Cancellation, Exchange & Refund Policy

Cancellation, Exchange and Refund Policy

Last updated: 1 August 2026

Order cancellation

• You may cancel an order before it has been dispatched by contacting us on +91 84317 67452 or prime.mangalore@gmail.com with your order number.
• If your cancellation reaches us before dispatch, the full amount is refunded to your original payment method within 7–10 business days.
• Orders that have already been dispatched cannot be cancelled.
• We may cancel an order due to a pricing error or stock unavailability. In that case the full amount paid is refunded to your original payment method within 7–10 business days.

Exchange — manufacturing defects only

• Eligibility: exchanges are accepted only if the product has a genuine manufacturing defect or was damaged in transit. We do not exchange for change of mind, incorrect selection, or personal preference.
• Unboxing video required: you must provide a continuous unboxing video showing the sealed package being opened and clearly highlighting the defect or damage.
• Time limit: raise your claim within 48 hours of delivery. Requests after 48 hours, or without an unboxing video, cannot be entertained.

The procedure — confirm with us before shipping anything

1. Contact us first on WhatsApp or email within 48 hours with your order number, photos of the defect and the unboxing video.
2. We review the evidence and confirm whether the product qualifies.
3. We approve in writing and send you the return address and packing instructions.
4. You ship the product back only after receiving that approval, and share the tracking details with us.
5. We inspect and resolve — approved exchanges are processed within 9–12 business days of us receiving the item.

Shipping for approved exchanges

• You are responsible for shipping the product back to us as per our instructions.
• If the defect is confirmed on inspection, we bear the cost of sending the replacement to you.

Refund policy

• We do not offer refunds for change of mind, incorrect product selection by the customer, minor issues that do not affect functionality, or dissatisfaction due to personal preference.
• Refunds are issued only in these cases:
  • you cancel the order before dispatch;
  • the product is unavailable or out of stock after your order is placed;
  • we cancel your order for any reason;
  • an approved manufacturing defect claim cannot be resolved with a replacement because no replacement is available.
• Refund method and timeline: all approved refunds are credited to the original payment method used at checkout within 7–10 business days of approval. The time taken to reflect in your account depends on your bank or card issuer.
• Refunds are never issued in cash, and never to an account other than the one used for the original payment.

Not eligible

• Products damaged through misuse, improper handling or normal wear and tear.
• Strings, grips and other consumables once fitted or used.
• Items purchased during a sale or promotional offer.
• Any product returned without our prior written approval.

Stringing service

• Stringing bookings made on this website are free to cancel — no payment is taken online at the time of booking. Message us on WhatsApp to cancel or reschedule.
• Once a racket has been strung, the stringing charge is payable in full and is non-refundable, as it is a completed service using a consumable product.
• Strings carry no guarantee. Prime Sports & Fitness is not responsible for breakage of the string or the racket. High tensions are strung entirely at the owner’s risk with the customer’s recorded consent.

How to reach us

Email prime.mangalore@gmail.com or WhatsApp +91 84317 67452 with your order number and supporting evidence. Every request is acknowledged within 48 hours.

Prime Sports & Fitness
Sheffield Apartments, Opposite SCS Hospital, Bendurwell, Bendur, Mangaluru – 575002, Karnataka, India