Delivery, Refunds and Returns Policy

DELIVERY, RETURNS & REFUNDS INFORMATION

Please Note:

Border Rackets is CLOSED on a Monday and online order dispatches typically take place between Tuesday and Thursday.

DISPATCH DAYS

We dispatch orders between TUESDAY & THURSDAY only.

Orders received outside of these days and on weekends will generally be dispatched on the next TUESDAY following placement of order.

If you require your order more quickly please email us on info@borderrackets.co.uk to check options – we are flexible and will try to accommodate your request.

DELIVERY AGENTS

All our goods are dispatched via courier, either DHL, Parcelforce or Royal Mail depending on size and weight.

WEEKEND DELIVERIES

Generally orders will not be delivered on a weekend but if you wish to request this option please email us for details. There is usually an additional charge by our carriers.

SAFE PLACE

Please advise when placing your order, via online, phone or email if it would be more convenient to leave your parcel in a safe place, or with a neighbour. We can pass these instructions onto our carrier’s; however, this would be at your own risk.

CHARGES

Postage & Packaging is charged on all deliveries within the UK & NI as follows: –

Standard UK Delivery

Free for orders above £100.00 in value otherwise £4.95

Timescale: 3-5 working days

Express UK Delivery

£7.95 for rackets, paddles, bags, clothing, and accessories.

(Court equipment such as nets, training aids and oversize items fall outside this rate and may be subject to higher postage charges)

Timescale: 24 hrs from day of order (occasionally this can extend to 48 hrs subject to courier logistics).

**If you are relying on a 24 hr service please mention at the time of order in the comments section so we can take every step to make this possible**

STANDARD DELIVERY SERVICE, UK

A free delivery service of 3-5 working days timescale is available on all orders over £100 to Mainland UK addresses.

Orders less than £100 will attract a shipping charge of £4.95
If you require your order more rapidly please get in touch with us to discuss any options as there are usually Express services available at a cost.
For a specific shipping quote please email us info@borderrackets.co.uk or call 01228 272426 during our opening times.
Please note that smaller and lighter items which can be sent via Royal Mail are done so and can be charged at a reduced rate.
Please contact us for further information

Scotland (Highlands)

Large packages; ie. rackets, full tennis ball boxes, bags
3-7 working days delivery
£11.95
Smaller items may be suitable to send with Royal Mail at a reduced rate and in such cases please email us and we will arrange this.

Scotland (Lowlands)

Large packages; ie. rackets, full tennis ball boxes, bags
2-5 working days delivery
£11.95
Smaller items may be suitable to send with Royal Mail at a reduced rate and in such cases please email us and we will arrange this.

Scottish Islands (Orkney, Hebridean & Shetlands)

Large packages; ie. rackets, full tennis ball boxes, bags
3-7 working days delivery
£15.95
Smaller items may be suitable to send with Royal Mail at a reduced rate and in such cases please email us and we will arrange this.

Northern Ireland

Large packages; ie. rackets, full tennis ball boxes, bags
3-7 working days delivery
£15.95
Smaller items may be suitable to send with Royal Mail at a reduced rate and in such cases please email us and we will arrange this.

Channel Islands & Scilly Islands

Large packages; ie. rackets, full tennis ball boxes, bags
3-10 working days delivery
£15.95
Smaller items may be suitable to send with Royal Mail at a reduced rate and in such cases please email us and we will arrange this.

Isle of Man & Isle of Wight

Large packages; ie. rackets, full tennis ball boxes, bags
3-10 working days delivery
£11.95
Smaller items may be suitable to send with Royal Mail at a reduced rate and in such cases please email us and we will arrange this.

Europe / Rest of World delivery

Please enquire via email to info@borderrackets.co.uk

EXPRESS DELIVERY SERVICE, UK

An Express Service is available at an additional charge of £7.95.
Dispatches are between Tuesday to Thursday, excluding Weekends and Bank Holidays.
Orders placed on a Weekend or Bank Holiday will not be dispatched until the next available weekday (Tuesday to Thursday)
This service is available to UK Mainland only

Variations to the above are as follows: –

Please be aware that customisations such as racket restringing, string upgrades and racket modifications can occasionally result in a 24-hour delay in dispatching your order at times when we are busy.

In the rare event where an Express Service has been ordered but we cannot meet the schedule, we will contact you to make you aware of any delay and refund your delivery charge if we fail to dispatch on schedule.

We are only delivering to UK & NI addresses at the moment. We are not delivering to EU or ROW until further notice.

SALE OR RETURN

We do not offer goods on a ‘Sale or Return’ basis.

RETURNS

We will exchange or refund your unused purchase if you return it within 28 days of receipt as long as it is in the same ‘brand new’ condition as it was sent.

All items must be returned as new and with all packaging / labels still attached.

Rackets: If the racket is supplied strung to your requested specification, we will not be able to accept a return as it has been customised especially for you.
If it is factory strung, then we can accept a return as long as the handle is still wrapped in its protective cover and the strings are intact.

