If you are unsatisfied with your items for any reason, you have 30 days to return your order. To return an item, products must be in the same condition we sent them to you. Products must be unworn and in their original packaging with labels and stickers still attached.
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 products warranty and it will be returned to you.
FREE UK RETURNS
Return your order for FREE at any Royal Mail post office or returns centre by using the link below and following the instructions on the Royal Mail returns portal.
You can also return you order for FREE using ASDA toyou, use the link below and follow the instructions provided.
Please note that Royal Mail and ASDA are our only recognised free returns services, if you choose to use an alternative service, this will be at your own expense and will not be reimbursed.
One free returns label per order, any further returns will be charged at £2.50 and will be deducted from your refund.
TRACKING YOUR RETURN
Remember to keep your tracking number as we will not be able to assist you without it.
You can also track your free return with this information. You can do this by using one of the links below;
Royal Mail - https://www.royalmail.com/track-your-item#/
ASDA toyou - https://www.toyou.co.uk/client/directsports
If your return has been delivered to us, we aim to process this within 5 working days of receiving it. Please allow 5 full working days before contacting us, as we won’t be able to offer any updates before this time.
If your parcel is lost or appears stuck within the couriers network, please allow 10 working days from postage to contact us, as the courier company will not consider a parcel lost until after this time, meaning we won’t be able to raise a search or claim any earlier than 10 full working days.
Simply fill in the supplied return form and return the item to the address provided below using a recorded method of postage. 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.
Please return goods to:
Direct Sports Ltd
Wynyard Business Park
REFUNDS AND EXCHANGES
We aim to process refunds and exchanges within five working days of receiving your return. We will email you once your return has been processed.
Exchanges will be sent to you for free using a standard delivery method. If you require the item quicker then please contact us and we can arrange a premium delivery service, we will charge you for the service you choose.
If a fault has occurred with your product please return the item in a well packaged box and including 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 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 products manufacture and they make all decision 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, Insouls 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 28 days of receiving the order. The order cancellation procedure is identical to the Refund/Returns stated above.