Updated at 13-04-202-03-22
All purchases are covered by our 14 day exchange or refund promise.
Returns should be sent to:
Racket Academy
17 Dilworth Ave,
Remuera,
Auckland 1050
Returns can only be accepted in original packaging/ unworn/ with labels or shoe tags still attached within 14 days of receipt of order. Please enclose your order number, proof of purchase and your full contact details.
If you would like to amend or cancel your order before it has been disptached, please contact us immediately on 09 972 2010 or liam@racketacademy.co.nz. We do despatch all orders as promptly as possible so if your order has already been sent before you cancel it, we will unfortunately only be able to refund you less any postage costs (if applicable).
We cannot accept any used rackets back as we are unable to resell used products. We recommend any unwanted but used items are resold by the customer using a third party such as trademe. Any rackets which have been used or where the wrapper has been removed from the handle will be returned to you as we cannot sell such products as new as it is not fair on our valued customers to whom we work hard to supply a high quality product. If you are unsure about which racket to choose, please drop us an email for advice or take advantage of our unique ‘ten day trial’ service (see below).
Customers are responsible for the cost of returning any unwanted items to us unless the item is faulty or has been sent in error (see below).
To help customers find a racket which suits them we introduced the ten day racket trial. Please see conditions below:
10 day Racket Trial ReturnsWe are only able to offer a full refund if the original grip wrapping/tags are still in place.
The cost of returning any item to us is your responsibility. We recommend using NZ couriers for convenient, cost effective returns.
We can also exchange the goods for an alternative product although you will be responsible for any further postage costs.
Please check the details of your order carefully to ensure that you have ordered the correct sizes.
Our shoe sizes are quoted in US sizes primarily so please ensure that you refer to the sizing charts or email us at liam@racketacademy if you have a query on international conversion.
In the unlikely event that an item is faulty or has been sent in error we will also refund your return postage in accordance with our terms as detailed below.
We recommend that you use the convenient, tracked NZ couriers service for all returns (rather than more expensive special delivery or upgraded courier services) as we are usually only able to refund postage equal to the value of the basic service.
We recommend that you obtain proof of posting/adequate insurance for all returns as we are sorry but we cannot be held responsible for returned items lost in transit.
Please note that if you order items over $75.00 allowing you to qualify for free NZ delivery but subsequently return items taking your retained order value to under $75, we reserve the right to refund you less the $5 standard NZ delivery charge which would have originally been applicable.
Bundle returnsPlease note that if you return one or more items from a bundle deal, any items which you retain will be charged at their normal current full price as if they had been purchased individually in the first instance. Bundle prices only apply if all items in the bundle are purchased and retained.
Warranty claimsWe receive a small number of returns each week and our team work hard to resolve any issues with faulty products as quickly as possible, please be aware that there are very specific conditions regarding racket returns as outlined below.
Any rackets which are returned but which are outside of the guidelines for a warranty claim will be returned to you as whilst we work extremely hard at customer service we can only replace products which are genuinely covered by warranty.
The ‘life’ of any racket will depend on the playing standard and style of an individual user. All our suppliers reserve the right to accept, under warranty, only those rackets considered damaged arising from normal conditions of play for a period of one year from date of purchase. They will replace (at the company’s discretion), any frame found to be defective with proof of purchase within the warranty period. This policy does not apply to any defect caused by negligence, abuse or misuse of the product. In addition, none of the brands offer any form of warranty in relation to string breakage or wear.
Here are the manufacturers’ guidelines in respect or racket replacement:
Frame crack without excessive wear
Diagonal frame cracking, in any area of the frame that has little or no associated visible wear associated is generally a result of a manufacturing defect. Frame cracking with no visible wear is covered under the Warranty Policy.
RESULT: Damaged Racket will be replaced.
Racket Handle or Shaft damage
All racket handles (excluding grip wear) or shaft breakages that have no impact evidence or excessive wear associated to them are generally considered to result from manufacturing defects. Racket handle and shaft breakages are covered under the warranty.
RESULT: Damaged Racket will be replaced.
String Pull-Through
A collapse of the racket head between string holes – as a result of the string ‘pulling through’ the frame – are generally the result of a manufacturing defect. String pull-through is covered under warranty.
RESULT: Damaged Racket will be replaced.
ExclusionsImpact damage
Cracks or fractures on any part of the frame that are accompanied by dents, scratches or flat spots will be considered as caused by a strong impact on the ground or a sharp corner and are therefore deemed as a result of racket abuse. Racket abuse is not covered by warranty.
RESULT: Damaged Racket will not be replaced.
Excessive wear
In general terms, breakages resulting from manufacturing defects occur within the early period of racket use. Breakages resulting after longer term use and characterised by excessive wearing of the paint or frame are considered as normal use with regard to the ‘life’ of the racket. Bumper and grommet strips are made of high quality Nylon materials and are subject to wear. These can be replaced by local specialist dealers and are not covered by warranty. Excessive wear is not covered by warranty.
RESULT: Damaged Racket will not be replaced.
String/grommet Breakage
The brands do not offer any form of warranty on string wear or breakage or snapped grommets.
RESULT: Damaged rackets will not be replaced.
Multiple cracks
In general terms, manufacturing defects result in a single frame crack or fracture. Multiple frame cracks are almost always the result of racket misuse and abuse. Multiple frame cracks are not covered by warranty.
RESULT: Damaged Racket will not be replaced.
Improper Stringing
Damage caused to the racquet frame resulting from improper re-stringing or improper mounting of the racquet in the machine or damaged caused by the clamps slipping during the stringing process are all characterised by frame cracking, paint chipping or paint scratching on the inside of the racket hoop. The brands recommends that rackets are always strung by certified stringing professionals at specialised dealers. Improper stringing is not covered by warranty.
RESULT: Damaged Racket will not be replaced.
Racket Butt Cap
The racket butt cap is generally stapled to the racquet handle. On occasions, butt caps can become lose or detached. This issue can be easily and quickly repaired by removing the grip and either stapling or gluing the butt cap on to the handle. Loose racket butt caps are not covered by warranty.
RESULT: Damaged rackets will not be replaced.
This policy does not affect your statutory rights.