Retoure
Easy returns
To make returns as easy as possible for you, the Tennis-Point returns service is available to you. Here we will explain to you in just a few simple steps how you can return goods to us without any problems and, above all, free of charge.
- Create & print shipping label online.
- Cover the old label on the package with the new label.
- Leave the package with the parcel service provider.
Return
Would you like to return an item?
If you don't like an item or the size doesn't fit, you can simply send it back to us. Use ours Returns service for your return and conveniently download your return label and return slip.
To ensure a smooth returns process, please follow the steps below:
- For the sake of the environment, please use the shipping box to return the ordered goods. Make sure the item and box are undamaged, and pack delicate items appropriately.
- Please create the returns label and return slip via our returns portal.
- Fill out the return form: enter the number of items returned. Place the return slip in the package.
- Stick the return label onto your return package so that it is wrinkle-free and easy to read. Simply tape over the old label or make it unrecognizable.
- Make sure your package is properly and tightly sealed before delivery.
- Go to the specified local parcel service and send the items back to us.
- Keep the receipt until you have received confirmation from us that your return has been received.
Complaint
Would you like to complain about an item?
Sometimes items may have defects or be defective. In this case, you can of course send the item back to us and we will file a complaint with the respective manufacturer. Depending on your wishes, you will either receive a voucher for the amount or we will send you a replacement item as quickly as possible.
If your complaint is within the 30-day return period, please use our returns process on the left.
If your purchase is outside the 30-day return period, you will find here instructions on how to submit a complaint to us. Enclose this document in the package and then follow the return process instructions on the left.
Refund
Now it's our turn!
We check the validity of your return or complaint. In the event of a valid return, we will immediately refund the purchase price. The refund will be made using the same payment method you used for the original purchase.
Average refund time depending on payment method:
Credit card: 2-3 business days
PayPal: 2-5 business days
Google Pay: 2-5 business days
Klarna: 2-3 working days
Please note that in exceptional cases the refund can take up to 14 days, depending on the payment service provider. However, you can rest assured that you will receive your money. During this time you don't have to worry about anything.
If the return or complaint is rejected, we will contact you.
Consumers have a right of withdrawal in accordance with the following provisions, whereby a consumer is any natural person who concludes a legal transaction for purposes that cannot be predominantly attributed to either their commercial or independent professional activity:
A. Cancellation policy
Right of withdrawal
You have the right to cancel this contract within fourteen (14) days without giving any reason.
The cancellation period is fourteen (14) days from the day on which you or a third party named by you who is not the carrier took possession of the last goods.
In order to exercise your right of withdrawal, you must contact us (Tennis-Point Europe GmbH, Hans-Böckler-Str. 29-35, 33442 Herzebrock-Clarholz, Germany, Tel.: +49 (0) 5245 / 8353 - 200, Email: [email protected]) inform you of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or email). You can use the attached sample cancellation form, although this is not mandatory.
In order to meet the cancellation period, it is sufficient that you send the notification of your exercise of the right of cancellation before the cancellation period expires.
Consequences of revocation
If you revoke this contract, we must repay to you all payments that we have received from you, including delivery costs (with the exception of the additional costs resulting from your choosing a type of delivery other than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we received notification of your revocation of this contract. For this repayment we use the same payment method that you used for the original transaction, unless something different was expressly agreed with you; under no circumstances will you be charged any fees as a result of this repayment. We may refuse repayment until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever is the earlier.
You must return or hand over the goods to us immediately and in any case no later than fourteen days from the day on which you notify us of your cancellation of this contract. The deadline is met if you send the goods before the fourteen day period has expired.
We bear the costs of returning the goods.
You are only liable for any loss in value of the goods if this loss in value is due to the handling other than what is necessary to establish the nature, characteristics and functionality of the goods.
Exclusion or premature expiry of the right of withdrawal
The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for the production of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.
The right of withdrawal does not apply to contracts for the delivery of newspapers, magazines or magazines, with the exception of subscription contracts.
The right of withdrawal expires prematurely for contracts for the delivery of sound or video recordings or computer software in a sealed package if the seal has been removed after delivery.
General information
- Please avoid damaging or contaminating the goods. If possible, please send the goods back to us in the original packaging with all accessories and all packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage.
- If possible, please do not send the goods back to us carriage paid.
- Please note that the aforementioned numbers 1-2 are not a prerequisite for the effective exercise of the right of withdrawal.
B. Cancellation form
If you want to cancel the contract, please fill out this form Form and send it back.
On
Tennis Point Europe GmbH
Hans-Böckler-Str. 29-35
33442 Herzebrock-Clarholz
Germany
Email: [email protected]
Money back promise
What are the terms and conditions of our “30-day money back promise”?
Regardless of your statutory right of withdrawal as a consumer, we also give you the opportunity to withdraw your contractual declaration within 30 days in text form (e.g. by letter, fax or email).
To ensure a smooth process, please follow the steps below:
- The period of 30 days begins on the day on which you or a third party named by you who is not the carrier has or has taken possession of the last goods. To meet the deadline, it is sufficient to return the goods on time (date of delivery receipt).
- The revocation must be sent to: Tennis-Point Europe GmbH, Hans-Böckler-Str. 29-35, 33442 Herzebrock-Clarholz, Germany, email: [email protected]
- When exercising the extended contractual right of withdrawal, the goods must be in their original packaging (if the goods were delivered in appropriate packaging), complete, unused (if the delivery was new) and undamaged.
The money-back promise does not apply to customized products or services already provided. For example, when using the racket stringing service, only the purchase price of the racket can be refunded.
This does not affect your statutory defect rights if the goods were already defective upon delivery.
Frequently asked questions
Why is my return not yet confirmed?
We will confirm your return with credit for the goods as soon as they have been processed. Please note that there may be delays between the package being delivered and us processing it. If your return is received a few days afterArrival at our warehouseIf it hasn't been recorded, let us know.
There are parts missing from my credit. What should I do?
In rare cases this can happen. Please contact us with detailed information about which items you believe are missing from the credit. In particular, please send a copy or photo of the parcel service provider's proof of delivery. Without proof of submission, your request cannot be answered. We will then check your credit. We hope for your understanding that in some cases this may take a few days.
How do I return something?
You can create your documents for all orders via our returns website by providing the order number and email address. The documents contain your label and a shipping slip showing the parts you are returning.Please be sure to include this accompanying note in the package.Our returns label contains a QR code that you can show to your parcel shop so that the sticker can be printed.
Please note that your return is not always free.
What happens to my vouchers?
Promotional codes:
Certain vouchers are subject to conditions and expire if, for example, the items you have kept are below the minimum order value or this discount only applies to a product group (part of which you have returned).
Gift vouchers/value vouchers:
Your voucher codes will not be reactivated if you have used them once. Contact us and we will be happy to help you.
Will I receive a new invoice if I return a partial item?
No. Your payment amount or your refund results from the difference between the invoice amount and your return shipment. The payment reference provided on the invoice continues to apply to any payments.
When and how will I get my money back?
Once your return has been processed, you will receive your money back as quickly as possible using the payment method you initially selected.
Please note that debits (e.g. from Paypal or credit cards) do not always flow back to the bank account on file, but often remain in this payment account.
As a rule, you will receive your refund, depending on the payment method, within 3-5 working days after booking the credit. We thank you for your patience.