Refund policy

Returns and Refund Policy

At Highly Strung, we want you to be completely satisfied with your purchase.

Changing Your Mind

If you purchase a standard, non-personalised product online, you normally have 14 days from receiving your order to notify us that you wish to cancel.

Once you have notified us, you have a further 14 days to return the item.

Products should be handled only as necessary to inspect them, as you would in a shop. We may make a deduction for any reduction in value caused by excessive handling, where permitted by law.

How to Arrange a Return

Please contact Highly Strung using the contact details on our website, quoting your order number and the item you wish to return.

We will provide return instructions and the appropriate return address.

Please do not send products back without contacting us first, as some returns may be handled directly by our UK distributor.

Return Postage

For change-of-mind returns, customers are responsible for the direct cost of return postage, unless we agree otherwise.

Where goods are faulty, damaged or not as described, we will meet reasonable return costs where required by law.

Personalised Racket Stringing

Rackets strung to your individual specifications, including your selected string and tension, may be exempt from the statutory change-of-mind cancellation right where they qualify as personalised goods.

Any applicable exception will be made clear before you place your order.

This does not affect your statutory rights if a racket or stringing service is faulty, incorrectly supplied or not as described.

Faulty or Incorrect Products

If you receive a faulty, damaged or incorrect product, please contact us promptly so we can arrange an appropriate resolution.

Your rights under the Consumer Rights Act 2015 remain unaffected, including applicable rights to a repair, replacement or refund.

Refunds

Where a refund is due, we will reimburse you using your original payment method unless otherwise agreed.

For valid cancellations, refunds will include the original basic delivery charge where applicable. We may wait until we receive the returned goods or evidence that they have been sent back, as permitted by law.

Refunds will be processed within the applicable statutory timeframe.

Contact Us

For all return and refund enquiries, please contact Highly Strung through the contact details provided on our website.

Please contact us before returning any products so we can confirm the correct return arrangements.