Returns and Refunds

You have the option to revoke your order in whole or in part if you are not satisfied or for other reasons and return the ordered item(s) to us within 14 days of receiving the goods.

You can find the corresponding withdrawal form here.

The goods are to be returned to the following address:

tennistown GmbH
Enderstraße 88
01277 Dresden
Germany

Section 1 - Returns

Returns from Germany

For returns within Germany, simply use the return label included with the shipment and arrange for the return with DHL (Deutsche Post). The package can be dropped off at any Deutsche Post office or post office. The return from a German address is free of charge for you.

Returns from abroad

For returns from outside Germany, you can choose any logistics service provider to handle the return, as we unfortunately cannot provide a return label. The return costs are not covered by us.

Exchange

Unfortunately, we cannot offer an exchange within an order. Please simply return the unwanted item(s) to us and place a new order for the desired item(s) or, for example, the desired color or size alternative in our online shop.

Notes

For a smooth return/withdrawal process, please observe the following notes:

1) how should I package the return?

Use the original packaging for the return if possible. You may be responsible for the cost of replacing sales packaging that is part of the item.

2) which items are excluded from the right of withdrawal?

Items with custom-made features tailored to personal needs (e.g. rackets strung according to your specifications), items not suitable for return due to health or hygiene reasons, and services are excluded from the right of withdrawal. An exception for the return of such items is only possible with our prior agreement.

3) can I use products before returning them?

If you return used or excessively used goods beyond what is necessary to check the functionality and characteristics of the product, you may be liable to us for the reduction in the quality of the goods and/or for restoring the original condition. To avoid liability, please return only unused, unworn, and preferably original packaged goods to us.

4) can I return goods as a coach or business owner?

We grant a right of withdrawal exclusively to consumers within the meaning of §13 BGB. There is no right of withdrawal for business owners, resellers, and trainers who have ordered goods in the course of their self-employed or commercial activities.

Exceptions to this are only possible with our prior agreement.

5) what should I do if I have lost the return label?

If you have lost the return label, please return the items you wish to return to us using a parcel service of your choice. Unfortunately, we cannot provide a replacement return label.

Please note that we do not accept unfree shipments.

6) what else should I consider?

1. a) Before attaching the return label, please make sure to remove the label from the original shipment. If both the original label and the return label are scannable by DHL on the package, this can lead to a significant delay in the return process as DHL cannot determine which label is valid. Simply crossing out the original label is not sufficient to make the barcode of the original shipment unrecognizable
2. b) Please do not return the return shipment unfree to us - any additional charges incurred by us as a result will be billed to you. A return with our return label is not an unfree shipment.

Section 2 - Refund and Shipping Costs

1) Type of Refund

A refund of the invoice amount or a partial amount will be made

• for purchase on account or prepayment, the amount will be refunded to the bank account provided by you
• for payment by credit card, the amount will be credited to your corresponding credit card account
• for payment via PayPal, the amount will be credited to your corresponding PayPal account

Deviation from this is not possible.

2) Free shipping within Germany

All deliveries within Germany are free of charge (outbound) if one or both of the following criteria are met:

• there is at least one item among the retained items marked as "free shipping" in the shop
• the value of the retained items is over €150

If neither of the two criteria is met after deducting returns, a shipping cost of €5.50 for the outbound shipment will be charged.

The return of non-retained items is free of charge for you within Germany regardless.

3) Free shipping abroad

Free shipping abroad is generally not available. Exceptions can be found on our information page on the shipping conditions.

4) Processing of Refund

The refund will be processed once all returned items have been received by us and checked for integrity and original condition. The time until the refund amount is credited can take up to 14 days.

Section 3 - Defective Items / Damaged Packages

1) Externally damaged packages

If a package arrives visibly damaged or repackaged, please report this immediately to the postman or delivery person and have the damage noted in the scanner device of the delivery person. Only then should you sign.

If hidden damages (damages or partial loss) have occurred, please inform DHL within the complaint period of 7 calendar days from the day following the delivery. This can also be done, for example, by having the package inspected at the post office.

2) Defective / damaged items

If an item from the shipment to you arrives damaged, please contact us immediately by email at the following address info@tennistown.de

The following information is essential:

• Order number or invoice number
• Email address and, if applicable, a phone number where we can reach you
• Name and item number of the damaged product and, if applicable, the size
• A brief description of the type of damage or defect

After contacting us, we will review your request and get back to you as soon as possible by email to inform you of the next steps and potentially coordinate with you.

Section 4 - Special Regulations

Test rackets

Special regulations apply to test rackets. You, as the customer, are responsible for the shipping costs of €5.50 for the delivery of the test rackets, as free shipping is not available.

Returns within Germany can be made using the return label included with the shipment, and in this case, it is free of charge for you. The withdrawal regulations do not apply to orders of test rackets. You can find detailed guidelines on our website under the section Test Rackets.