Shipping & Returns Guide
Shipping & Returns Guide
Tennis Rackets Europe ships from Lisbon, Portugal, to players across Europe and worldwide. This guide covers delivery, returns, and your rights as a customer.
Order Processing
Most orders are prepared within 1–3 business days. During busy periods or for rare-item verification, processing may take up to 5 business days. If you need an item urgently, contact us before ordering.
Estimated Delivery Times
- Portugal: 1–3 business days
- Europe: 3–10 business days
- Worldwide: 5–15 business days
Delivery estimates are indicative. Delays may occur due to customs, public holidays, carrier routing or disruptions outside our control.
Tracking
Once your order ships, you will receive a tracking number by email when tracking is available for the selected service. If tracking has not updated for longer than expected, contact us with your order number and tracking link.
Customs & Import Charges
Orders sent between EU member states are not subject to customs duties. For destinations outside the EU, local customs duties, import taxes and clearance fees may apply and are normally the responsibility of the recipient. Check your destination's import rules before ordering.
Returns & Your Consumer Rights
EU Customers — 14-Day Right of Withdrawal
If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, subject to the applicable legal rules and exceptions.
To exercise this right, notify us within 14 days of delivery by contacting us at tennisracketseu@gmail.com with your order number and a clear statement of your intention to withdraw.
You must return the item within 14 days of notifying us. Return shipping costs are your responsibility unless the item is defective or incorrect. We will issue the applicable refund to your original payment method within the legal deadline; where permitted by law, reimbursement may be withheld until the goods are received back or you provide evidence that they were sent back, whichever occurs first.
If the item shows signs of use or handling beyond what is necessary to assess its nature, characteristics and functioning, we may deduct an amount reflecting the diminished value of the product where permitted by law.
Exceptions to the Right of Withdrawal
The 14-day withdrawal right does not apply to goods made to your specifications or clearly personalised. In practice, this may include:
- Tennis string cut to a custom length from a reel at your request
- Rackets strung by us before dispatch to a string and tension you specifically selected
Where an exception applies, we will communicate it before purchase.
The right of withdrawal is not excluded merely because an item is rare, pro stock or sourced to order. Handling after delivery may, however, affect the item's value and any applicable deduction.
Returns Outside the EU
If you are based outside the EU, please contact us before returning anything. Return eligibility depends on the applicable terms and law, the product, condition and timing.
Legal Guarantee of Conformity
Separately from the withdrawal right above, consumer goods carry the legal guarantee of conformity under Portuguese law (Decreto-Lei 84/2021).
New goods — including new strings, accessories and any racket sold as new — carry a 3-year legal guarantee from delivery.
Goods explicitly sold as second-hand or used may have the legal guarantee period reduced to 18 months only where this is agreed with the consumer in accordance with Portuguese law. This can include player-used frames and pro stock frames when the individual item is actually sold as used. The terms pro stock or player-linked, by themselves, do not determine whether a racket is new or used.
Condition and known deviations should be disclosed on the individual listing before purchase. A specifically disclosed characteristic that the consumer expressly and separately accepts may be treated differently under the applicable conformity rules.
The legal guarantee exists independently of the return policy above.
Defective or Incorrect Items
If your item arrives defective, damaged, or different from what you ordered, contact us promptly with your order number and photos so we can assess and resolve the issue under the applicable consumer rules.
Cancellations
If you wish to cancel an order that has not yet been dispatched, contact us as soon as possible at tennisracketseu@gmail.com. We will do our best to stop the shipment. If the order has already been dispatched, the applicable return process applies upon receipt.
Before Buying Rare or Pro Stock Gear
If you are unsure about a pro stock or rare frame, ask for extra photos or condition confirmation before ordering. We are happy to help you make the right decision before purchase.
Complaints Book
Under Portuguese law, you can submit a complaint through the official electronic complaints book: Livro de Reclamações Eletrónico.
Contact
For any shipping or returns question, contact us at tennisracketseu@gmail.com.