Refund and Exchanges
At ninepadel.com, we want you to love your padel gear. If you’re not completely satisfied with your purchase, we’re here to help. This policy outlines your rights under UK law and our own return process to make things simple.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, customers in the UK have the right to cancel and return most online purchases within 14 days of receiving the item, without giving a reason.
To cancel your order, please email us at shop@ninepadel.com within 14 days of delivery.
2. Eligibility for Return
To be eligible for a return, your item must:
- Be in its original condition: unused, unwashed, and in original packaging
- Include all tags, accessories, and documentation (e.g. manuals or warranties)
- Be returned within 14 days of notifying us of your return
Items not eligible for return include:
- Gift cards or vouchers
- Customised or personalised items
- Items showing signs of use or damage caused after delivery
3. Faulty or Damaged Items
If your item arrives damaged or is faulty, please contact us within 7 days of delivery at [Insert Contact Email], providing:
- Your order number
- A description of the issue
- Photos of the item (if applicable)
We’ll offer you a replacement, refund, or repair, depending on the situation and your preference.
4. How to Return an Item
- Email us at shop@ninepadel.com with your order number and reason for return.
- We will reply with return instructions and the return address.
- Package the item securely and send it using a tracked service (recommended).
Please keep proof of postage—we are not responsible for items lost in return transit.
5. Return Shipping Costs
- If the item is faulty, damaged, or incorrect: we will cover the return shipping.
- If you are returning for any other reason (e.g. changed your mind): you are responsible for return shipping costs.
6. Refunds
Once we receive and inspect your return, we will notify you and process your refund within 14 days to your original payment method. Refunds will include the original delivery charge (standard shipping only) if applicable under your statutory rights.
7. Exchanges
If you’d like to exchange an item, please follow the return steps above and place a new order for the replacement item.
Questions?
Please contact us at 📧 shop@ninepadel.com and we’ll be happy to help.