Returns and Refunds Policy
Our policy lasts 28 days and if 28 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Goods such as racquet strings, grips and dampeners cannot be returned. Additional non-returnables include racquet restring work, racquet customisation work related items & racquet repair services in accordance with our repair terms and conditions.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted with obvious signs of use which may include:
- Any item not in its original condition
- Any item damaged or missing parts for reasons not due to our error
In order to return item(s) please follow as below:
1.Download and print the returns form here and send back with your items to the following address: Topstring.co.uk, 2 Ashleigh Court, Solomons Hill, Rickmansworth, Hertfordshire, WD3 1EA.
Please note that it is your responsibility to ensure that the items are sent back using a safe and secure method. Topstring.co.uk recommend that you send your returned items back to us via either recorded or special delivery so that we have to sign for it. This means that in the event of the parcel going missing, you will then be able to claim from the carrier for the goods that were lost. If you return your parcel via a form of delivery that is not guaranteed then Topstring.co.uk will not accept responsibility if the parcel is lost or damaged.
2.Once we have received your return, refunds (excluding postage) in accordance with our policies will be processed within 30 days of cancellation. We will only refund the cost of postage if Topstring.co.uk has been liable for the error.
In the event of an item covered by our policies is discovered to be damaged or faulty upon arrival of delivery, please contact us immediately so we can arrange to have the faulty item returned back to us to avoid any further postal charges.
Topstring.co.uk will inspect the item and if required, return it to the manufacturer for inspection. If the item is deemed faulty under warranty we will replace your item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days of receipt.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted.
Sale items:Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: Topstring.co.uk, 2 Ashleigh Court, Solomons Hill, Rickmansworth, Hertfordshire, WD3 1EA.
Gifts:If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping:To return your product, you should mail your product to: Topstring.co.uk, 2 Ashleigh Court, Solomons Hill, Rickmansworth, Hertfordshire, WD3 1EA.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.