Eligibility Window

A product can be returned or exchanged within 5 days from the date of delivery. The delivery date is the date recorded by our courier, not the date you opened the parcel.

Requests raised after the 5-day window has closed cannot be accepted, even if the product is unused. We recommend inspecting your order the day it arrives so there is time to raise an issue if you need to.

Condition of the Product

The product and its packing must be returned in original condition. In practice that means:

• Unused, unwashed and undamaged, with no signs of play, wear or handling.
• All original packaging returned — box, sleeve, cover, poly bag, inserts and protective wrapping.
• All tags, labels, stickers and barcodes still attached and intact.
• All accessories and free items included — racket cover, grip, spare parts, gifts and promotional items.
• No writing, tape or shipping labels applied directly to the product box.

Items returned incomplete, used, or with damaged packaging will be declined and sent back to you at your cost.

Proof of Purchase

Exchanges and returns are processed against your real invoice number. Please keep the invoice that arrived with your parcel and quote the number in your first message to us.

We cannot process a request without a valid invoice number that matches an order in our system. Screenshots of payment alone, order confirmations from third parties, or resold items purchased from an unauthorised seller are not accepted.

Items That Cannot Be Returned or Exchanged

For hygiene, safety and quality reasons, the following are final sale once opened or fitted:

• Strings that have been cut, fitted or installed on a racket.
• Grips that have been unwrapped, unrolled or applied to a handle.
• Shuttlecocks once the tube seal has been broken.
• Socks, headbands and wristbands once the packaging is opened.
• Footwear that has been worn outdoors or shows sole markings — try shoes on a clean indoor surface only.
• Custom stringing or custom grip services, which are performed to your specification.
• Stringing machine consumables and installed parts once fitted or used.
• Items marked clearance, final sale or non-returnable on the product page.
• Damage caused by misuse, mishits, over-tensioning, accident or normal wear and tear.

How to Request a Return or Exchange

All return and exchange requests are handled over WhatsApp. Please do not ship anything back before you have been approved — unapproved parcels cannot be processed.

1. Message us on WhatsApp within 5 days of delivery at +92 300 8741724.
2. Send us your details — invoice number, the item you want to return or exchange, the reason, and clear photos of the product and its packaging.
3. Wait for approval. Our team will confirm whether your request qualifies and give you the return address and instructions.
4. Pack the item securely in its original packaging, place the invoice inside, and add an outer protective layer so no labels are stuck to the product box.
5. Ship it back using a trackable service and share the tracking number with us on WhatsApp.

Shipping & Delivery Charges

Delivery charges for a return or exchange are borne by the customer. This covers both sending the item back to us and, where applicable, the cost of dispatching the replacement to you.

The original delivery charge paid on your first order is not refundable. We recommend a trackable courier service — we cannot take responsibility for parcels lost or damaged on their way back to us, and an untracked parcel that does not arrive cannot be processed.

Inspection & Approval

Once your parcel reaches us, our team inspects the product against the conditions in section 2. Inspection is normally completed within 2 working days of the parcel arriving.

We will confirm the outcome on WhatsApp. If the item passes inspection, we move straight to your exchange or refund. If it fails, we will explain why and return the item to you at your cost.

Exchanges

Exchanges are the fastest route and our recommended option. You can exchange for a different size, a different colour, or a different product of equal value.

Situation	What happens
Same price	We dispatch the replacement once inspection is passed.
New item costs more	You pay the difference before we dispatch.
New item costs less	The difference is refunded to your original payment method.
Item out of stock	You may choose an alternative, wait for restock, or take a refund.

Each order is eligible for one exchange. An item received as a replacement cannot itself be exchanged again unless it arrives damaged or defective.

Refunds

Where a refund is approved, it is issued to the original payment method used at checkout. Cash on delivery orders are refunded by bank transfer to an account in the name of the person who placed the order.

• Refunds are initiated within 3 working days of your item passing inspection.
• Depending on your bank, the amount may take a further 7 to 10 working days to appear.
• The refund covers the price of the product only. Original and return delivery charges are not included.
• Any discount or promotional value applied to the order is deducted proportionally.

Damaged, Defective or Incorrect Items

If your parcel arrives damaged, the product is defective, or you were sent the wrong item, this is on us and we will make it right at no cost to you.

• Report it on WhatsApp within 24 hours of delivery.
• Send clear photos of the product, the fault, the invoice and the outer parcel.
• An unboxing video is not required but is the fastest way to get a claim approved — we recommend filming the parcel being opened.
• We arrange and pay for the return, and dispatch a replacement or full refund including delivery charges.

Manufacturing Defects

Manufacturing defects are handled separately from the 5-day returns window and are assessed on a case-by-case basis. Where a warranty period applies to a product, it is stated on that product’s page.

Frame cracks, string bed failure, grommet damage and similar issues caused by play, mishits, clashes, over-tensioning or accidental impact are considered normal wear and are not covered.

Order Cancellation

Orders can be cancelled free of charge at any point before dispatch — message us on WhatsApp as soon as possible with your order or invoice number.

Once an order has been handed to the courier it can no longer be cancelled, and must be handled as a return under this policy after it is delivered. Refusing delivery of a dispatched parcel does not qualify as a valid return.

Changes to This Policy

MAXPRO may update this policy at any time. The version published on this page at the moment you place your order is the version that applies to that order. This policy does not affect any rights granted to you under applicable consumer law.