Returns and Refunds
Not completely satisfied with your order? You can easily request a return through our online returns portal. On this page, you’ll find information on the return window, the conditions that a return shipment must meet, and when you’ll receive your refund.
How long do I have to return my order?
You have 14 days from the day you receive your order to indicate that you wish to cancel the purchase and return one or more products.
After you’ve registered your return within this timeframe, you’ll have another 14 days to actually send the products back.
Returns that are requested or shipped outside these timeframes may no longer be accepted.
How do I request a return?
A return must always be reported first through our online returns portal.
Submit your return through the JustPadel returns portal
In the returns portal, follow these steps:
- Enter your order number and email address.
- Select the product or products you want to return.
- Indicate why you want to return the product.
- Choose whether you want to request a refund or an exchange.
- Review and confirm your return request.
- Receive or purchase your return label through the returns portal.
- Pack the products carefully and ship the package according to the instructions.
Do not return any products before you have registered the return through the returns portal. Returns sent without registration or that do not follow the provided instructions may not be correctly linked to your order.
What are the return costs?
For a standard return—for example, if you’ve changed your mind—you’re responsible for the return shipping costs.
Through the returns portal, you can purchase a return label for a fixed fee. The current return fee is clearly displayed before you finalize your return request.
Is the product damaged, defective, or incorrectly delivered? Please report this through the returns portal and select the appropriate reason for the return. If it turns out to be a defect, shipping damage, or an error on JustPadel’s part, we will cover the return shipping costs.
If an item is damaged, defective, or incorrectly delivered, do not use a standard paid return label without consulting us first. Doing so may prevent return costs from being automatically reimbursed.
What is the return address?
After you’ve registered your return, you’ll receive the correct return label and shipping instructions through the returns portal.
The UK return address is:
JustPadel UK Returns
2 Spire Rd
Rushden NN10 0FN
United Kingdom
Please note: This is a fulfillment warehouse. The warehouse is not accessible to customers, and it is not possible to drop off returns in person or pick up orders here.
Please send returns strictly in accordance with the instructions and using the return label provided through the returns portal.
What conditions must my return meet?
To be eligible for a full refund, the product must be handled with care 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 must be returned in its original packaging, to the extent reasonably possible.
- Original labels, tags, EAN labels, and product packaging are present and undamaged.
- The product has been carefully packaged to prevent damage during return shipping.
You may inspect and evaluate a product in the same way you would reasonably do in a physical store. If you use the product beyond what is necessary to determine its nature, characteristics, and functionality, we may apply a depreciation charge.
The amount of the deduction depends on the condition of the returned product and the extent to which its resale value has been reduced. If a product is no longer resalable due to use, damage, soiling, or missing packaging, the deduction may amount to the full purchase price.
Return Policy for Padel Rackets
A padel racket must be returned unused, undamaged, and in its original condition.
Remove the protective plastic wrap around the grip only if you are certain you want to keep the racket. Once this wrap is removed, the racket can no longer be sold as brand-new and unused.
Therefore, if the plastic wrap around the grip has been removed, we may apply a value reduction. If the racket can no longer be sold as new as a result, this value reduction may be significant.
Rackets with play damage, ball marks, scratches, damage to the frame, a used grip, attached protectors, or other signs of use are not eligible for a full refund.
Return Policy for Shoes
Try on shoes exclusively indoors on a clean surface. Shoes that have been worn outdoors or on a padel court cannot be considered unused.
Return shoes in the original shoe box and place this shoe box inside a sturdy outer box.
Do not apply tape, return labels, or other stickers directly to the original shoe box. Do not write on the shoe box either. A damaged or marked shoe box may result in a reduction in value.
Both shoes, the original padding, labels, and any accessories must be returned in full.
Return Policy for Clothing
Clothing must be returned unworn, unwashed, and undamaged. All original labels and tags must still be attached to the item.
Where applicable, return clothing in the original plastic product packaging with the corresponding EAN label.
