Finding the right fit
You have 15 calendar days from delivery to request a return on your Tennis Tote, including our current $60 introductory offer. Email contact@neverstaythere.com with your order number or another proof of purchase.
Try it on indoors and check the size, color and compartments with clean, dry belongings. For a change-of-mind return, keep it unused beyond this inspection, unwashed, undamaged and unaltered, with its original tags and accessories. Save trips to the court or work until you’ve decided to keep it. The bag should be free of stains, odors and outdoor wear.
Use the original packaging if available, or a suitable alternative that protects the bag.
Sending it back
We’ll send you the return address and instructions. Under our voluntary policy, please ship your return within 2 business days after receiving approval and the complete details. This is the shipping deadline; the package does not need to arrive within that window. Any longer period provided by law takes priority.
If you’ve changed your mind, the size isn’t right or you chose a color you no longer want, you pay the return shipping. We’ll provide the destination before you ship so you can check the cost. Keep your shipping receipt and use the address we provide.
If something isn’t right
If your tote arrives damaged, has a fault, doesn’t match its description or is the wrong item or color, email us with your order details and a description. Relevant photos help us understand what happened.
We’ll assess the issue with you and arrange an appropriate resolution. For these issues, NST covers any necessary return shipping. Contact us before paying for shipping so we can coordinate the arrangements.
Normal wear or damage caused by misuse, incorrect cleaning or alterations isn’t a manufacturing fault. A genuine fault may only become apparent during normal use; you can still contact us for help.
For confirmed loss or damage during delivery, we’ll arrange a replacement or refund. See our Shipping Policy.
Switching colors
Prefer another color? Email us within 15 calendar days of delivery. Exchanges depend on availability and follow the same item-condition and shipping requirements as voluntary returns. For a change-of-mind exchange, you pay to return the original bag and ship its replacement. If we sent the wrong color or the bag is faulty, we’ll cover the necessary return shipping.
Your refund
Once we’ve received your return, checked its condition and confirmed it is eligible, we’ll initiate your refund to the original payment method within 1 business day. Your refund covers the price paid for the returned item, with no restocking or processing fees. Your bank or payment provider may take an additional 3–5 business days to reflect the credit on your account.
If an item doesn’t meet the return conditions, we’ll explain our findings and discuss the next steps with you. Where the law allows an adjustment for handling beyond necessary inspection, it will reflect the documented loss in value and we’ll explain the amount.
Your consumer rights
These voluntary conditions sit alongside your statutory rights, including rights concerning faulty goods and discounted purchases. Where the law provides different inspection, cancellation, return or refund rights, those apply. Statutory cancellation doesn’t require our approval.
Where EU or UK distance-selling cancellation rights apply, you generally have 14 days after delivery to notify us and another 14 days after notification to send the goods back. We follow applicable refund deadlines, including where proof of return is sufficient before the package reaches us, and refund delivery charges where required by law.
For help with a return or exchange, email contact@neverstaythere.com.