Footwear: Tags attached, boxes untaped, no soiling of soles or in-soles
We recommend you try them on indoors and not use them outside or on court if there is a chance you intend to return them

Simply post your goods back to us in its original packaging, together with a copy of your invoice or delivery note, or a brief letter including your name and contact details explaining the reason for the return and how you would like us to proceed.

Refunds and exchanges will only be approved for goods that are in resaleable condition and accompanied by your contact information. In some instances we may request proof of purchase.

Any return postage costs are the responsibility of the customer; we do not offer a Free Returns Service.

If the goods are being returned due to reasons other than defect, or the wrong item has been sent, we will deduct the following fees from any refund: –

1.Order Processing Fee: We incur a charge from our payments processor (STRIPE) on any transaction made via our website.

2.Shipping/Postage Charge: Any charges we incurred to send you the goods are the responsibility of the buyer/customer.

Please ensure you ask for proof of postage from your return postage agent. We regret that we cannot be held responsible for returned goods lost in transit. If in doubt, please call us for advice on 01228 272426.

FAULTY GOODS RETURNS OR EXCHANGES

In the first instance if an item is found to be faulty or damaged, please notify us via phone or email. Please do not return any goods before contacting us to discuss further so we can advise you how to proceed.

Numerous products are covered by warranty, and it may be possible to return the goods to the manufacturer/supplier for a replacement, but only after we/they have assessed the nature of the fault. If it is possible to supply images of the fault via email that may be helpful in expediting matters.

These are our contacts points for returns and/or refund requests: –

Telephone: 01228 272426 or Email: info@borderrackets.co.uk

To comply with Health & Safety any faulty items returned to Border Rackets for assessment of a refund or exchange must be in a clean and dry condition. Regrettably, we will not process items that do not meet these criteria and any items in an unacceptable condition will be returned to you and no refund will be offered.

For certain fault claims the manufacturer/ supplier may require to see the item(s) before an exchange or refund can be agreed. This can sometimes take several weeks to resolve. Please allow between 4-6 weeks.

If the goods are deemed faulty, we will refund your reasonable return postage costs to the value of what we would expect this to cost us.

SUMMARY

1. Contact us with details first at info@borderrackets.co.uk ideally providing a photo, plus your order number and contact details.

2. We will contact you to discuss the next steps and keep you informed if the goods require returning to the manufacturer/ supplier for assessment.

3. Once we have an answer, and if the goods are deemed faulty, you will be offered a replacement in exchange.

4. If the goods are not faulty, we will return them to you at a cost of £7.95. The return postage charge must be paid before we return any items.

RETURNING ITEMS HAVING CHANGED YOUR MIND

There are two preferred options for you to carry out a return and these are as follows: –

OPTION 1 – Return to store in person.

Please contact us to request a Returns Form which we will email you.

Please complete the Returns Form and bring it with the goods you intend to return to our shop.

OPTION 2 – Return via Courier/Parcel Service

1. Please email us advising the nature of your return and contact details.

2. We will email you our Returns Form and you should complete it and enclose with your return.

2. Package up your parcel enclosing the form with the goods being returned.

(NB: Please make sure not to apply any tape on the product box/packaging itself)

3. Take your parcel to your selected courier service drop-off point.

4. Obtain proof of postage – we recommend you use a trackable service option (We regret that we cannot be held responsible for returned goods lost in transit).

6. You are responsible for any costs involved in returning the goods.

REFUNDS

We are only able to process refunds via the original payment method used for the purchase.

Due to the payment processes involved with third party secure transactions you should allow between 3-10 days for this to reach your account (typically refunds usually arrive within 3-5 days) before contacting us if you believe you have not received any refund due.

DISTANCE SELLING REGULATIONS

The Distance Selling Regulations state that your right to cancel an order starts from the moment you place your order and does not end until seven working days from the day after you receive your goods.

We will issue you with a full refund however you will need to return the entire order at your own cost and in all cases the goods must be in an unused and resaleable condition with all tags and labels attached. The goods will be inspected on their return prior to refunding you.

If you decide to cancel the contract for your order with Border Racquets Ltd you must let us know in writing (email is fine), quoting your customer order reference. We will acknowledge your request by email. As a result of cancellation we are entitled to recover our postage and transaction costs in relation to your order.

Email: info@borderrackets.co.uk

Return Address: Border Rackets Ltd, Chatsworth Tennis Club, St Aidans Road, Carlisle, Cumbria, CA1 1LS.

LATE OR MISSING REFUNDS

If you haven’t received your refund within 10 days, please do not hesitate to contact us: Telephone: 01228 272426 or Email: info@borderrackets.co.uk

RETURN OF GOODS BOUGHT IN-STORE

Goods bought in store (except for “Sale” items) can be returned to us in person for a full refund or exchange within 30 days of purchase provided they are in resaleable condition accompanied by proof of purchase.

We do not accept the return of “Sale” items bought in store as these are purchased as seen and are not eligible for return or refund.

JULY 2024

Telephone: 01228 272426 or Email: info@borderrackets.co.uk

Address: Border Racquets Ltd, Chatsworth Tennis Club, St Aidans Road, Carlisle, Cumbria, CA1 1LS.