Terms of Service

Last updated: 12 August 2026

These Terms of Service apply to use of retenser.com and to purchases from Elevating Sports B.V., trading as Retenser ("Retenser", "we", "us" or "our"). By placing an order, you agree to these Terms. Mandatory consumer rights always prevail where these Terms conflict with applicable law.

1. Seller information

Elevating Sports B.V., trading as Retenser
Hoge Naarderweg 7E, 1217 AB Hilversum, The Netherlands 
KVK number: 77413628
Email: info@retenser.com

2. The store and these Terms

Our online store is hosted on Shopify. These Terms apply to website visitors and customers. Our Privacy Policy, Shipping Policy and Return and Refund Policy form part of the information governing a purchase. We will make the applicable terms available before checkout and in a form you can save.

You must have legal capacity to enter into a contract. If you purchase on behalf of an organisation, you confirm that you are authorised to bind it. Consumer protections described in these Terms apply only where the buyer qualifies as a consumer.

3. Product information and compatibility

We take reasonable care to describe and display our products accurately. Colours and appearance may vary slightly by screen or production batch. Obvious errors are not binding, but we will contact you before proceeding if an error affects your order.

Retenser products are offered in variants for different racket bridge/string-loop configurations. You are responsible for selecting the correct variant using the product information and installation guide. If you are unsure, contact us before ordering. Choosing the wrong variant does not remove any statutory withdrawal or conformity rights.

The Retenser is intended to be installed during stringing or restringing, preferably by a competent racket stringer, and used in accordance with the installation guide and safety instructions. The website recommends stringing at a maximum of 24 kilograms before later Retenser adjustments. Do not use a damaged product, force an adjustment, or use the product for an unintended purpose. The Retenser is not a medical device and no statement on the website is a guarantee that injury will be prevented.

The supplied ITF approval states that the ITF Technical Commission determined that the Retenser conforms to Appendix II of the Rules of Tennis. This should not be interpreted as sponsorship or endorsement beyond the scope of that approval.

4. Orders and contract formation

Products displayed on the website are an invitation to place an order. You make an offer to buy when you submit the order and payment details. We will acknowledge receipt electronically. A binding contract is formed when we expressly accept the order or dispatch the product, whichever occurs first.

We may refuse or cancel an order before dispatch for a legitimate reason, including unavailability, an obvious pricing error, suspected fraud, an unsupported destination or a legal restriction. If payment has been taken, we will refund it promptly.

Please check your order and contact details before submitting them. Contact us promptly if a correction is needed; changes may not be possible after fulfilment begins.

5. Prices, taxes and payment

The price and currency applicable to your order are shown before you pay. Prices shown to EU consumers include applicable VAT unless clearly stated otherwise. Delivery charges and any other amount collected by us are shown before the order is submitted.

For destinations outside the European Union, import VAT, customs duties and carrier clearance fees may be payable by the recipient unless checkout expressly states that they are included. These charges are imposed by the destination country and are not controlled by us.

Payment is made using the methods offered at checkout. Payment providers may apply their own terms and security checks. You confirm that you are authorised to use the selected payment method.

6. Delivery

We deliver to the destinations offered at checkout. Shipping costs, processing information and estimated delivery windows are set out in our Shipping Policy and at checkout. Estimates are not guarantees unless we expressly agree to a fixed date.

Unless a different period is agreed, we will deliver without undue delay and no later than 30 days after the contract is formed. If delivery is late, you have the remedies provided by applicable law. Risk of loss or damage remains with us until you or a person nominated by you receives the goods, except where you independently appoint a carrier that we did not offer.

7. Right of withdrawal and returns

Consumers may withdraw from an online purchase within 14 calendar days after receipt without giving a reason, subject to statutory exceptions. The procedure, return costs, refund timing and model withdrawal form are set out in our Return and Refund Policy.

Where a consumer handles a product beyond what is necessary to establish its nature, characteristics and operation, the consumer may be responsible for diminished value. Installation, stringing or on-court use may go beyond normal inspection, depending on the circumstances.

8. Statutory conformity and any additional warranty

We are responsible for delivering products that conform to the contract and meet reasonable expectations. If a product is incomplete, damaged, faulty, not as described or fails sooner than may reasonably be expected, consumers have statutory remedies. We will provide repair or replacement, or where appropriate a price reduction or refund, as required by law and without charging the consumer the necessary costs of a valid conformity claim.

There is no single fixed statutory guarantee period in the Netherlands; the expected period depends on the product, price, statements made and normal useful life. Any separate commercial warranty we expressly offer is additional and does not reduce statutory rights.

Normal wear, accidental damage, incorrect installation, use contrary to instructions, unauthorised modification and damage caused by exceeding reasonable racket or string limits are not product defects, unless the underlying issue was caused by a lack of conformity for which we are legally responsible.

9. Complaints and customer service

Send complaints to info@retenser.com with your order number and a clear description of the issue. We aim to acknowledge complaints promptly and provide a substantive response within 14 days. If more time is needed, we will explain when a further response can be expected.

We are not currently stated to be affiliated with a consumer disputes committee. Consumers retain the right to seek assistance from an applicable consumer authority or bring a claim before a competent court.

10. Intellectual property

The website, Retenser name, product designs, text, graphics, photographs, videos, manuals and other content are owned by or licensed to Elevating Sports B.V. and are protected by intellectual-property laws. Retenser products are associated with published patents including EP 3974037 A1 and US 2022/0088444 A1.

You may use the website for personal shopping and information. You may not copy, commercially exploit, reverse engineer, scrape, republish or create misleading derivative content except where applicable law permits it or we give written permission. Third-party marks remain the property of their owners.

11. Acceptable website use

You must not misuse the website, interfere with its security or operation, introduce malicious code, attempt unauthorised access, use automated systems in a way that burdens the service, or use the website for unlawful or fraudulent activity. We may restrict access where reasonably necessary to protect the store, customers or our legal rights.

12. Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, deliberate misconduct, or a consumer's mandatory statutory rights.

Subject to that rule, we are responsible for losses that are a foreseeable result of our breach of contract or negligence. We are not responsible for losses caused by misuse, failure to follow instructions, an incompatible racket or stringing setup not attributable to our product information, or events outside our reasonable control. For business customers, and to the maximum extent permitted by law, we are not liable for indirect loss, loss of profit, revenue, data, business or opportunity.

13. Events outside our control

We are not liable for delay or failure caused by events beyond our reasonable control, such as carrier disruption, extreme weather, strikes, war, government action, customs delays, cyber incidents or supply interruption. We will take reasonable steps to reduce the effect and will inform affected customers where appropriate. Consumer rights relating to late or failed delivery remain unaffected.

14. Privacy

Our Privacy Policy explains how we process personal data. Shopify and payment or other service providers may also process data under their own notices.

15. Changes to the website or Terms

We may update the website and these Terms. The version accepted when an order is placed continues to govern that order unless a change is required by law or is more favourable to you. Updated Terms apply only from their published effective date.

16. Governing law and disputes

These Terms and contracts with us are governed by Dutch law. If you are a consumer living in another country, this choice does not deprive you of mandatory protections that apply in your country of residence.

Disputes may be submitted to the competent Dutch court, but consumers may also use any court or mandatory dispute route available under applicable consumer law. Before commencing proceedings, please contact us so we can try to resolve the issue.

17. General

If any provision is invalid or unenforceable, the remaining provisions remain effective. A failure to enforce a provision immediately is not a waiver. You may not transfer your contract without our consent, except where mandatory law permits. We may transfer our rights or obligations as part of a genuine business transfer, provided this does not reduce consumer rights.

Contact

Email: info@retenser.com