Returns and Refunds

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

You can find the corresponding withdrawal form here.

The goods should be returned to the following address:

tennistown GmbH
Enderstraße 88
01277 Dresden
Germany

Section 1 - Returns

Returns from Germany/Austria

For returns from within Germany, it is easiest to use the return slip included with the shipment and to instruct DHL (Deutsche Post) to handle the return. The package can simply be dropped off at any Deutsche Post acceptance point or post office. Returns from a German address are free of charge for you.

Returns from abroad

For a return from outside Germany/Austria, you can instruct any logistics service provider of your choice; unfortunately, we cannot provide a return slip. We do not cover the costs for the return.

Exchanges

Unfortunately, we cannot offer exchanges within an order. Please simply return the unwanted item(s) to us and reorder the desired item(s) or, for example, the desired colour or size alternative in our online shop.

Notes

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

1) What should I use to package the return?

Please use the original packaging for the return if possible. You may have to bear the costs for replacing sales packaging that is part of the goods.

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

Excluded from the right of withdrawal are items with custom-made specifications that are clearly tailored to personal needs (e.g., rackets strung according to your specifications), goods that are not suitable for return for reasons of health protection or hygiene, as well as services. An exceptional return of such items is only possible with our prior consent.

3) May I use products before a return?

If you return goods that have been used beyond the necessary examination of the functionality and characteristics of the product, you are liable to compensate us for the reduction in the quality of the goods and/or for restoring the original condition.

To avoid a compensation obligation, you should only return unused, unworn, and preferably original packaged goods to us.

4) May I also return goods as a trainer or business owner?

We grant the right of withdrawal exclusively to consumers within the meaning of §13 BGB. There is no right of withdrawal for business owners, resellers, and trainers for goods ordered in the context of their professional self-employment or commercial activity.

Exceptions to this are only possible with our prior consent.

5) What should I do if I have lost the return slip?

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

Please note that we do not accept unpaid shipments.

6) What else should I consider?

1. a) Please be sure to remove the shipping label before attaching the return slip. If both the shipping and return labels are scannable by DHL on the package, this can lead to a significant delay in the return, as DHL cannot determine which label is valid. Simply crossing out the shipping label is not sufficient to make the barcode of the shipment unrecognizable.
2. b) Please do not send the return back to us unpaid – we will otherwise charge you for any additional fees incurred. A return with our return slip is not an unpaid shipment.

Section 2 - Refunds and Shipping Costs

1) Type of Refund

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

• for purchases on account or payment by advance payment or immediate transfer to the bank account you provided
• for payment by credit card, the amount will be credited to your corresponding credit card account
• for payment by PayPal, the amount will be credited to your corresponding PayPal account

 Deviations from this are not possible.

2) Free shipping within Germany

Shipping is free (outgoing) within Germany for all deliveries where one or both of the following criteria are met:

• at least one of the retained items is marked in the shop with the addition "free shipping"
• 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 outgoing shipment will be due.

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 provided. Deviations from this can be found on our information page regarding shipping conditions.

4) Processing of Refunds

The refund will be processed as soon as all returned items have arrived and a check for integrity and original condition of the items has been completed. The time until the credit of the refund amount 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 delivery person's scanner device. Only after that should you sign.

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

 2) Defective / Damaged Items

If an item from the shipment arrives damaged, please contact us immediately via 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 you have contacted us, we will review your request and get back to you as soon as possible via email to inform you of the next steps and coordinate with you if necessary.

Section 4 - Special Regulations

Test Rackets

Special provisions apply to test rackets. The shipping costs for the delivery of the test rackets amounting to 5.50€ are to be borne by you as the customer; free shipping is not provided.

The return can be made within Germany using the return slip included with the shipment and is free of charge for you in this case. The regulations for withdrawal do not apply to orders of test rackets. A detailed guide can be found on our homepage under the section Test Rackets.