At Racq Elite Store, we’re committed to providing premium tennis equipment with seamless delivery and a hassle-free returns process. Our policies are designed with competitive players and tennis enthusiasts in mind, ensuring you receive quality gear with complete peace of mind.

Shipping Information

Order Processing

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two reliable shipping methods to meet your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after dispatch
    • Includes full tracking and insurance
  • Free Shipping:
    • Available on orders over £50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after dispatch
    • Includes basic tracking

Note: Delivery times are estimates and may vary depending on customs processing in your country. We currently ship worldwide except to certain remote areas and parts of Asia.

Returns & Exchanges Policy

We stand behind our premium tennis equipment. If you’re not completely satisfied, you may return or exchange most items within 15 days of receiving your order.

Eligibility Requirements

  • Items must be in original, unused condition with all tags and packaging intact
  • Returns must be initiated within 15 days of delivery
  • A Return Merchandise Authorization (RMA) number is required

Non-Returnable Items

For hygiene and quality control reasons, the following products cannot be returned unless defective:

  • Grips (all types)
  • Strings (all types)
  • Opened balls (must be unopened in original packaging)

How to Return an Item

Step 1: Contact Our Team

Email [email protected] within 15 days of receiving your order with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • 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 with all accessories. Clearly mark the RMA number on the outside of the package and ship to:

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

Step 4: Processing Your Return

We typically process returns within 3-5 business days of receipt. You’ll receive email confirmation once your refund or exchange is processed.

Refund Information

  • Refund Method: 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 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

Damaged or Defective Items

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

Need Help?

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