Terms of service

Terms of Service

Last updated: Tuesday 31st March 2026, 9:45AM

This website is operated by QUAY RACKETS LIMITED (16902222) trading as Quay Rackets. Throughout the site, the terms “we”, “us” and “our” refer to Quay Rackets. By visiting our site and/or purchasing something from us, you engage in our service and agree to be bound by the following Terms of Service.

If you do not agree to all the terms and conditions set out below, you should not access the website or use any of our services.

1. Company Information

Quay Rackets
QUAY RACKETS LIMITED (16902222)
Ground Floor Shop, Pipler
Poole
BH15 1HF

Email: sales@quayrackets.co.uk
Phone: 07926 749715

2. Online Store Terms

By agreeing to these Terms of Service, you confirm that you are at least the age of majority in your country or region of residence, or that you are the age of majority and have given us your consent to allow any minor dependants to use this site.

You must not use our products for any illegal or unauthorised purpose, nor may you breach any laws in your jurisdiction through your use of the website.

You must not transmit any worms, viruses or any code of a destructive nature.

A breach of any of these Terms may result in immediate termination of your access to our services.

3. General Conditions

We reserve the right to refuse service to anyone at any time for any reason.

We may amend, update or remove content from this website at any time without notice.

Your content, excluding payment information, may be transferred unencrypted over various networks and adapted to meet technical requirements. Payment information is always encrypted during transfer over networks.

You agree not to reproduce, copy, sell, resell or exploit any portion of the service, use of the service, or access to the service without our express written permission.

4. Products and Services

We aim to ensure all product descriptions, images, pricing and availability are accurate. However, errors can happen. We reserve the right to correct any errors, inaccuracies or omissions at any time without prior notice.

Products are subject to availability. We reserve the right to limit quantities, discontinue products, or restrict sales on a case-by-case basis.

We have made every effort to display product colours and images as accurately as possible, but we cannot guarantee that your screen will display colours exactly.

5. Pricing and Payment

All prices shown on our website are in GBP (£) unless stated otherwise.

We reserve the right to change prices at any time without notice.

Payment must be made in full at the time of purchase using the payment methods available at checkout.

We reserve the right to cancel any order where pricing, product information or availability has been displayed incorrectly.

6. Orders and Acceptance

Placing an order on our website does not guarantee acceptance.

Once you place an order, you will receive an order confirmation email. This email is only an acknowledgement that we have received your order and does not mean the order has been accepted.

Your order is accepted only when we dispatch the goods.

We reserve the right to refuse or cancel any order for any reason, including but not limited to:

stock unavailability
pricing errors
suspected fraud
payment issues
incorrect product information
delivery restrictions

If your order is cancelled after payment has been taken, you will be refunded in full.

7. Shipping and Delivery

We will aim to dispatch your order within the timeframe stated on the website or at checkout, but delivery times are estimates only and are not guaranteed.

We are not responsible for delays caused by couriers, incorrect delivery information, customs issues, weather, strikes or any other circumstances outside our reasonable control.

It is the customer’s responsibility to ensure all shipping information is accurate at the time of ordering.

Risk in the goods passes to you upon delivery. Ownership of the goods passes to you once full payment has been received.

8. Returns and Cancellations

Please refer to our separate 14-Day Returns Policy for full details.

To summarise:

clothing must be unworn, unused and in its original packaging with tags attached
sports equipment must be unused, in its original packaging, and not customised or altered in any way
the customer is responsible for return postage costs unless the item is faulty or sent in error

Any item returned must be sent back in resaleable condition and within the required timeframe set out in our Returns Policy.

9. Non-Returnable and Customised Items

The following items are not eligible for return unless faulty:

any racket that has been restrung
any racket or item that has been customised or altered in any way
any used sports equipment
any items returned without original packaging where packaging is required for resale
any personalised, made-to-order or special-order products

Once a racket has been restrung, customised or otherwise modified, your right to return that item is lost unless the item is faulty.

10. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at sales@quayrackets.co.uk.

Where appropriate, we may request photographs or further details before confirming the next steps.

If a product is confirmed to be faulty, damaged in transit, or supplied incorrectly, we will offer a suitable remedy, which may include a replacement, repair, refund or exchange, depending on the circumstances.

11. Racket Restringing Services

Where we provide racket restringing services, the customer is responsible for ensuring that all instructions, preferences and specifications provided to us are accurate.

This includes, where applicable:

string choice
string tension
playing preference
any special requests

If no specific tension or instruction is provided, we may use our reasonable judgement to complete the job.

Once a racket has been restrung, it is treated as a customised item and is not eligible for return unless faulty.

We are not responsible for dissatisfaction caused by customer preference after the agreed restring has been completed correctly.

12. Racket Customisation Services

Where we provide racket customisation services, the customer acknowledges that these services are tailored to their individual requirements.

Customisation services may include, but are not limited to:

weight adjustments
balance adjustments
grip modifications
other setup changes requested by the customer

It is the customer’s responsibility to ensure the requested specifications are correct before the work is carried out.

Once customisation work has been completed, the racket becomes a customised item and is not eligible for return unless faulty.

