Guarantee and return

Returns policy and guarantees

Cancellations and Returns

ORDER CANCELLATION

You can request to cancel your order by contacting us through the available channels (phone, email, or live chat).

We will do our best to process your request, but if the order is already being prepared or has been shipped, it will not be possible to cancel it.

Although we will try to manage it on time, we cannot guarantee cancellation, so we appreciate your understanding if we are not able to process it in time.

If cancellation is not possible, you can refuse delivery. Once the order is returned to our facilities, we will issue a full refund with no additional charges.

PLEASE NOTE: This option is only valid for shipments within the European Union. For orders outside the EU, please refer to the section "Returns (outside the European Union)" for applicable costs.

RETURNS AND EXCHANGES

At Pādel Nuestro, we care about your satisfaction and want to ensure your shopping experience is perfect. That's why we offer a RETURN GUARANTEE OF UP TO 30 CALENDAR DAYS from the date you receive your order.

To take advantage of this guarantee and get a fast and simple refund, we provide the following guide:

Important: Orders placed online cannot be returned or exchanged in physical stores

Return Conditions

• Unused Products: We hope our products meet your expectations, but if not, please ensure the item you wish to return has not been used.
• Items in New Condition: We want to ensure that our products reach you in perfect condition. Therefore, items must be returned in their original, unused condition with all original packaging and seals.
• Do not place labels directly on the items.

Return Costs

The cost of return for mainland Spain and the Balearic Islands is €4.95. If your order is under €59, the original shipping costs will not be refunded. This amount will be deducted from the refund if you use our prepaid return label. If you choose to return the product by other means, the cost will depend on the carrier and will not be associated with us.

For locations outside mainland Spain and the Balearics, return costs are as follows:

• Portugal: 9,95€
• France and Italy: €9.95
• Belgium: €11.95
• Sweden, Denmark, Norway, and Finland: €19.95
• Other European countries: €14.95
• Canary Islands, Ceuta, Melilla, and other countries: return costs are paid by the customer

In the case of an exchange, the same fees apply as for returns. It is not possible to exchange products in Portugal.

Other Considerations

Voluntary Returns: Voluntary returns are not free and incur a fee of €4.95.

Destinations Outside Mainland Spain: If your order was delivered outside mainland Spain, return costs are your responsibility. You must send the package prepaid, properly packed, and in its original packaging, within 30 calendar days from receipt to the following address:

Pādel Nuestro
Avenida Principal, Parcela 29-30
Polígono Industrial Oeste
30169 San Ginés, Murcia

How and When Will I Receive My Refund?

Once we have received the returned product in the mentioned conditions, we will issue the refund using the payment method you used:

Credit Card Payment: You will receive a refund on your credit card account.

PayPal Payment: You will receive a refund in your PayPal account. You can either keep the balance in PayPal for future purchases or transfer it to your bank account. To do so, please contact PayPal.

At Pādel Nuestro, we are here to ensure your shopping experience is as smooth and satisfactory as possible. If you have any questions or need more information about our return policies, feel free to contact us. Your satisfaction is our top priority.

Step-by-Step Return Process (Valid for Mainland Spain and Balearic Islands)

1. Request Your Return Label: Email incidencias@padelnuestro.com to request your Correos return label.
2. Prepare Your Package: Ensure the products are new, unused, in original packaging, and include all original seals and wrapping. Don’t forget to include the invoice or delivery note.
3. Attach the Label: Place the return label on the outside of the package and drop it off at your nearest Correos office. Do not stick the label directly on the product or its box. If you can’t print the label, you may show it on your mobile phone.
4. Review and Refund: Once we receive the item and confirm it’s in perfect condition, we will issue your refund as soon as possible.

Return Process for Other Countries and Canary Islands

1. Email incidencias@padelnuestro.com to request your return.
2. To return items, all goods must be sent prepaid to the address below. Items sent postage due will not be accepted. Return rights are regulated by consumer laws, and the return shipping costs are paid by the customer.
3. All returns must be pre-approved by opening a support ticket in the Customer Service Center and requesting a return code.
4. Once the items have been received, inspected, and confirmed to be new and unused, we will proceed to refund the amount for the returned items.
5. If the return is accepted, the full amount will be transferred to the provided account within 14 days of receiving the goods.

Return address (prepaid shipping required):

C/ Venezuela, Parcela 1-17
Polígono Industrial Oeste
30820 Alcantarilla, Murcia - SPAIN

VERY IMPORTANT: Include a copy of the invoice inside the package and indicate the support ticket number from the Customer Service Center and the word "RETURN" both on the outside and inside the package. If not clearly marked, your return may be delayed or not processed.

PRODUCT EXCHANGES (Mainland Spain and Balearic Islands)

To request a product exchange, please email incidencias@padelnuestro.com. Our after-sales team will guide you through the appropriate steps.

PRODUCT EXCHANGES (Other Countries and Canary Islands)

Product exchanges are not accepted. For any inquiries, please email incidencias@ofertasdepadel.com