A played-in racket cannot come back. A cracked frame can.

Two things sit on the other side of that line. A frame that cracks under normal play inside the 12-month warranty is replaced, not argued about. A string that breaks in play is not a frame fault: strings are a consumable, and a mis-hit near the frame edge or a worn grommet can end a bed in a single session.

Write to JINGHE1910@outlook.com within 14 days of delivery and we reply within one working day with a return number and instructions. A parcel that arrives back without a return number cannot be matched to an order, and we will hold it until you send the reference. Keep the tracking receipt; a return in transit is your responsibility until it reaches us.

• An unstrung frame still in its plastic wrap, with the factory grip untouched and the pallet intact.
• An unopened can of four pressurised balls, because an opened can loses pressure within days.
• A racket bag or club towel that has not been on court and carries no sweat marks.
• A sealed overgrip three-pack, an unused pair of wristbands, a folding mat still in the sleeve.
• A frame that arrived with a manufacturing fault: a twisted pallet, a soft spot in the string bed, a loose butt cap, a cracked throat out of the box.

• A frame strung at your tension, gripped and played, whatever the reason for the change of heart.
• A frame strung by your own stringer after delivery, since we cannot inspect a string job we did not do.
• A custom grip build, a monogram, or a racket assembled to a specification you confirmed in writing.
• Opened pressure balls, used shuttles and shuttlecocks with a damaged skirt.
• A frame cracked by a racket clash, by throwing it, by sitting on the bag, or by stringing above 30 lbs against our advice.
• Tension preference, gauge preference or a colour you decided you did not like after ordering, when the item is exactly what the invoice described.

A crack that appears at the throat or the head under normal play, with no clash mark and no over-tension history, is a frame fault and is replaced within the 12-month window. Send photographs of the crack, the string bed and the butt cap, plus the tension and date of the last string job if we did not do it. We may ask you to send the frame back at our cost.

A string that snaps is not a frame fault. A bed can break from a mis-hit near the frame, from a sharp grommet, from a knot that pulled through, or simply from hours of play. We will restring at the standard service price, and if a grommet set is split or worn through we replace the set free within 30 days of delivery, because a sharp grommet will cut the next string too.

• Email the order reference, the SKU, the reason and photographs of the item and the carton.
• Wait for a return number. Do not post anything before it arrives.
• Pack the item as it came: frame in the wrap, bag folded, balls in the can, carton taped shut.
• Write the return number on the outside of the carton.

Send returns to our registered address: UNIT 135, 1/F, 143 WAI YIP STREET, KWUN TONG, HONG KONG. That address is the legal return address for every order, and a courier will not accept a parcel addressed to a person without the return number.

Change of mind: you pay the return freight and we refund the item price once it is back and inspected. Faulty or damaged goods: we pay both directions. Refunds go to the original payment method within 10 working days of inspection, and we send the remittance confirmation by email. Bank charges and exchange-rate movement between payment and refund are outside our control.

Exchanges follow the same window. We hold the replacement until the return arrives, unless you agree to pay for it upfront and let us refund the first item on arrival. Sizes and tension changes are treated as a fresh order, because a 26 inch junior frame is not an adjustment to a 27 inch adult frame.

If the carton arrives crushed or a frame rattles, photograph the carton and the item on the day of delivery, before you string anything. That photograph is the claim. Report it the same day and we replace the damaged part or the whole item, freight on us.

A warranty claim and a return are different things. A return undoes a purchase; a warranty repairs or replaces a frame that failed in use, and it does not restart the 14-day window. Consumers in the European Union and the United Kingdom have a statutory 14-day right to cancel distance purchases; this policy does not reduce that right, but it still cannot apply to a racket you have strung and played, because the item is no longer unused.

If a parcel is refused or returned by customs because duty was not paid, we refund the item price once it reaches us and deduct the freight we paid both ways. See shipping for the duty rules and terms clause 12 for the warranty wording.