We are not responsible for dissatisfaction caused by customer preference after the requested customisation has been completed correctly.

13. Turnaround Times for Restringing and Customisation

Any turnaround times given for restringing or racket customisation are estimates only and are not guaranteed.

Turnaround times may vary depending on:

workload
stock availability
complexity of the work
staffing levels
seasonal demand
supplier delays
circumstances outside our control

We will always aim to complete restringing and customisation work within a reasonable timeframe, but we shall not be liable for delays where this is not possible.

If timing is important, the customer should check with us before placing the order or handing over the racket.

14. Demo Racket Hire

Where demo rackets are made available for hire, rental or trial, separate conditions apply in addition to these Terms.

By hiring or taking a demo racket, you agree that:

the racket remains the property of Quay Rackets at all times unless purchased
any stated hire fee, rental charge or deposit must be paid in advance where required
the demo racket must be returned by the agreed return date
the racket must be returned in the same condition it was supplied, allowing for reasonable wear from normal trial use
you are responsible for loss, theft, damage beyond normal use, or failure to return the racket

We reserve the right to charge for:

late returns
repair costs
replacement costs where a racket is lost, stolen or returned damaged
any unpaid rental or deposit-related amounts

Any deposit paid may be applied against damage, loss, late return fees, or other charges due. Where applicable, any remaining deposit balance will be refunded after the racket has been returned and inspected.

Demo rackets must not be altered, restrung, customised or modified unless we have expressly agreed otherwise in writing.

15. Club Visits, Pop Up Shops and Demo Days

Where we provide club visits, pop up shops, demo days or racket clinic services, we reserve the right to amend, postpone or cancel those services where reasonably necessary.

This may include cases involving:

illness
venue restrictions
low attendance
travel disruption
supplier issues
weather
other circumstances beyond our control

Any separate booking terms provided for those services will also apply.

16. Promotions and Discount Codes

From time to time, we may offer promotions, discount codes or special offers.

Unless stated otherwise:

promotions are subject to availability
only one promotion may be used per order
promotions cannot be applied retrospectively
promotions have no cash value
we reserve the right to withdraw or amend promotions at any time

17. Intellectual Property

All content on this website, including text, graphics, logos, images, branding, layout and design, is the property of Quay Rackets or its licensors and is protected by applicable intellectual property laws.

You may not reproduce, duplicate, copy, sell or exploit any part of the website or its content without our prior written permission.

18. Optional Tools and Third-Party Links

We may provide access to third-party tools, apps or links which we neither monitor nor control.

We are not responsible for the content, accuracy or operation of any third-party websites, services or tools.

Your use of third-party services is entirely at your own risk and subject to the terms of those third parties.

19. Personal Information

Your submission of personal information through the store is governed by our Privacy Policy.

20. Errors, Inaccuracies and Omissions

Occasionally there may be information on our website that contains typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, offers, shipping charges, transit times or availability.

We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice.

21. Prohibited Uses

You are prohibited from using the site or its content:

for any unlawful purpose
to solicit others to perform unlawful acts
to violate any regulations, laws or local ordinances
to infringe upon our intellectual property rights or the rights of others
to harass, abuse, insult, harm, defame, slander or discriminate
to submit false or misleading information
to upload viruses or malicious code
to interfere with the security features of the website or related services

We reserve the right to terminate your use of the service for violating any prohibited uses.

22. Limitation of Liability

To the fullest extent permitted by law, Quay Rackets shall not be liable for any indirect, incidental, punitive, special or consequential loss or damage arising from your use of the website, products or services.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

death or personal injury caused by negligence
fraud or fraudulent misrepresentation
defective products where liability cannot legally be excluded
your statutory consumer rights

23. Indemnification

You agree to indemnify, defend and hold harmless QUAY RACKETS LIMITED, trading as Quay Rackets, and its directors, officers, employees, agents and affiliates from any claim or demand arising out of your breach of these Terms or your violation of any law or the rights of a third party.

24. Severability

If any provision of these Terms is found to be unlawful, void or unenforceable, that provision shall still be enforceable to the fullest extent permitted by law, and the unenforceable portion shall be deemed severed from these Terms. This shall not affect the validity and enforceability of the remaining provisions.

25. Termination

These Terms remain effective unless and until terminated by either you or us.

You may terminate these Terms at any time by ceasing to use our website.

We may terminate or suspend your access to our services immediately without notice if we believe you have breached these Terms.

26. Entire Agreement

These Terms of Service, together with any policies or operating rules posted by us on this website, constitute the entire agreement between you and us and govern your use of the service.

27. Governing Law

These Terms of Service shall be governed by and interpreted in accordance with the laws of England and Wales.

Any disputes arising from these Terms or your use of the website shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable consumer law provides otherwise.

28. Changes to Terms of Service

We reserve the right to update, change or replace any part of these Terms of Service by posting updates to our website.

It is your responsibility to check this page periodically for changes. Your continued use of the website following the posting of any changes constitutes acceptance of those changes.

29. Contact Information

Questions about the Terms of Service should be sent to: