Returns & Refunds
Returns
Our policy lasts 10 days. If 10 days have passed by since the date of your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Some items are excluded from this returns policy:
1. Items which have been subject to customisation (e.g. custom restring or re-grip) cannot be returned unless there is a manufacturing fault with the original item.
2. Consumable items such as strings cannot be returned as faulty as they can break quickly depending on usage.
3. Sports bras/underwear/socks, sports drinks bottles, face masks, and headwear cannot be returned for hygienic reasons.
4. Stringing machines where the machine has been used.
5. Any ball machines or court equipment.
6. Tennis rackets which were purchased as demo.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing funds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@gsmsports.ae.
Faulty Goods
If you receive a racket that you believe to be damaged/faulty, please email claims@gsmsports.ae immediately and we can arrange to have the faulty item returned back to us at no extra charge. We will then inspect the item and if required, return the goods to the manufacturer for inspection. If the item is deemed faulty under warranty we will replace your item.
Gift Cards
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift purchaser had the order shipped to themselves to give to you later, we will send a refund to the gift purchaser of the item and they will find out about your return.
Returning or exchanging your item
All returns and exchanges are free of charge.
To return your product:-
- Click on the "Account" symbol in the top right hand corner and login
- Navigate to the order you'd like to return or exchange and click "Return"
- Click on 'Proceed' and enter your address, the reason for exchange/return and whether you would like GSM E-Credit or a credit/debit card refund (credit/debit card refund is only applicable if you paid for your items using a credit/debit card)
- Our courier will collect the items from you within 1-2 days
- Once the item is picked up, we will refund the amount as GSM E-Credit within 48 hours.
- Refunds to credit/debit cards can take approximately 5-10 days to show up as credit.
If you are facing any issues creating a return request, please don't hesitate to contact us via:-
- Call us on +971 58 508 6122
- Get in touch via the live chat function in the bottom right hand corner (9am-5pm Monday- Friday)
- Fill in the contact form on the "Contact us" page
- Email us at sales@gsmsports.ae
We will inform our courier to pick up the item from your doorstep within 2 working days.