At Racq Elite Store, we take pride in offering premium tennis equipment and accessories to players worldwide. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, our straightforward returns and exchanges policy makes it easy to get what you need.

Our Returns & Exchanges Policy

You may return or exchange most items within 15 days of receiving your order, provided they are in original, unused condition with all tags and packaging intact.

Important Note:

For hygiene reasons, grips and strings cannot be returned or exchanged unless defective. All balls must be unopened in their original packaging to be eligible for return.

How to Initiate a Return or Exchange

Step 1: Contact Our Team

Email our customer service team at [email protected] within 15 days of receiving your order. Please include:

  • Your order number
  • The item(s) you wish to return/exchange
  • Reason for return/exchange
  • Whether you prefer a refund or exchange

Step 2: Receive Return Authorization

We’ll email you a Return Merchandise Authorization (RMA) number and detailed return instructions within 1-2 business days.

Step 3: Package and Ship Your Return

Securely package the item(s) in their original packaging and include all accessories. Affix the RMA number clearly on the outside of the package. Ship to:

Racq Elite Store Returns
98 Trades Ln
Dundee, GB DD2Z 1HR

Step 4: Processing Your Return

Once we receive and inspect your return (typically within 3-5 business days after arrival), we’ll process your refund or ship your exchange.

Refund Information

  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after we receive your return
  • Bank Processing: Additional 5-10 business days may be required for the refund to appear in your account
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is at customer’s expense unless the return is due to our error

Exchange Information

  • Exchanges are subject to product availability
  • We’ll ship your replacement item once we receive your return
  • You’ll be responsible for any price difference in the exchanged item
  • For international exchanges, additional customs/duties may apply

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Dear Racq Elite Store Customer Service,

I would like to request a [return/exchange] for my recent order #[Your Order Number]. Below are the details:

  • Item(s) to return: [Product Name(s) and Quantity]
  • Reason for return/exchange: [Please specify]
  • Preferred resolution: [Refund to original payment method/Exchange for (specify product)]

Please send me the return authorization and instructions at your earliest convenience.

Thank you,

[Your Full Name] [Your Contact Number] [Your Shipping Address]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage/defect. We’ll arrange for a replacement or refund at no additional cost to you.

Questions?

Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.