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Return and Exchange Policy

Return AND Exchange Policy for All Items (Except Xamsa Products)

We do not accept returns or exchanges for any products except for Xamsa racquets and Xamsa racquet bags (see exception policy below). However, in the case of a damaged product or manufacturing error, we offer a free replacement or refund if you contact us within 30 days of product delivery with clear photos showing the damages or defect.

Refund processing time will be approximately three to five days after we have verified that a refund is due.

Please ensure your order contains the right size and colour, as well as the right address and telephone number.

PRODUCTS UNDELIVERED

If the tracking on your package indicates the item was delivered, please file a claim with the shipping carrier.

If carrier tracking indicates that a Product was lost in transit, you may make a written claim for replacement of the lost Product. For Products lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.  All such claims are subject to our investigation and sole discretion. We cannot guarantee delivery to P.O. boxes.

Exception Policy for Xamsa Products:

You can return unused Xamsa products within 30 days of receipt.

  • Products must be unused and returned with all original packaging (plastic tape on racquet grip, etc.).
  • You must contact us by email within 30 days of receipt to inform us you wish to return an item.
  • We will provide you with a Return Merchandise Authorization number (RMA #) along with return instructions within 2 business days.
  • You will need to pay return postage costs directly to the carrier.
  • As a general rule, we will issue a store credit in the amount of the full product cost within 3 business days of receiving your shipment.
  • If you prefer to receive a refund to your credit card, please indicate so in your email. A 10% processing fee will apply to all credit card refunds.

If YOUR XAMSA PRODUCT WAS DEFECTIVE, DAMAGED OR NOT AS DESCRIBED

While Xamsa makes every effort to check your order, the condition of the products, and then to properly package everything so that they arrive to you in excellent condition and ready to be played with, occasionally something may go wrong. If this happens to you, we’re really sorry – and we’ll fix it at our expense.

Canada Orders: If you receive a product that is damaged or not as described, it cannot be returned for a refund. However, we will replace defective or damaged items, and cover the return shipping costs. Please contact us immediately upon noticing any issues.

Upon receiving your return request, we will provide you with a pre-paid return shipping label and send you a replacement. Currently, pre-paid return shipping labels are only available for orders shipping within Canada.

USA Orders: Damaged or misrepresented products cannot be refunded but will be replaced at no cost to you. Customers are responsible for covering shipping costs directly with the carrier. Nevertheless, to assist with these expenses, we offer a reimbursement of $15 for return shipping costs. Please inform us promptly if you encounter any issues.

Upon your return request, we will provide instructions for returning the item. However, pre-paid return shipping labels are currently only provided for orders within Canada.

International Orders: For international orders, customers are responsible for covering shipping costs directly with the carrier. Nevertheless, to assist with these expenses, we offer a reimbursement of $15 for return shipping costs.

Please inform us immediately if you receive a damaged or misrepresented product. Upon confirmation of the issue, we will provide instructions for returning the item and processing a replacement.

We Can’t Accept Cancellations

To get your order to you as soon as possible we send your order immediately to our suppliers to be processed as soon as possible. Because our suppliers have automated and streamlined their processes as much as possible, once the process has started with our suppliers, we can’t cancel it. If you contact us immediately there may be a small chance that the process has not been started. We cannot guarantee this which is why our policy is to not accept cancellations.

But please contact us if you have any problems with your order as soon as possible!