Refund & Return Policy

Last updated: October 2026

We want you to be happy with your purchase. This policy explains, step by step, how returns and refunds work, who pays for what, and how long things take.

Summary

• Return window: 14 days from the delivery date
• Condition: unused, in original condition and packaging
• Change of mind: customer pays return shipping
• Defective, damaged or incorrect items: we pay, and we replace or refund
• Refund timing: typically 5 to 10 business days after approval
• Refund method: original payment method

1. Return window

You can request a return within 14 days of delivery. The delivery date is the date shown by the carrier's tracking. Requests made after 14 days cannot be accepted.

2. What can be returned

Items must be unused, in their original condition and, where possible, in their original packaging. Because the base of our trainer is fillable, please empty it completely and let it dry before sending it back.

3. What cannot be returned

• Items damaged through misuse, accidents, modification or normal wear.
• Items that show signs of heavy use.
• Return requests made after the 14-day window.
• Items sent back without our approval.

4. How to start a return

1. Email info@racqetra.com within 14 days of delivery.
2. Include your order number, the name used for the order and the reason for the return.
3. If the item is faulty, damaged or incorrect, attach clear photos of the item, its packaging and the shipping label.
4. We review your request, usually within 2 business days, and reply with the result.
5. If approved, we send return instructions and the return address. Please do not send the item back before you receive these instructions, because parcels sent to the wrong address or without approval may be lost or refused.
6. Ship the item using a tracked service and keep your proof of postage and tracking number. Email us the tracking number.

5. Who pays for return shipping

• Change of mind or no longer needed: you pay the return shipping cost.
• Defective, damaged or incorrect item: we cover the cost. In many cases we will ask for photos or a short video instead of a return.

Original shipping was free, so there is no shipping charge to refund.

6. Inspection and refund

When we receive your return, we inspect it and email you the result. If your return or claim is approved, we refund the item price to your original payment method. Refunds are typically issued within 5 to 10 business days after approval. After we issue the refund, your bank or payment provider may need additional time before it appears on your statement. If a returned item does not meet the conditions above, we may refuse the refund or offer a partial refund, and we will explain why.

7. Damaged, defective or incorrect items

If your item arrives damaged, does not work as described, or is not what you ordered, contact us within 14 days of delivery with your order number and photos. We will choose the fastest fix: a free replacement (subject to availability) or a full refund. See our Exchange Policy for replacement details.

8. Orders that have not arrived

If your order has not arrived within 14 days of dispatch, or your tracking shows no movement for 10 days, contact us. We will investigate and either send a replacement or refund you. See our Shipping Policy.

9. Cancelling an order

To cancel, email us as soon as possible with your order number. If the order has not yet been dispatched, we will cancel it and refund you in full. Once an order is dispatched, it can no longer be cancelled, but you may use the return process above once it arrives.

10. Chargebacks and disputes

If you have a problem with your order, please contact us first at info@racqetra.com. We would like the chance to fix it, and resolving it with us is usually faster than a bank dispute. This does not limit any rights you have with your bank, card issuer or payment provider.

11. Contact us

Email: info@racqetra.com
We aim to reply within 2 business days.