Customer Service

1. Contact Information and Business Hours

Address:

Tennis Warehouse Europe
Schutterstr. 24
77746 Schutterwald
Germany

Branch retail store in France:

Tennis Warehouse Europe
60, Rue des Charmilles
67400 Illkirch
France

Telephone:

+49 (0) 781 28 406 100 (German)
+33 (0) 3 88 67 05 05 (French)
+44 (0) 844 4990 807 (English)
+34 900 804 902 (Spanish)
+39 (0) 2 479 21 251 (Italian)

Fax: +49 (0) 781 28 406 400

Internet: www.tenniswarehouse-europe.com

E-mail:

German: information@tenniswarehouse-europe.com
French: contact@tenniswarehouse-europe.com
English: contact@tenniswarehouse-europe.com
Spanish: contacto@tenniswarehouse-europe.com
Italian: contatto@tenniswarehouse-europe.com

Business Hours:

• Customer Service - Phone Hours: Mon - Fri 09:00 - 19:00 Sat 09:00 - 17:00 (German / English) 09:00 - 18:00 (French)
• Retail Store, Schutterwald: Mon - Fri 09:00 - 12:00, 14:00 - 19:00 Sat 09:00 - 17:00
• Retail Store, Illkirch, France: Tue - Fri 09:00 - 12:00, 14:00 - 19:00 Sat 09:00 - 12:00, 14:00 - 18:00

2. Payment and Shipping

All prices are issued in Euros and contain the respectively applicable value added tax determined by law. Depending on the order amount and the final destination, additional shipping costs may apply. The products will be shipped tax free as far as all deliveries outside of the European Union are concerned. However, the customer is required to declare the goods in the country they are being shipped to and are responsible for any additional duties or fees. Products are being shipped by UPS, La Poste, or Deutsche Post/DHL.

We offer free shipping on orders over 75 € or 100 € depending on the country. Cases of tennis balls and oversized items are excluded from free shipping. For details on shipping please click http://www.tenniswarehouse-europe.com/freeshipping.html.

Payment options:

For details on forms of payment please click http://www.tenniswarehouse-europe.com/custservice/Terms.html

We accept the following forms of payment:

• Bank Transfer (for bank details see below)
• Credit Card (VISA and MASTERCARD)
• PAYPAL
• COD

With the exception of COD, ordered goods will be shipped only after payment has been received by Tennis Warehouse (prepayment)!

Bank Details:

Germany: Volksbank Offenburg
Account Number: 12344406
Bank Code: 664 900 00
IBAN: DE69 6649 0000 0012 34 4406
BIC: GENODE61OG1

France: CIC, Agence de Illkirch Graffenstaden,
Account Number: 00020038101
Bank Code: 30087,
Branch: 33028
IBAN: FR76 3008 7330 2800 0200 3810 187
BIC: CMCIFRPP

Delivery

In general, if an order is placed and payment has been received by 12:00 noon on a normal business day, Tennis Warehouse will transfer the products to the post office or a carrier on the same business day. If the order and/or payment is received after 12:00 noon, shipping will occur on the following business day. Tennis Warehouse will inform the customer via e-mail of the transfer. In exceptions (especially if the products are out of stock or if bulk goods are being ordered) there can be a difference of up to 15 business days between receipt of payment and delivery.

If the products selected by the customer are not available at the time the order is placed, Tennis Warehouse will inform the customer upon receipt of the order. If there is a possible delivery delay of more than two weeks, the customer will be informed about the delay and has the right to cancel his order.

3. Low Price Guarantee

• If at the time of purchase or within 14 days after your purchase you find the exact same product at a store in Germany or France for a lower price Tennis Warehouse Europe will reimburse you for the difference in price.
• The Low Price Guarantee applies to all new products that you are intending to purchase or that have been purchased at Tennis Warehouse Europe with a shipping address in Germany or France.
• You can claim LPG credit, if you (the end-user) found an identical product with the same European Article Number or product code, that is new, undamaged, and packaged in its original packaging for a lower price than you had purchased at Tennis Warehouse Europe. The exact same product (same color, size, grip size, style, version, model) must be available at the time of claim for the lower price.
• The product must be available at an authorized dealer (retail store, online-shop or mail-order company) in Germany or France for the lower price at the time of your claim. Private persons do not qualify as an authorized dealer.
• LPG will not be given on purchases made by other businesses.
• If the purpose of your purchase at Tennis Warehouse Europe is to resell the product (as a retailer, online-shop or a private party) the LPG does not apply. Also, you may not claim LPG credit for products that are sold illegally in Germany or France (e.g. product piracy), and products that are sold as a bundle or a package.
• Products that are being offered as part of a clearance sale, liquidation sale, or auction, as well as collection items do not count as a "comparison item".
• The lower price must be a published price available to any customer, and not only to specific groups, e.g. club members, members of certain companies or certain retailers, or participants in bonus programs. Products offered at a team/quantity discount, with an individual rebate, as a sample, as a review item or with certificates do not count as comparison items.
• Price comparisons are performed by comparing the published product price both at www.tenniswarehouse-europe.com and the store you are comparing prices with.
• Price comparisons need to include the purchase price including sale discounts. Certificates and credits from prior purchases may not be included.
• Credit will be issued usually within 48 hours after we have received and verified your LPG claim. Your credit will be deducted from your next order. Your credit will expire if not used within the next 90 days. If you wish to receive a refund, it will be paid using the same payment method used for the original payment.
• Tennis Warehouse Europe reserves the right not to issue a credit, if we suspect a fraudulent intent.
• In case of erroneous pricing, especially typing errors, the correct price will be decisive.
• Tennis Warehouse Europe reserves the right to change the terms and conditions or to terminate the LPG.

