Refund policy

We want you on court with gear that works for you. If something isn't right, here's how we sort it out.

The short version

You have 14 days from the day you receive your order, or buy in store, to return an unused item in its original condition and packaging with proof of purchase. Refunds go back to the original payment method.

What we can take back

Items must be unused, unworn and in the condition you received them, with tags attached and packaging intact. Try shoes on indoors only — once a sole has been on a court or the street we can't resell them.

What is final sale

Some things can't come back, and it's worth knowing before you order:

  • Rackets that have been strung. Once we've strung a frame to your tension it's custom work and can't be sold as new. If you're unsure about a racket, buy it unstrung or come in and demo first.
  • String sets and reels that have been opened. Sealed packaging only.
  • Grips, overgrips and socks once opened, for hygiene reasons.
  • Sale and clearance items, sold as-is.
  • Gift cards. They're non-refundable, and they never expire.
  • Stringing and other services once the work is done.

Faulty, damaged or wrong items

This is different and the rules above don't apply. If something arrives damaged, turns out to be faulty, or isn't what you ordered, contact us within 14 days of receiving it and we'll make it right at our cost — replacement, repair or refund, whichever suits you. Photos are needed to help us move quickly.

Manufacturer warranty claims on frames and shoes are handled through the brand. We'll help you file them.

How to start a return

  1. Email info@therackethouse.ca or call (236) 420-6161 with your order number and what you'd like to return.
  2. We'll confirm the return and tell you where to send it.
  3. Ship it back, or bring it to the shop at 14-1771 Cooper Road, Kelowna.

Please talk to us before sending anything back — unannounced returns can go astray.

Return shipping

For change-of-mind returns, return shipping is at your cost and the original shipping charge isn't refunded. Use a trackable service: until a parcel reaches us it's still your responsibility. If the return is our error or the item is faulty, we cover the shipping.

Returning in person at the shop is always free.

Exchanges

The quickest way to swap a size or colour is to return the original for a refund and place a new order, so you're not waiting on stock. We're happy to do straight swaps in store when we have the item on the wall.

Refund timing

Once your return reaches us we'll inspect it and email you either way. Approved refunds go back to the original payment method within a few business days. How quickly it lands is up to your bank or card issuer — usually another 3 to 10 business days.

Questions

Ask us before you buy if you're unsure. That's what we're here for.

The Racket House
14-1771 Cooper Road, Kelowna, BC V1Y 7T1
info@therackethouse.ca · (236) 420-6161