Refund policy

You can return most items within 14 days of delivery for a refund. Nothing in this policy affects your statutory rights under UK consumer law.

How to return

  1. Start your return online at ninepadel.com/pages/returns, or email shop@ninepadel.com or WhatsApp +44 7418 602683 with your order number. For a change-of-mind return, tell us within 14 days of delivery.
  2. We approve it, usually within one working day, and email you the return address and instructions. If it's faulty, damaged or not what you ordered, we'll send a free return label.
  3. Send it back within 14 days of telling us, in the original packaging with all tags, covers and paperwork, using a tracked service. Keep your proof of postage.
  4. We check it and refund you to your original payment method within 14 days of it arriving.

Who pays for return postage

  • Faulty, damaged in delivery or not what you ordered: we pay.
  • Changed your mind or ordered the wrong one: you pay to send it back.

Condition

For a change-of-mind return the item must 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.

Faulty or damaged items

Tell us as soon as you can, and within 7 days for damage in delivery. Send your order number, a short description and photos of the item and packaging. We'll offer a replacement, repair or refund and cover the return postage.

Refunds

Refunds go back to your original payment method within 14 days of us receiving the return. If you cancel within 14 days, the refund includes the original standard delivery charge, but not any extra paid for a faster delivery option.

Exchanges

The quickest way is to place a new order for the item you want and return the original as above. Or tell us 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 faulty
  • Items with signs of use or damage caused after delivery
  • Gift cards and vouchers
  • Customised or personalised items, including custom Xcalion rackets, unless faulty

Contact

NINE FAMILY LTD, trading as NINEPADEL. Email shop@ninepadel.com, WhatsApp +44 7418 602683. Returns address supplied when your return is approved.