Returns, Exchanges & Warranty
1. Right of Withdrawal
In accordance with Spanish consumer law and EU Directive 2011/83/EU, you have the right to withdraw from any purchase made at padel.org.es within 14 calendar days from the date you receive the product, without needing to provide a reason.
To exercise this right, simply notify us within the 30-day period by email at sales@padel.org.es or by phone at +34 911 75 38 80, including your order number.
2. Conditions for Returns
For a return to be accepted, the product must meet the following requirements:
- Original packaging: Returned in its original box, complete and undamaged.
- Unused condition: No signs of use, scratches, marks or improper handling. All protective covers, labels and security seals must be intact.
- Complete accessories: All original components must be included (covers, extra grips, manuals, and any accessories included in the box).
- Proof of purchase: Order confirmation email or receipt must be provided.
3. Return Shipping Costs
- Change of mind (withdrawal): Return shipping costs of €1.99 are borne by the customer and will be deducted from the total refund.
- Defective product or shipping error: If the product has a manufacturing defect or does not correspond to the order, Padel House S.L. will cover all collection costs at €0.00.
4. How to Return — Step by Step
You may also return items in person at our store: La Vaguada Shopping Center, 2nd Floor, 28029 Madrid (Monday–Saturday 10:00–21:00).
5. Exchanges
We offer exchanges for a different size or colour on all eligible items within 30 days of receipt. To request an exchange, contact us with your order number and the desired replacement. If the replacement item has a higher price, the difference will be charged. If lower, we will refund the difference.
6. Refunds
Approved refunds are processed to the original payment method within 5 business days of receiving and inspecting the returned item. Credit/debit card refunds may take an additional 3–5 business days to appear on your statement depending on your bank.
Original shipping costs (if charged) are only refunded if the return is due to a defect or error on our part.
7. Product Warranty
In accordance with Real Decreto-ley 7/2021, all new products purchased at padel.org.es carry a 3-year legal guarantee from the date of delivery.
What the warranty covers
- Manufacturing defects in materials and workmanship
- Structural failures not caused by misuse (frame, bridge, head, grip structure)
- Component defects in carbon/graphite fibres, composite layers
- Assembly or bonding failures
What is NOT covered
- Normal wear and tear
- Damage from accidents, impacts, misuse or unauthorised modification
- Cosmetic damage (scratches, dents) not affecting function
- Damage from improper storage or exposure to extreme conditions
- String breakage (consumable item)
How to make a warranty claim
Contact us at sales@padel.org.es with your order number, a description of the defect and photographs. We will assess the claim and respond within 3 business days with a resolution or collection arrangement.