Refund policy

Shipping & Return Policy

Thank you for shopping at Padel y Pala (www.padelypala.com).

To ensure high quality and reduce production waste, our official Padel y Pala branded apparel is crafted made-to-order, while select curated goods may be sourced through partner distributors. Please read the guidelines below for full details on our delivery timescales, cancellation rights, and return procedures.

1. Order Production & Delivery Timescale

Because our products are made-to-order, please allow approximately 15–20 business days for production, processing, and final delivery.

Important Sizing Notice: We place a strong emphasis on checking our product size guides prior to purchase. Because items are crafted made-to-order, consulting our detailed measurements before placing an order helps ensure you receive the perfect fit on arrival and avoids unnecessary return shipping costs.

2. Cancellation & Return Policy (UK & EU Rights)

In accordance with UK Consumer Contracts Regulations and EU Consumer Rights Directive, you have the statutory right to cancel and return your order within 14 calendar days of receiving your items for any reason.

Return Conditions & Guidelines:

Notice Period: You must notify our support team of your intent to return within 14 days of delivery by emailing padelypala@gmail.com.
Dispatch Window: Once your return request has been acknowledged, you have a further 14 days to post the returned items back to our UK return location.
Condition of Items: To be eligible for a full refund, items must be returned unused, unwashed, and in the same original condition in which you received them, with all tags attached. Refunds may be reduced if items show signs of excessive handling, wear, or damage.
Proof of Purchase: You must provide your order number or receipt when submitting a return request.

3. Return Shipping Costs

Customer Responsibility: Unless an item is verified as defective, damaged, or sent in error, you will be responsible for paying your own return shipping costs. Shipping fees are non-refundable.
Tracked Delivery: We strongly recommend using a tracked postal service for all returns, as we cannot issue refunds for items that are lost or damaged in transit back to us.

4. Defective or Damaged Goods

If your item arrives with a manufacturing defect, damage, or if you received an incorrect item, we will make it right:

Contact us within 14 days of delivery at padelypala@gmail.com with your order number and clear photos of the fault.
Once verified by our production team, we will arrange for a replacement or a full refund, including any return shipping costs incurred.

5. Third-Party / Distributor Products

For select curated non-Padel y Pala branded items hosted on our platform, returns and servicing follow the guidelines of their respective manufacturers or distributors.

Please do not send items back to the return address listed on the package.
Contact padelypala@gmail.com first so our support team can verify specific return addresses, eligibility windows, and instructions on your behalf.

6. Refund Processing

Once your return is received and inspected by our team or distributor, we will send you an email to confirm approval or rejection of your refund:

If approved, your refund will be processed immediately.
A credit will automatically be applied to your original method of payment within 5–10 business days (depending on your bank or card issuer).