Clothing with odors, stains, hair, traces of deodorant, makeup, detergent odor, or other signs of use cannot be processed as completely unused. In such cases, a value reduction may be applied.
Return Policy for Bags and Accessories
Bags and accessories must be returned unused, undamaged, and complete. All original labels, accessories, protective materials, and packaging must be included.
If applicable, please return the product in its original plastic packaging with the EAN label.
Can I exchange an item?
Yes, when you register your return in the returns portal, you can indicate that you’d like to exchange the item.
The availability of the desired replacement item will be assessed when the return is processed. Exchanges are subject to current stock levels.
If the desired item is no longer available, we will contact you or process the return as a refund.
Any price difference between the returned item and the replacement item can be settled separately.
What should I do if I receive a damaged, defective, or incorrectly delivered product?
Did you receive a damaged, defective, or incorrectly delivered product? Please report this as soon as possible via the returns portal and select the return reason that best fits the situation.
Include clear photos of:
- The entire product
- The damage or defect
- The product packaging
- The shipping box, if there is shipping damage
- The shipping label, if applicable
We will assess the report based on the information provided, the nature of the damage, and the probable cause.
If the report is approved as shipping damage, a defect, or an incorrect delivery, JustPadel will cover the reasonable return shipping costs.
Returns and Warranty
A standard return based on the right of withdrawal is not the same as a warranty claim.
Would you like to report a used product due to damage or a possible defect? If so, select the correct reason in the returns portal and include clear photos and a description.
Warranty claims are assessed on a case-by-case basis. In doing so, we consider, among other things:
- The nature and location of the damage
- The presumed cause of the damage
- The age of the product
- The frequency of use
- Normal wear and tear
- Possible impact or shock damage
- A possible material or manufacturing defect
Submitting a warranty claim does not automatically mean that the claim will be approved. After review, you will receive further information about the outcome and a possible solution.
Keep your shipping receipt
Keep the proof of drop-off and the Track & Trace details for your return until you receive confirmation from us that the return has been fully processed.
The return shipment remains the sender’s responsibility until the package has been verifiably received by our returns warehouse.
Without a valid proof of shipment or usable Track & Trace information, we may not be able to investigate if a return package goes missing during transit.
How long does it take to process my return?
As soon as the return shipment is received at our warehouse, it will be inspected. You will receive an email notification regarding the receipt and further processing of your return.
A refund will be processed no later than 14 days after we receive the return shipment, provided the return meets the conditions.
We may delay the refund until we have received the products or until you have provided sufficient proof that the products have been returned.
Once the refund has been processed, you will receive a confirmation via email.
How do I get my money back?
The refund will be issued via the same payment method used for the original order, unless otherwise expressly agreed.
After we’ve processed the refund, it may take a few more business days for the amount to appear in your account, depending on your bank or payment provider.
Will the original shipping costs be refunded?
If you cancel the entire order within the legal return period, we will refund not only the purchase price but also the cost of our cheapest standard shipping option.
If you selected a more expensive or expedited delivery method when placing your order, only the cost of the cheapest standard delivery will be refunded.
If you return only part of the order and keep the remaining products, the original shipping costs will not be refunded.
You are responsible for the shipping costs associated with a standard return.
Digital Gift Cards
Digital gift cards cannot be returned, canceled, or exchanged for cash after delivery, except where required by law.
Therefore, please carefully check the amount and the recipient’s email address before purchasing.
Items That Do Not Meet the Return Conditions
If a returned product does not meet the return conditions, we may:
- Apply an appropriate deduction to the refund
- Request additional information from the customer
- Return the product at the customer’s expense
- Refuse the refund to the extent permitted by law
We will notify you by email if, during our review, it appears that a return does not fully meet the conditions.
Questions about your return?
Do you have a question about a return, exchange, refund, or warranty claim? Please contact our customer service.
Phone and WhatsApp
+31 6 19326140
Customer Service Hours
Monday through Friday
8:00 a.m. to 4:00 p.m. UK time