Return policy

1. Who this covers

This return policy applies to rackets and other products purchased on Turfy Gear ("Turfy", "we", "us"). Court hire, venue bookings, and Venue OS are covered by the Turfy terms and are not part of this shop policy.

Turfy Gear is operated with The Web Xperts. For shop questions: WhatsApp or call +92 370 7629456, or email hello@thewebxperts.co.

2. We confirm every order by phone

After you place an order, we will call you on the phone number you entered at checkout to confirm the order before we pack and dispatch it. We may also message you on WhatsApp on the same number.

• Please keep your phone available after you order.
• Have your order number ready if we ask for it.
• If we cannot reach you, dispatch may be delayed. If we still cannot confirm the order, we may cancel it.

Confirmation is so we can check the product, address, and payment details with you before the order leaves us.

3. Returns are for defective products only

We accept returns for defective products only. We do not accept returns because you changed your mind, ordered the wrong model, or no longer want the item.

A product may be treated as defective if, when you receive it, it has:

• a manufacturing fault that stops it from being used as described
• damage from transit that was present when the parcel was delivered
• missing parts that were included in the listing
• a material mismatch with the product you ordered (wrong item sent)

4. What we do not take back

• Change of mind, unused items that are not defective, or buyer's remorse
• The wrong size, model, or level if the item matches the listing you ordered
• Normal wear, scratches, or damage after play, misuse, or poor storage
• Items returned without the original packaging, tags, or proof of the Turfy Gear order
• Items reported late without a clear defect from delivery

5. How to request a return

Contact us as soon as you notice a defect, and within 7 days of delivery. Message Turfy support on WhatsApp or call +92 370 7629456 with:

• your order number
• the product name
• clear photos or a short video of the defect and the packaging

Do not send the product back until we have reviewed the request and told you how to return it. Unauthorised returns may not be accepted.

6. What happens next

We review the details and, if needed, arrange inspection, pickup, or a return. If we confirm the product was defective when it reached you, we will offer a replacement of the same item when available, or a refund of the amount you paid for that item.

Refund timing and method depend on how you paid (for example Cash on Delivery or bank transfer). Delivery charges are refunded only when the defect is confirmed and the return is approved.

If the item is not defective, we will tell you and the return will not go ahead. You remain responsible for the order.

7. Delivery and refused parcels

If the parcel arrives visibly damaged, please refuse it with the courier where you can, keep photos of the box, and contact us the same day with your order number. A refused delivery for obvious transit damage is treated as a defective-delivery case, not a change of mind.

8. Contact

Turfy Gear support: +92 370 7629456 · hello@thewebxperts.co

Use these contacts for shop orders only. Court bookings are requested on the venue page, not by phone.

9. Changes

We may update this policy from time to time. The version on this page is the one that applies to new Turfy Gear orders.