Refund Policy
2. RETURNS & REFUNDS POLICY
At Second Service, we want you to be happy with your purchase.
This policy explains our returns process. It does not limit or remove any rights you have under UK consumer law.
Your statutory rights
When you buy from Second Service as a consumer, your legal rights remain protected.
Goods should be:
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as described;
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of satisfactory quality, taking into account their description, price and other relevant circumstances; and
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fit for any particular purpose made known to us.
Nothing in this policy affects those statutory rights.
Change-of-mind returns
When you purchase goods from Second Service online, you normally have the right to cancel your order without giving a reason.
You have 14 days from the day after you receive the goods to tell us that you wish to cancel.
After notifying us, you normally have a further 14 days to return the goods.
The goods should be returned in a condition that allows us to assess them.
You may inspect a racket in the same way that you reasonably would in a shop. However, if the item has been used beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to make a deduction from the refund for any resulting reduction in value.
How to request a return
Please contact us at:
Please include:
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your name;
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order number;
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the item you wish to return; and
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confirmation that you wish to cancel or return the order.
We will then provide the relevant return instructions.
Return postage
For a change-of-mind return, the customer is normally responsible for the direct cost of returning the goods, unless we have agreed otherwise.
If the item is faulty, damaged, incorrectly described or we have sent the wrong item, we will deal with the return in accordance with your statutory rights and will not expect you to bear the cost of correcting our error.
Faulty, damaged or incorrectly described goods
If you believe an item is faulty, damaged or significantly not as described, please contact us as soon as possible.
Please provide photographs where appropriate and explain the issue.
We will assess the issue and work with you to provide the appropriate remedy under applicable consumer law.
Where applicable, this may include repair, replacement, price reduction or refund.
Refunds
Where a refund is due, we will normally refund the original payment method.
For a valid cancellation under the online cancellation rules, we will normally refund the standard delivery charge paid by the customer.
Where the customer selected a more expensive delivery service than our cheapest standard delivery option, we are not required to refund the additional amount.
Refunds will normally be made within 14 days of the relevant point required by law.
Used and pre-owned rackets
Second Service sells pre-owned tennis rackets.
Each pre-owned racket is individually assessed and described before sale. Because these are used products, cosmetic signs of previous use may be present.
Any significant cosmetic damage, modifications or other relevant condition information will be stated in the product description where applicable.
Normal signs of previous use that are clearly disclosed in the listing do not constitute a fault.
Customised items
Where a product has been specifically customised at the customer’s request, including certain personalised services, the statutory cancellation rules may differ.
We will tell you before proceeding if a particular service affects your cancellation rights.
Your legal rights
Nothing in this policy is intended to exclude, restrict or replace any rights you have under UK consumer protection legislation.
If you have a concern about an order, please contact us first and we will do our best to resolve it quickly.