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Refund & Returns Policy

Effective Date: 7.4.2025

 

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through The Tournament House website located at www.thetournamenthouse.com ("Website").

 

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email:  contact@thetournamenthouse.com
  • Phone:  888-404-2874
  • Address:  5900 Balcones Dr., Ste 100, Austin TX 78731
  • Hours:  Monday–Friday, 9 am – 5 pm, UTC/GMT (Arizona)

 

3. Brand by Brand Return and Refund Policy

ULTRA BASE

At The Tournament House, we strive to ensure your complete satisfaction. If for any reason you wish to initiate a return, please contact us directly at contact@thetournamenthouse.com within 7 days of receiving your product and include your order number.

Returns for Non-Damaged Items:
If you choose to return an item for any reason other than damage, a 20% restocking fee will apply. You will also be responsible for the cost of return shipping. All returned items must be shipped back in their original packaging and must arrive in like-new condition. Once the item has been received and inspected, a refund will be issued minus the 20% restocking fee.

Order Cancellations:
Customers must review orders carefully before submitting. If a purchasing error is made, cancellations or changes must be requested immediately. If you cancel an order prior to shipment, we will issue a refund less a 3% processing fee to cover credit card transaction costs.

Damaged or Missing Items:
If your shipment arrives damaged or with missing items, it is critical that you or someone on your behalf note the damage or missing boxes with the delivery driver at the time of delivery. This is necessary to file a shipping claim. If damage or shortages are not reported at the time of delivery, we regret that we cannot offer replacements or file claims on your behalf. If internal parts are found to be damaged or missing after opening the box, and the damage/missing parts were properly documented at delivery, please reach out to us and we will coordinate replacement parts.

White Glove Delivery Not Available:

Ultra Base does not provide White Glove Delivery. Customers are responsible for unloading and setup, which may require multiple people or third-party assistance.

 

4. Return Process for Products Not Listed in Brand-by-Brand Policy

4.1 Return Eligibility

  • Returns must be initiated within 7 days of delivery.
  • Only unused, undamaged items in original packaging are eligible for return.
  • A proof of purchase (order number or receipt) is required.

4.2 Return Conditions

  • Product must be in original condition, including all packaging materials, manuals, accessories, and tags.
  • Custom, made-to-order or perishable products are non-returnable unless damaged or defective upon arrival, including gift cards.
  • Returns must be authorized through our support team before shipping back the item.

4.3 Restocking Fees & Return Shipping

  • A 20% restocking fee applies to all non-defective returns.
  • Return shipping costs are the responsibility of the customer unless the item was received damaged or in error.
  • If an order is cancelled after shipment but before delivery, it is treated as a return and will also be subject to the restocking fee.

4.4 Return Process

  • Contact Us: Email contact@thetournamenthouse.com within 7 days of delivery.
  • Receive Authorization: We’ll provide instructions and, if applicable, a Return Merchandise Authorization (RMA) number.
  • Package & Ship: Securely package the item in the original packaging and include all components and documentation and ship it back within the 7 day return window. Insure your package for protection. Return shipping costs are the customer’s responsibility unless otherwise noted.
  • Inspection & Refund: Upon receipt and inspection, we will issue your refund within 7–10 business days, minus applicable fees.

4.5 Refund Method

  • Refunds will be issued to the original payment method within 14 days. Partial refunds may apply for used/damaged items or late returns.
  • Refund will be issued once item is received back and inspected.
  • Shipping charges are non-refundable unless the return is due to our error or product defect.
  • If a refund is issued due to order cancellation prior to shipment, a 3% processing fee may be deducted to cover credit card fees.

4.6 Return Reasons & Resolutions

  • Change of Mind: Refund to original payment method, minus shipping/restocking fees
  • Defective or Damaged: Replacement or full refund (including return shipping)
  • Incorrect Item Received: We will cover return shipping and send the correct product
  • Product Never Arrived: We will investigate and offer a full refund or replacement if confirmed lost
  • Order Cancellation: Full refund if cancelled before shipping minus any applicable credit card fees (usually 3%); otherwise follow return process

4.7 Exchanges
We offer paid return shipping for exchanges for defective, damaged, or incorrect items. For other exchanges, customers cover shipping.

 

5. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

 

6. Questions and Support

For more information, please:

  • Visit our FAQ page 
  • Contact our Customer Service team:
    • Email:  contact@thetournamenthouse.com  
    • Phone:  888-404-2874

 

Note:  By making a purchase on our Website, you agree to this Return and Refund Policy.

 

The Tournament House

contact@thetournamenthouse.com

888-404-2874

5900 Balcones Dr., Ste 100, Austin, TX 78731