Returns Policy

Extended Christmas Returns Period

Please note items purchased from Monday 20th November can be returned up until 14th January.

21 Day Returns Policy

If you wish to return your item(s) for any reason, you may return them within 21 days after dispatch. To qualify for a refund or exchange, items must be in a new, merchantable condition with all original labels and packaging intact. Products must be in an unworn state. If there are light deposits of dust/dirt for example on the sole of shoes that have arisen purely from trying on for size suitability, please would you remove before returning. If items are received very slightly soiled but otherwise still able to be re-sold, we will clean and re-package, however this may delay the return process.

Returns should be logged through our Returns Portal link below where we also give the option of using an automatically generated return label with Royal Mail. This label is free if the item(s) being returned are to be exchanged, however there is a charge of £3.99 for this label if any quantity of items are being returned for a refund. This is deducted from the credit as opposed to you paying upfront at the Post Office. You are not obliged to use this service and of course may use your own courier to return your item(s) if you prefer. Please note the return label generated via the Return Portal is available for addresses within Mainland UK only.

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.

Rackets which have been restrung by Direct Sports can still be returned provided all original packaging and labels are still intact. There will be a £20 charge to cover the string and the restring service. Please note that any rackets which have been personalised in any other way, for example if they have had a grip fitted, cannot be returned.

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 product’s warranty and will be returned to you.

Please arrange your return using the Returns Portal: https://www.directsportseshop.co.uk/return

Please send back the item(s) in the original outer packaging and attach all labels to this, not the item’s actual branded packaging. If you do not have the original outer packaging, please use something equally suitable to protect the item/s.

INTERNATIONAL AND NON-MAINLAND UK RETURNS

Please return goods to:
Direct Sports Ltd
Returns Dept
Evolution
Wynyard Business Park
Stockton-on-Tees
TS22 5TB

Please use the returns portal above but note you will need to arrange your own carrier as the return label mentioned above is only for mainland UK addresses. 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.

REFUNDS AND EXCHANGES

We aim to process refunds and exchanges within 48 hours (Mon-Fri) of receiving your return. You will receive an email to confirm once your return has been processed.

FAULTY/WARRANTY ITEMS

If a fault has occurred with your product please return the item in a well packaged box and include 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 the 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 product's manufacturer and they make all decisions 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 after having the goods for more than 30 days before a fault is reported, you will be ineligible for a refund. Any faults reported after 30 days, where the warranty has been accepted, you will be able to receive either a replacement or a credit for the amount that you have paid for the faulty goods.

Please note that strings, customised re-strings, grips, grommets, insoles and laces are consumable and are exempt from the above policy.

CANCELLATION POLICY

Subject to the provisions of our Refund/Returns Policy outlined above, any customer has the right to cancel their order within 14 days of receiving the order. The order cancellation procedure is identical to the Refund/Returns stated above.