Refund policy

This policy sets out your rights if you change your mind about an order, or if something arrives faulty. It applies to orders delivered to addresses in the United Kingdom.

In short: you have 14 days from delivery to cancel an online order for any reason; you have 30 days to reject anything faulty, damaged or not as described. Delivery to you is free on all items, so there is no delivery charge to refund.

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 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.

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

2. Condition of returned items

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

Playing with it is different. A racket used on court picks up ball marks on the face and scuffs on the frame and 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 tell you the amount and the reason before processing the refund.

Please return items 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 receive a full refund.
After 30 days we will repair or replace it. If that is not possible or does not resolve the problem, you can claim a refund.

We pay return postage on anything faulty, damaged or misdescribed.

4. How to request a return

Email operations@fitzalangroup.com with your order number, the item or items concerned, whether you are cancelling or reporting a fault, and photographs if there is a fault or transit damage.

We will reply with the return address and instructions. Please do not send anything back before we have confirmed it, as our stock is held at a UK fulfilment centre rather than an office and unannounced parcels can go unrecorded, which delays your refund.

5. Return postage costs

Change of mind: you pay the cost of returning the item. We will tell you the likely cost when we confirm the return. Please use a tracked service, as the item remains your responsibility until it reaches us.
Faulty, damaged or not as described: we pay, either by sending a prepaid label or by refunding your postage.

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

6. Refunds

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 sooner. For faulty items we refund within 14 days of agreeing the claim. How quickly the money appears then depends on your bank or card issuer, typically a further two to five working days.

7. Exclusions from the change-of-mind right

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

None of these exclusions affect your rights if an item is 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. Return terms for trade orders are set out in the quotation.

9. Your legal rights

Nothing in this policy 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.

If we have not managed to put something right, you can obtain free and impartial advice from Citizens Advice.

Contact

Returns and refunds: operations@fitzalangroup.com

Returns address: Fitzalan Group Ltd, 153 Glenroy Street, Cardiff, CF24 3LA, United Kingdom. Please contact us before sending anything back, so we can confirm the return and match your parcel to your order.

Last updated: 24 August 2026