Return & Refund policy

1. Changing your mind

Because you are buying online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel. You have 14 days from the day you receive your order to tell us you want to cancel, and you do not have to give us a reason.

Once you have told us, you then have a further 14 days to send the goods back.

If your order arrived in more than one parcel, the 14 days runs from the day the last item reached you.

2. What condition items need to come back in

You are entitled to examine a racket the way you could in a shop: take it out of the box, look at it, feel the weight and balance, check the grip size. Doing that will not affect your refund.

What you cannot do is play with it. A racket used on court picks up ball marks across the face and scuffs on the frame, and it can no longer be sold as new. If an item comes back showing use beyond reasonable examination, we may reduce your refund to reflect the loss in value. We will always tell you the amount and the reason before we process the refund.

Please send items back with any protective film, tags and packaging you still have, and use an outer bag or box rather than writing on or taping up the racket box itself.

3. Faulty, damaged or not as described

This is separate from changing your mind, and your rights are stronger. Under the Consumer Rights Act 2015, if an item is faulty, arrives damaged, or is not as described:

• Within 30 days of delivery you can reject it and get a full refund.
• After 30 days we will repair or replace it. If that is not possible or does not fix the problem, you can claim a refund.

We pay return postage on anything faulty, damaged or misdescribed. Photographs of the problem speed the process up considerably, so please send them if you can.

4. How to start a return

Email operations@fitzalangroup.com with:

• your order number
• which item or items are coming back
• whether you are cancelling or reporting a fault
• photographs, if there is a fault or transit damage

We will reply with the return address and instructions.

You can cancel using any clear written statement, including the model cancellation form set out in the Regulations. Email is simply the quickest route.

5. Who pays return postage

• You changed your mind: you pay to send the item back. We will tell you the likely cost when we confirm the return. Please use a tracked service, because the item is your responsibility until it reaches us.
• Faulty, damaged or not as described: we pay. We will either send you a prepaid label or refund your postage.

Delivery to you is free on every order with no minimum spend, so there is no outbound delivery charge for us to refund in either case.

6. Refunds: how and when

Refunds are issued to the original payment method. We cannot refund to a different card or account.

For cancellations we refund within 14 days of the goods reaching us, and usually a good deal sooner. For faulty items we refund within 14 days of agreeing the claim.

How quickly the money then shows up is down to your bank or card issuer, and is typically a further two to five working days.

7. The few things we cannot take back

A small number of items are excluded from the change-of-mind right:

• Goods sealed for hygiene reasons where the seal has been broken. In our range that means opened overgrips and grip tape.
• Tubes of pressurised balls once opened, since they start losing pressure immediately.
• Anything made or customised to your specification, such as rackets printed with a club's own branding.

None of these exclusions affect your rights if the item turns out to be faulty or not as described.

8. Club, coach and trade orders

The 14-day cancellation right is a consumer right. Orders placed by a club, venue, coaching business or retailer are business-to-business sales, and that right does not apply to them. Return terms for trade orders are set out in the quotation, and you can find the detail on our Clubs & Coaches page.

9. Your legal rights

Nothing on this page removes or reduces your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If anything here appears to conflict with those rights, your statutory rights take precedence.

This policy applies to orders delivered to addresses in the United Kingdom. If we have not managed to put something right, you can get free and impartial advice from Citizens Advice.

Contact

Returns and refunds: operations@fitzalangroup.com

See also Support and our Shipping policy.

Last updated: 24 August 2026