At Head Store, we want you to be completely satisfied with your padel and tennis equipment purchases. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process for most items within 15 days of receiving your shipment.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused, in its original condition, and in the original packaging
  • You must initiate the return within 15 days of receiving your order
  • The item must not be listed in our non-returnable products (see below)
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned or exchanged unless defective:

  • Grips (due to personal use nature)
  • Used shoes (All court shoes, Padel shoes, Kids’ Shoes)
  • Personalized or custom-made items
  • Items marked as “Final Sale” or purchased during HOT SALE promotions

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

  1. Contact our customer service at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for approval: Our team will review your request and send you a Return Merchandise Authorization (RMA) number and instructions within 2 business days.
  3. Package your item: Securely pack the item in its original packaging with all tags and accessories included.
  4. Ship your return: Send the package to our return center at the address provided in your RMA instructions. We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Head Store Customer Service, I would like to request a [return/exchange] for my recent order #[Your Order Number] placed on [Order Date]. Details of item(s) to be returned/exchanged: – Product Name: – Size/Color (if applicable): – Reason for return/exchange: For exchanges, please specify the replacement item you would like: – Product Name: – Size/Color (if applicable): Please let me know the next steps to complete this process. Best regards, [Your Full Name] [Your Contact Information]

Return Shipping Costs

  • Returns due to our error: We will cover return shipping costs
  • Returns for other reasons: Customer is responsible for return shipping costs
  • Exchanges: Customer pays return shipping; we cover shipping of the replacement item

Refund Process

Once we receive and inspect your return:

  • We will process your refund within 3-5 business days
  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Depending on your financial institution, it may take 5-10 business days for the refund to appear on your statement
  • Shipping fees are non-refundable unless the return is due to our error

Exchange Process

For exchanges:

  • We will ship your replacement item once we receive and process your return
  • Exchange items are subject to availability
  • If the replacement item is more expensive, you’ll need to pay the difference
  • If the replacement item is less expensive, we’ll refund the difference

International Returns

For customers outside the United States:

  • You are responsible for all return shipping costs and any applicable customs fees
  • We cannot refund original shipping costs for international orders
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected] with photos of the damage
  • We will arrange for a replacement or refund at no additional cost to you
  • In some cases, we may request you return the damaged item for quality control purposes

Questions?

If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact our customer service team at [email protected] or call us during business hours (Monday through Friday, 9:00 AM to 5:00 PM CST).

Note: This policy applies only to items purchased directly from thesneakershoes.com. For items purchased through third-party retailers, please contact the retailer directly for their return policy.

Last Updated: [Insert Date]