4. Guaranteed Accurate Orders

Our primary goal is to make sure our services secure the confidence and trust of all Tennis Warehouse Europe consumers. Part of that security includes a special guarantee that sets Tennis Warehouse Europe apart as the industry leader in customer satisfaction. We guarantee that the items shipped to you are exactly what was on your order. If the products, as entered into our computers, are not what's shipped to you, we'll promptly correct the problem and refund 20% of the price of any incorrect items up to 20 €. Tennis Warehouse Europe will do everything possible to make sure your order has been entered correctly. Miscommunications, misunderstandings or data entry errors are not covered under this guarantee. Orders can be confirmed via phone, e-mail or fax. In addition to free return shipping we will take all reasonable steps to correct any other problems.

Further, the guarantee does not cover delays resulting from back orders or package delivery problems (UPS, La Poste, Deutsche Post/DHL etc.). This service applies to replaced items only. Any items not returned, or returned for a refund rather than a replacement, do not qualify for the guarantee. We hope this guarantee will add to the enjoyment and ease of your Tennis Warehouse Europe mail order experience

5. Returns

At tenniswarehouse-europe.com you have the right to terminate the contract within a period of 14 days without having to state any reasons in writing (i.e by letter, telefax, e-mail) or - if you receive the products before the deadline - by returning the products. For details and exclusions please see our Terms and Conditions : http://www.tenniswarehouse-europe.com/custservice/Terms.html or contact us at +44 (0) 844 4990 807.

Shipping costs for exchanges or refunds where Tennis Warehouse Europe is not at fault and where the price of the product does not exceed 40 € are paid by the customer. When returning the products, please also include the invoice or a copy of the invoice to allow us to accurately process the return. Please include a note stating if you would like a refund or an exchange. In general the refund will be credited in the same way your payment was made.

Racquets
To return a new racquet there are two prerequisites:

• The plastic wrap on the handle has not been removed.
• The racquet has not been played with. The racquet does not have any ball fuzz on the strings or scrapes to the bumper guard.

Credit for string will only be given provided the order was in the error of Tennis Warehouse Europe.

Footwear
Please do not damage the original shoe box when returning NEW or UN-WORN shoes for credit or a refund. We can not re-sell shoes without the manufacturer's original box in new condition. The shoes must not be worn outside and must be in as new condition. Please send the shoes with a note stating if you would like credit or an exchange.

Bags, Apparel, Strings, Grips and Accessories
Bags, apparel, strings, grips, and accessories can be returned for full refund or exchange if the product is in brand-new condition. The original tags and packaging must be intact.

Balls
Cases of balls can be returned for full refund or exchange if the product is in brand-new condition and cans have not been opened or damaged. Credit for shipping and return shipping will only be given provided the order was in the error of Tennis Warehouse Europe.

Where to return or exchange an item: For questions on returns please contact customer service contact@tenniswarehouse-europe.com or call +44 (0) 844 4990 807.

Please send your package, including a brief note explaining the exchange or return, via a prepaid trackable method to ensure a safe and traceable delivery to:

Tennis Warehouse Europe - Returns
Schutterstr. 24
77746 Schutterwald
Germany

6. Warranty

Tennis Warehouse Europe provides fully authorized product warranty coverage. Tennis Warehouse is liable for defects in accordance with the respective legally applicable regulations, particularly section 434 et seq. BGB. Guarantee only exists with regard to the goods shipped by Tennis Warehouse Europe if this has been expressly stated in the order confirmation of the respective product. Starting with the delivery, the time bar for rights to claim damages for any defects amounts to 12 months for companies and to 24 months for consumers.

Racquets

All racquets sold by Tennis Warehouse Europe have a manufacturer's warranty. Defective racquets will be replaced by the manufacturer. Racquets that have been damaged beyond normal wear and tear will not be replaced.

If your racquet is replaced under manufacturer warranty you have three options:

• You may choose to receive the manufacturer replaced tennis racquet. We will string it at no charge with the string provided by the manufacturer (usually a synthetic gut). Tennis Warehouse Europe will gladly ship your replacement tennis racquet via UPS Standard, at no charge, providing the shipping address is inside the European Union. International customers will pay for the return shipping and related import costs.
• You may choose to purchase a new tennis racquet while your defective racquet is being considered for warranty replacement. If your defective tennis racquet is replaced by the manufacturer you will receive credit for its current selling price. The manufacturer warranty does not cover string and shipping costs for this option.
• You may also choose to receive store credit for the current selling price, instead of the replacement racquet.

Please send your racquet including name, address, phone number, date purchased along with an original invoice and including a brief note explaining your warranty claim to:

Tennis Warehouse Europe - Returns
Schutterstr. 24
77746 Schutterwald
Germany

If your tennis racquet is not replaced by the manufacturer, it will be returned to you along with an explanation from the manufacturer.

Footwear

All shoes sold by Tennis Warehouse Europe have a manufacturer's warranty. Defective shoes will be replaced by the manufacturer. Shoes that have been damaged beyond normal wear and tear will not be replaced.

If your shoes qualify for warranty replacement please send your shoes including name, address, phone number and date purchased along with an original invoice and including a brief note explaining your warranty claim to:

Tennis Warehouse Europe - Returns
Schutterstr. 24
77746 Schutterwald
Germany

Shipping and handling fees are not refundable.