Return Policy

Return & Refund Policy

At K!ckAce, we stand behind the high quality of our products and your satisfaction. If you are a consumer residing in the European Union, you have the statutory right to withdraw from your purchase and return the product within 14 days without giving any reason.

1. Return Conditions

  • Return Window: You have the right to cancel your purchase and request a return within 14 days from the date you (or a third party designated by you) received physical possession of the goods.

  • Product Condition & Packaging: To be eligible for a return, the product must be unopened, unused, in its original packaging, with all tags attached, and in perfect resalable condition (with no signs of use, scratches, dirt, or kinks in tennis strings).

  • Proof of Purchase: You will need the receipt, invoice, or order confirmation to complete your return.

  • Shipping Costs: Unless the item is defective or incorrect, all shipping fees and transport costs for returning the product are the sole responsibility of the buyer.

2. How to Initiate a Return

  1. Before shipping any product back, please contact us via email at kickace@novitska.com (or by phone at +359 889 318 856) to inform us of your decision and receive specific return authorization instructions.

  2. Items sent back to us without prior notice or return authorization will not be accepted.

  3. Package the item securely and ship it to our designated return address:

K!ckAce / Novitska Consult Ltd.
18 Kishinev Str., Fl. 4
1407 Sofia, Bulgaria

3. Damages, Defective, or Incorrect Items

Please inspect your order upon delivery. If the item is defective, damaged in transit, or if you received the wrong item, please contact us immediately at kickace@novitska.com with details and photos/videos of the issue. We will evaluate the case, arrange a free replacement, or issue a full refund including return shipping costs.

4. Exchanges

The fastest way to ensure you get what you want (e.g., a different string gauge or model) is to return the original item following the return conditions above. Once your return is accepted and inspected, you can make a separate purchase for the new item through our store.

5. Refunds

  • We will notify you once we've received and inspected your returned package to inform you whether the refund has been approved.

  • If approved, your payment will be refunded using the original payment method, or credited to a bank account (IBAN) provided by you, within 14 calendar days from the date we receive the returned goods or proof of return shipment.

  • Please note that your bank or credit card company may take additional time to process and post the refund to your account.

6. Exceptions & Non-Returnable Items

For health protection, safety, or hygiene reasons, or where products have been customized/altered at your explicit request (such as custom-strung tennis rackets or modified gear), items cannot be returned once unsealed or modified unless defective.

Questions?

If you have any questions regarding our Refund & Return Policy, please contact us at kickace@novitska.com