Refund policy

1. Introduction

We at Sam's Strings strive to provide the highest quality postal racket stringing service. If you are not completely satisfied with our service, please review our return and refund policy to understand your options.

2. Eligibility for Returns and Refunds

  • Service Dissatisfaction: If you are unhappy with the stringing quality or service received, you are eligible for a re-string within 14 days of receiving your racket.
  • Incorrect Stringing: If the string tension or type does not match your order specifications, we will re-string your racket free of charge.

3. Non-Returnable Items

  • Personal Preferences: Refunds or re-strings will not be provided for personal preference issues (e.g., not liking the string type or tension after trying it).
  • Wear and Tear: Normal wear and tear of strings and rackets are not covered by this policy.
  • Damaged rackets: We do not accept any responsibility for damaged rackets due to courier issues.

4. Process for Returns and Refunds

  • Initiating a Return: Contact our customer service team at info@sams-strings.co.uk within 14 days of receiving your racket. Provide your order number and a detailed description of the issue.
  • Inspection and Approval: Once your re-string request is received, we will inspect the returned item. You will be notified of the approval or rejection of your re-string within 7 days.
  • Shipping: You will be responsible for paying the shipping costs for returning your racket. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

5. Refunds

  • Processing Time: Once your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
  • Partial Refunds: In some cases, only partial refunds may be granted (e.g., if the racket shows signs of use beyond what is necessary to inspect it).

7. Contact Information

For any questions or concerns regarding your return or refund, please contact us at:

  • Email: info@sams-strings.co.uk
  • Phone: 07585815540
  • Address: 16 Townmead Road, Waltham Abbey, Essex, EN9 1RP

Thank you for choosing Sam's Strings for your racket stringing needs. Your satisfaction is our priority.