Return up until 15th January 2027.
Items purchased from 21st September 2026 onwards are covered by the extended Christmas window, rather than the standard 30 day period alone.
Christmas Returns & Exchanges
Returns & exchanges
Easy returns for your Tennis HQ order.
Need to return an item, arrange a refund, or report a damaged or incorrect product? Start by contacting Tennis HQ with your order number and return reason. Items must be unused, in their original packaging and returned within the standard return window.
Christmas 2026
Extended Christmas returns.
Buying early for Christmas? Orders placed from 21st September 2026 can be returned up until 15th January 2027, so there is no need to wait before ordering.
Full refund as normal.
Returns requested within 30 days of purchase are refunded as set out in the standard returns policy below, minus the £5.99 label cost if you use Tennis HQ's DHL label.
Gift voucher instead of a refund.
Items returned after the 30 day period and up until 15th January 2027 are credited as a Tennis HQ gift voucher, sent to the email address used on the order.
Unused and in pristine condition.
Items must be unused with the original packaging intact and no labels or sellotape applied to it. Rackets should still have the handle plastic wrap in place, and shoes and clothing should still have boxes and tags attached.
The extended window applies to the return deadline only. The standard stringing rules still apply, so rackets restrung with a string and tension of your choice cannot be returned. Please still email Tennis HQ first with your order number and reason for returning.
1
Request your return
Email Tennis HQ with your order number and reason for returning.
2
Package it carefully
Keep tape and labels off the product and product packaging.
3
Send it back
Use the prepaid DHL label or arrange your own tracked courier.
UK Mainland returns
How to return your item.
You can use Tennis HQ's DHL returns option, or arrange your own return through Royal Mail, a personal courier or another suitable service.
Step 1
Contact Tennis HQ
Email support@tennishq.co.uk with your order number and reason for returning. Once your return has been requested, Tennis HQ can provide a prepaid DHL return label if needed.
Step 2
Package your return securely
Wrap the item carefully and do not apply sellotape directly to the product, product packaging or box. Damage caused by tape or insufficient packaging may result in a charge or refused return.
Step 3
Attach your return label
Once your return has been authorised and the item is packaged, attach the label to the outer parcel only. Do not attach it to the product itself or the product's box.
Step 4
Drop off at a DHL service point
Take the labelled parcel to your nearest DHL E-Commerce service point. Keep your receipt so the return can be tracked if there are any issues in transit.
The prepaid DHL return label costs £5.99. The label is prepaid, so the £5.99 cost is deducted from your refund if you use this service.
Before sending
Return rules at a glance.
Following these points helps avoid delays, deductions or the return being refused and sent back to you.
Returned items should include the original packaging, including racket handle plastic wrap and boxes or tags for shoes and clothing.
Refunds & exchanges
What happens after your return arrives.
Tennis HQ aims to process returns within 14 days of arrival. Refund timing depends on the original payment method and your bank.
| Topic | What to know | Timing / cost |
|---|---|---|
| Return processing | Tennis HQ aims to process all returns within 14 days once the parcel arrives back at the warehouse. | Within 14 days |
| Card refunds | Once the return has been processed, refunds generally appear in your bank account shortly afterwards. | Usually 2-3 business days after processing |
| Exchanges | Tennis HQ cannot reserve stock for exchanges. Return the item for a refund, then place a new order for the replacement item through the website. | New order required |
| Return label deduction | If you use the prepaid DHL label, the label cost is deducted from your refund. | £5.99 if used |
| Shipping costs | Shipping costs are not included in the refund unless the order is returned because it arrived damaged or the incorrect item was received. | Not usually refunded |
| Stringing deductions | Rackets returned with a Stringers Professional Decision restring can be returned, but the refund will not include the restring cost. If the restring was free, a service charge may be deducted. | £25 service charge may apply |
Items that do not meet the return criteria may be refused and returned to you. Tennis HQ reserves the right to charge reasonable losses incurred by this.
Problems & warranty
Wrong items, damage and warranty claims.
Contact Tennis HQ before using the item or removing packaging if anything appears incorrect, damaged or faulty.
Contact within 7 days.
Email support@tennishq.co.uk with your order number and images of the issue. Tennis HQ can then provide a prepaid label and arrange the replacement once the incorrect goods are returned.
Do not use the item.
If an item arrives damaged or faulty, contact Tennis HQ within 7 days and keep the product unused with packaging intact while the issue is assessed.
Keep wrap, tags and boxes in place.
Do not remove racket handle plastic, clothing tags, shoe tags or packaging when reporting a wrong, damaged or faulty item.
Damage through use is handled separately.
If an item has been damaged through use, email support@tennishq.co.uk with details of the damage so the warranty process can begin.
Photos of the issue and your order number will help Tennis HQ deal with the problem as quickly as possible.
Care & address
Reasonable care and return address.
Please look after goods and packaging while deciding whether to keep your order. If arranging your own courier, use the address below.
Keep items in returnable condition.
Please do not use or damage the item or its packaging while deciding whether to keep it. Deductions or refusal may apply if reasonable care has not been taken.
You can choose your own return service.
You may use your own courier, but Tennis HQ is not liable for loss or damage in transit if your own courier is used. Keep your receipt and tracking details.
TennisHQ / Flywalk Ltd
Unit 1 Greatbridge Business ParkBudds Lane
Romsey, Hampshire
SO51 0HA
United Kingdom
No sellotape on product packaging.
Labels and tape should only be applied to the outer parcel, never to the product itself or the product box.
FAQs
Returns questions answered.
Quick answers for the most common Tennis HQ returns, exchange and refund questions.
How long do I have to return a Christmas order?
Items purchased from 21st September 2026 can be returned up until 15th January 2027. Returns made within 30 days of purchase are refunded as normal, and returns made after 30 days and up until 15th January 2027 are credited as a Tennis HQ gift voucher.
How do I start a return?
Email support@tennishq.co.uk with your order number and reason for returning. Tennis HQ will then confirm the next steps and can provide a prepaid DHL return label if required.
How much is the prepaid return label?
The prepaid DHL return label costs £5.99. This amount is deducted from your refund if you use the label.
Can I return using a different courier?
Yes. You can arrange your own return with a courier of your choice, but Tennis HQ is not liable for loss or damage in transit if your own courier is used.
Will I receive a full refund?
If all items meet the return criteria, the item will be refunded in full minus the £5.99 label cost if that service was used. Shipping costs are not included unless the return is due to damage or an incorrect item being received.
How long does a refund take?
Tennis HQ aims to process returns within 14 days of arrival at the warehouse. Once processed, refunds generally appear in your bank account within 2-3 business days.
Can I exchange an item?
Stock cannot be reserved for exchanges. Return your item for a refund, then place a new order for the replacement item through the website.
Can I return a restrung racket?
Rackets with a Stringers Professional Decision restring can be returned, but the restring cost will not be refunded. If your racket was restrung with a string and tension of your choice, it cannot be returned.
What should I do if I received the wrong item or it arrived damaged?
Contact Tennis HQ within 7 days at support@tennishq.co.uk. Include images of the issue and your order number, and do not use the item or remove its packaging.
Need help with a return?
For returns, refunds, exchanges, damaged items or warranty questions, contact Tennis HQ before sending anything back.
Email support support@tennishq.co.uk Contact page +44 (0)2381 449449
Mon-Fri 10:00am - 4:00pm DHL service point Find your nearest drop-off location once your return has been authorised.
Mon-Fri 10:00am - 4:00pm DHL service point Find your nearest drop-off location once your return has been authorised.
Please include your order number whenever you contact Tennis HQ about a return, refund, exchange, delivery issue or warranty claim.
