Returns & Refunds
Not completely satisfied with your order? You can easily register your return through our online returns portal. This page explains how long you have to return your order, the conditions your return must meet and when you can expect your refund.
How long do I have to return my order?
From the day your order is delivered, you have 14 days to tell us that you wish to cancel your purchase and return one or more products.
After registering your return within this period, you have a further 14 days to send the products back to us.
Returns registered or sent outside these time limits may no longer be accepted.
How do I register a return?
A return must always be registered through our online returns portal before it is sent.
Register your return through the JustPadel returns portal
Follow these steps in the returns portal:
- Enter your order number and email address.
- Select the product or products you wish to return.
- Tell us why you are returning the product.
- Choose whether you would like a refund or an exchange.
- Review and confirm your return request.
- Receive or purchase your return label through the portal.
- Pack the products carefully and hand in the parcel according to the instructions.
Do not send products back before registering the return through the portal. Returns sent without registration or outside the provided instructions may not be correctly linked to your order.
How much does a return cost?
For a standard change-of-mind return, the return shipping costs are your responsibility.
You can purchase a return label for a fixed fee through the returns portal. The current return fee will be clearly displayed before you confirm your return request.
If the product is damaged, faulty or incorrectly supplied, register the issue through the returns portal and select the correct return reason. If the issue is confirmed as a fault, transit damage or an error by JustPadel, we will cover the return shipping costs.
Please do not purchase a standard paid return label for a damaged, faulty or incorrectly supplied item without first following the appropriate procedure. Otherwise, the return costs may not be refunded automatically.
What is the return address?
After registering your return, you will receive the correct return label and shipping instructions through the returns portal.
Our UK return address is:
JustPadel UK Returns
2 Spire Rd
Rushden NN10 0FN
United Kingdom
Please note: this is a fulfilment warehouse only. It is not open to customers, and returns cannot be handed in personally or collected from this address.
Only send a return in accordance with the instructions and using the return label provided through the returns portal.
What conditions must my return meet?
To qualify for a full refund, the product must be handled carefully and returned in its original condition.
A return must meet the following conditions:
- The product is unused and undamaged.
- The product is clean and shows no signs of use.
- The product is complete and includes all original parts and accessories.
- The product is returned in its original packaging where reasonably possible.
- Original labels, tags, EAN labels and product packaging are present and undamaged.
- The product is packed carefully to prevent damage during return shipping.
You may inspect and assess a product in the same way you reasonably could in a physical shop. If you handle or use the product beyond what is necessary to establish its nature, characteristics and operation, we may apply a deduction for diminished value.
The amount deducted will depend on the condition of the returned product and the reduction in its resale value. If a product can no longer be resold because it has been used, damaged, marked, contaminated or returned without essential packaging, the deduction may be as much as the full purchase value.
Return conditions for padel rackets
A padel racket must be returned unused, undamaged and in its complete original condition.
Only remove the protective plastic wrap around the grip when you are certain that you wish to keep the racket. Once this wrap has been removed, the racket can no longer be sold as completely new and unused.
If the protective plastic wrap around the grip has been removed, we may therefore apply a deduction for diminished value. If the racket can no longer be sold as new, this deduction may be significant.
Rackets showing evidence of play, ball contact, scratches, frame damage, a used grip, fitted protectors or other signs of use will not qualify for a full refund.
Return conditions for shoes
Only try shoes on indoors and on a clean surface. Shoes worn outdoors or on a padel court cannot be considered unused.
Return shoes in their original shoe box and place the shoe box inside a suitable protective outer box.
Do not apply tape, a return label or any other stickers directly to the original shoe box. Do not write on the shoe box. A damaged or labelled shoe box may result in a deduction for diminished value.
Both shoes, the original packaging materials, labels and any accessories must be returned complete.
Return conditions for clothing
Clothing must be returned unused, unworn, unwashed and undamaged. All original tags and labels must remain attached to the item.
