Returns, Refunds and Replacements
Faulty or defective items:
We will replace any item found to be faulty within 28 days of purchase. Breakages are not usually covered, sorry. If we do not have a replacement in stock we will refund you in full. Some items are covered by the manufacturer's warranty and it may be quicker to deal with the manufacturer directly.
Please contact us before returning any item. We want you to be able to buy in the confidence that you are going to get good value, great service and excellent products. We want you to be happy with your purchase. If this is not the case, for any reason, simply return the item to us within 7 days of purchase and we will give you a full refund for the item. If the item has in all fairness been accurately described, then you (the buyer) will pay the cost of returning the item. The item must be returned in the same condition as it was received (ie. unused and in its original packaging). Please do not hesitate to contact us if there are any problems at all.
We will replace any item found to be faulty within 28 days of purchase. Breakages are not usually covered, sorry. If we do not have a replacement in stock we will refund you in full.
If a product is faulty and cannot be repaired, we will replace it or refund you upon return of the faulty item. If a product is NOT faulty, we will refund you if the product is returned to us in an as new, resalable, unused, unopened condition with all the original packaging.
If we are not able to help you resolve any faults with a product please contact us for a Returns Number. We will not accept any item returned without a Returns Number.
If you wish to return a product that is not faulty, please contact us for a Returns Number and then return the unused unopened item to us within 7 days of purchase. It must be returned unopened in its original packaging and in its original condition. If the item has in all fairness been accurately described, then you (the buyer) will pay all postage costs. The item must be returned in the same condition as it was received. Please do not hesitate to contact us via email or by telephone.
Under the Distance Selling Regulations, customers in the EU have the right to cancel their order for any item(s) purchased on this website for a full refund. Please notify us by email, letter or telephone within 7 days of receipt of the items if you wish to return them. Items must be returned in their original condition and in their original unopened packaging for a refund. You must take reasonable care of the item(s) and must not use them. Unless the product is faulty the customer will pay the costs of returning the goods.
If you are having problems with your new yo-yo, please take a look at our Yo-Yo Help Section on the Euro-Yo web site and if that does not help, please ask us for help. Yo-yos are rarely faulty; quite often a problem can be resolved by email or phone. Please remember that yo-yos do require some maintenance. For example, new yo-yos often require 'breaking in', the yoyo ball bearing is often supplied greased and will require a clean for optimal performance, the string will need to be changed and the response pads often need to be worn in through play for best response. Refunds will not be given for yo-yos that have been used, unless they are faulty.
Please note that once a yo-yo has been thrown (ie played) it is used and is no longer new. We cannot refund customers who return a played yo-yo. You cannot try a yo-yo and then decide you do not like it, sorry. Once a yo-yo has been played it is used and we cannot and will not sell it as new. A played yo-yo, however carefully treated, will have suffered wear and tear. Please choose a yo-yo carefully! Remember that many yo-yos are for very advanced players and are very difficult to play and maintain. If in doubt, please ask!
Yo-Yos WILL break if they hit anything during play, if they are sat on, kept in a pocket, over-tightened, under-tightened, the axle is mis-threaded, if pieces are lost, or if the string breaks during play and the yo-yo hits anything. These are just a few of the ways a yo-yo can become broken or damaged. There is nothing wrong with the yo-yo. BREAKAGES ARE NOT COVERED BY ANY WARRANTY unless it can be proven that the item was faulty. Please do not ask for a refund as refusal can offend. Note that metal yo-yos are not necessarily stronger than plastic yo-yos.
Broken Yo-Yo Strings
Yo-yo strings will wear out and can break. This is normal and is not indicative of a fault. Yo-yo strings are a user replaceable part. Yo-yo string breakages are not covered by any warranty.
Wooden Kendama will wear out, the string will break, the wood may chip and crack, the paint will chip and mark during play: this is all normal wear and tear, it is not a sign of a faulty product, and it is not covered by any warranty. Some items are covered by the manufacturer's warranty and it may be quicker to deal with the manufacturer directly. Please ask us!
Broken Kendama Strings:
Kendama strings are a user replaceable part and will need replacing regularly. The string can rapidly wear through on the rough edges of the kendama and may only last a very short period, especially on new Kendama and when used by inexperienced players. It is strongly recommended that you buy some spares! Irrespective of how long a string lasts before breaking, string breakages are not indicative of faulty products and are not covered by any warranty.
Once a boomerang has been thrown (ie used) it is no longer new. Please do not be tempted to buy, try and then return! We cannot refund customers who try a boomerang and then decide they do not like it. Breakages are not usually covered, sorry. A played boomerang, however carefully treated, will have suffered wear and tear and cannot be returned as new. Please choose a boomerang carefully! Remember that many boomerangs are for experienced throwers and are difficult to throw. All the boomerangs we sell will work with the right tuning (setup), weather conditions and throwing technique. We will not refund you because your boomerang 'does not return'! If in doubt, please ask!
Boomerangs will break if they hit a hard surface at speed. This includes concrete, walls, fences, trees, cars and even hard or frozen ground. Stones hidden under the surface of apparently soft mud or turf can also break a boomerang. We cannot refund for broken boomerangs! Please only play in a safe area away from obstructions. Never play with a boomerang over a hard surface.
Table Tennis product returns
Any table tennis item found to be faulty can be returned for replacement within 2 weeks of purchase. If a bat has been used it is not possible to refund unless it can be shown the item was faulty: you cannot try a bat and return it if you do not like it! Accidental user damage to table tennis items or normal wear and tear are not covered by any warranty.
Cooling Off Period:
If you are in the European Union you are entitled to return anything you purchase if you change your mind within 28 days of the purchase date. The unused item must be returned in its original condition with the manufacturer's packaging unopened. Unless the product is faulty the customer will pay the cost of postage.
How can I cancel my order?
If the order has already shipped, just contact us to obtain a returns number. Then send it back to us at the address provided, in its original unopened state, with your name and address and the returns number. If the order has not yet shipped contact us to cancel.
Do you charge a fee for returns?
If you decide to cancel your order, we will charge you a £2.00 administration charge. This will be deducted from your refund. This charge contributes to our staff costs and any bank fees incurred processing your refund. Applies to non-EU customers only.
Customer Orders Returned to Sender
If your order is returned by the courier (eg. Royal Mail) because it was undeliverable, unclaimed, refused, the address was incomplete etc, please contact us and let us know. You can then choose to pay a reasonable post and packing charge for the package to be resent to you. Otherwise on request a refund will be issued for the cost of the item(s).