, card issuer, or payment provider; we do not specify a fixed processing or crediting period in this policy.
Return Shipping Costs
Responsibility for return shipping costs will be confirmed based on the reason for the return, the condition of the goods, and applicable rules. We do not apply a blanket rule that either ENG Tennis or the customer pays all return costs.
Please contact us before arranging postage so that we can confirm the appropriate shipping method and cost arrangements, particularly if an item is faulty, damaged, or incorrect.
Exchanges
Exchanges may be available depending on stock availability, the condition of the item, and the circumstances of your request. Please contact us first to confirm whether an exchange can be arranged and what steps apply. Where an exchange is not available, we will discuss any applicable return or refund options.
Faulty, Damaged, or Incorrect Items
If an item arrives damaged, appears faulty, or is not what you ordered, please contact us as soon as reasonably possible with your order details and a description of the issue. Photographs of the item and packaging can help us assess the problem, where available.
These cases are assessed separately from change-of-mind returns. Depending on the circumstances and applicable requirements, an appropriate remedy may include a repair, replacement, or refund. Change-of-mind restrictions and packaging expectations do not remove your mandatory rights in relation to faulty, damaged, or incorrectly supplied goods.
Contact Us
For return requests, refund questions, or help with an order, please visit https://engtennis.com/contact-us/.