Where applicable, return clothing in its original plastic product packaging with the corresponding EAN label.
Clothing with odours, stains, hair, deodorant marks, make-up, detergent smells or other signs of wear cannot be processed as completely unused. A deduction for diminished value may apply.
Return conditions for bags and accessories
Bags and accessories must be returned unused, undamaged and complete. All original tags, accessories, protective materials and packaging must be included.
Where applicable, return the product in its original plastic packaging with its EAN label.
Can I exchange an item?
Yes. When registering your return through the returns portal, you can indicate that you would like to exchange the item.
The availability of your requested replacement will be checked when the return is processed. All exchanges are subject to current stock availability.
If the requested replacement is no longer available, we will contact you or process the return as a refund.
Any price difference between the returned product and the replacement product may need to be settled separately.
What should I do if my product is damaged, faulty or incorrect?
If you receive a damaged, faulty or incorrect product, register the issue through the returns portal as soon as possible and select the return reason that best describes the situation.
Please provide clear photographs of:
- The complete product
- The damage or fault
- The product packaging
- The shipping box if the item was damaged in transit
- The shipping label where relevant
We will assess the request based on the information provided, the nature of the damage and its likely cause.
If the request is approved as transit damage, a fault or an incorrect delivery, reasonable return shipping costs will be covered by JustPadel.
Returns and warranty claims
A standard return under your cancellation rights is different from a warranty claim.
If you wish to report damage or a possible fault affecting a used product, select the correct reason in the returns portal and include clear photographs and an explanation.
Warranty claims are assessed individually. We may consider:
- The nature and location of the damage
- The likely cause of the damage
- The age of the product
- The intensity of use
- Normal wear and tear
- Possible impact or collision damage
- A possible material or manufacturing defect
Registering a warranty claim does not automatically mean that the claim will be approved. After assessment, you will receive further information about the outcome and any available solution.
Keep your proof of postage
Keep your proof of postage and Track & Trace information until you have received confirmation from us that your return has been fully processed.
The return remains the sender's responsibility until the parcel has been recorded as received by our return warehouse.
Without valid proof of postage or usable Track & Trace information, we may be unable to investigate a return parcel that goes missing during transit.
How long does it take to process my return?
Once the return reaches our warehouse, it will be inspected. You will receive email updates regarding the receipt and processing of your return.
Your refund will be processed no later than 14 days after we receive the returned products, provided the return meets the applicable conditions.
We may withhold the refund until we have received the products or until you have supplied adequate evidence that the products have been sent back.
Once the refund has been issued, you will receive confirmation by email.
How will I receive my refund?
Refunds will be issued using the same payment method used for the original purchase, unless expressly agreed otherwise.
After we have issued the refund, it may take several additional working days for the amount to appear in your account, depending on your bank or payment provider.
Will my original delivery costs be refunded?
If you cancel and return your complete order within the applicable cancellation period, we will refund the purchase price together with the cost of the least expensive standard delivery option offered for your order.
If you selected a more expensive or expedited delivery service, only the equivalent cost of the least expensive standard delivery option will be refunded.
If you return only part of your order and keep the remaining products, the original delivery costs will not be refunded.
The cost of sending back a standard change-of-mind return remains your responsibility.
Digital gift cards
Once delivered, digital gift cards cannot be returned, cancelled or exchanged for cash, except where required by law.
Please carefully check the gift card value and the recipient's email address before completing your purchase.
Items that do not meet the return conditions
If a returned product does not meet the return conditions, we may:
- Apply an appropriate deduction for diminished value
- Ask you for additional information
- Send the product back to you at your expense
- Refuse the refund to the extent permitted by law
We will contact you by email if our inspection shows that a return does not fully meet the applicable conditions.
Questions about your return?
If you have a question about a return, exchange, refund or warranty claim, please contact our customer service team.
Phone & WhatsApp
+31 6 19326140
Customer service opening hours
Monday to Friday
8:00 AM to 4:00 PM UK time