Returns, refunds & exchanges

How to return

1. Start your return. Tap Start a return, sign in with the email you ordered with (we'll send you a code, no password needed), open the order and choose Request return. Pick the items and the reason. For change of mind, do this within 14 days of delivery. Prefer to talk to us? Email shop@ninepadel.com or WhatsApp us with your order number.
2. We approve it. We'll usually approve it within one working day and email you the return address and instructions. If it's faulty, damaged or not what you ordered, we'll email you a free return label.
3. Pack it up. Use the original packaging, with all tags, covers and paperwork. Send it within 14 days of telling us, using a tracked service, and keep your proof of postage.
4. We check it and refund. We'll let you know when it arrives and refund you within 14 days.

Who pays for postage

Problem with it? The item is faulty, damaged in delivery or not what you ordered. We cover the return postage.

Changed your mind? You no longer want it or ordered the wrong one. You cover the cost of sending it back.

Condition

For a change-of-mind return, the item has to come back as you received it:

• Unused, with any protective film on the racket face still in place
• In its original packaging and cover
• With all tags, accessories and paperwork

Want to feel the weight or grip before you commit? Come and see it at our shop inside Padel54, Moira, or ask us on WhatsApp first.

Faulty or damaged

If your order arrives damaged, or something develops a fault, tell us as soon as you can. For damage in delivery, please contact us within 7 days. Send us:

• Your order number
• A short description of the problem
• Photos of the item and the packaging

We'll offer a replacement, repair or refund, and we cover the return postage. Your rights under UK consumer law are not affected.

Refunds

Once your return arrives and we've checked it, we'll email you and refund you to your original payment method within 14 days.

If you're cancelling within 14 days, the refund includes the original standard delivery charge. It doesn't include any extra you paid for a faster delivery option.

Exchanges

Want a different racket, size or colour? The quickest way is to place a new order for the one you want and return the original following the steps above, so the new one isn't held up waiting for the return. Or say what you'd like instead in your return request and we'll swap it once the original is back.

What can't be returned

• Rackets that have been played with, unless they're faulty
• Items with signs of use or damage caused after delivery
• Gift cards and vouchers
• Customised or personalised items, including custom Xcalion rackets. These can't be returned or refunded unless they're faulty.

Delivery confirmation

Once the courier marks a parcel as delivered, with a delivery scan or signature, we treat it as delivered. If you think there's a mistake, contact the courier and let us know, and we'll help where we can.

Your old racket

We don't offer part exchange. If you want to sell a racket you've upgraded from, Racketloop is a second-hand padel marketplace and a good place to give it a new home.