Return and Exchange

RETURNS - Replacement, Exchange, and Refund

Q: What should I do if I received the wrong item?
A: If the wrong item was delivered to your doorstep, don't worry. Baseline Tennis will replace the wrong item with the correct one, subject to the following conditions:

  • The issue must be reported within 7 days of receiving the order.
  • The item must be unused, in its original packaging, and in the same condition as received.
  • The customer must take a photo of the item.
  • If the exact same item/variant is no longer available for replacement, Baseline Tennis may instead process a refund.

Q: What should I do if my items was lost or broken during shipping?
A: We understand that shipping mishaps can occur. If it is proven that your order was damaged or lost due to negligence/mishandling by the courier, Baseline Tennis offers replacement after proper investigation, subject to conditions:

  • The issue must be reported within 7 days of receiving the order.
  • The items must be unused, in their original packaging, and in the same condition as received.
  • The customer must have taken a video of the opening/unboxing of the delivered package which shows that the item was already damaged upon delivery. 
  • If the order did not arrive (lost in transit), the customer must immediately inform Baseline Tennis after checking the tracking number. 
  • If the exact same item/variant is no longer available for replacement, Baseline Tennis may instead process a refund.

Q: What should I do if I ordered the wrong size?

A: We understand that sizes can vary among different products and brands. Baseline Tennis always provides sizing charts to help our customers select the correct size for apparel. Nonetheless, we allow exchanges, depending on the availability of the correct size. Note that this is subject to the following conditions:

  • The issue must be reported within 7 days of receiving the order.
  • The item must be unused, in its original packaging, and in the same condition as received.
  • The customer must take a photo of the item.
  • Customer will shoulder the shipping costs for exchange of sizes.
  • If correct size is no longer available for exchange, Baseline Tennis may instead process a refund.

Cases Not Eligible for Returns: Replacement, Exchange, and Refund

As stipulated in the Consumer Act of the Philippines, the following are NOT entitled for a replacement.

  • Damaged item/s caused by customer’s mishandling
  • Customer’s change of mind

Additionally, Baseline Tennis also reserves the right to reject the replacement/exchange of the following:

  • Items that have been vandalized by the customer
  • Items that are not in their original packaging
  • Items with missing accessories

RETURN PROCESS:

1. Contact Customer Support:
To initiate the return process, please contact Baseline Tennis customer support at info@baselinetennis.ph. Provide details of the issue, including your order number, a description of the problem, and any relevant evidence such as photos and videos.

2. Return Authorization:
Once you have contacted customer support, they will guide you through the necessary steps and provide you with a return authorization if applicable.

2. Return / Exchange Shipping:
Baseline Tennis will provide instructions regarding the return / exchange shipping process. Kindly note that the cost of shipping back the item/s to Baseline Tennis shall be shouldered by the customer. Please follow these instructions carefully to ensure a smooth return.

4. Inspection and Refund / Item Replacement:
Upon receiving the returned items, Baseline Tennis will inspect them to verify their condition. If the return is approved, you will be eligible for a replacement, or exchange (or refund if items are no longer in stock).

The delivery of the replacement item/s shall follow the same schedule mentioned in our shipping policies.

ADDITIONAL INFORMATION

Refund Process:

In case of refunds, these will be processed using the original payment method used during the purchase. Please note that the refund processing time may vary depending on the payment provider and can take up to several business days.

Exclusions:

Please be aware that certain products may have specific return policies due to their nature or condition. These exclusions will be communicated during the purchase process and in the product description.

We value your satisfaction and will do our best to resolve any issues regarding wrong items received, lost items, or items damaged during shipping. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team.

Note: The terms and conditions mentioned above are subject to change. It is advisable to refer to the Baseline Tennis website or contact customer support for the most up-to-date information regarding returns and related matters.

The terms and conditions mentioned above are subject to change. It is advisable to refer to the Baseline Tennis website or contact customer support for the most up-to-date information regarding returns and related matters.