Refund policy

Refund Policy

We want you to be confident when shopping with ThePadelShop.co.nz. This policy explains when an item can be returned and who is responsible for return costs.

Your rights under New Zealand law

Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.

Goods sold by us must be of acceptable quality, be fit for their usual purpose and any particular purpose you made known to us, match their description, and arrive within a reasonable time when no delivery time has been agreed.

If an item is faulty, damaged, incorrectly supplied, does not match its description or otherwise fails to meet a consumer guarantee, please contact us at info@thepadelshop.co.nz. The remedy available will depend on the nature of the problem and may include repair, replacement or refund as required by law.

Where an item has a minor problem that can be remedied, we may choose to repair or replace it, or provide a refund. Where the problem is substantial, you may be entitled to reject the item and choose between a replacement or refund, subject to the Consumer Guarantees Act.

Change-of-mind purchases across our product range

Except for the voluntary shoe-return option described below, we do not provide refunds, exchanges or store credit simply because:

you changed your mind;
your circumstances changed;
you ordered the wrong product, colour or size;
the fit, appearance or feel is not to your personal preference; or
you found the product cheaper elsewhere.

This applies across our physical product range. Because padel rackets and balls are our main products, the specific conditions below explain how returns and product issues are handled for them. The shoe size exchange and store-credit option is a separate customer service benefit.

Padel racket returns

Please choose your racket carefully. Padel rackets are high-value performance products and differences in shape, balance, weight, stiffness, surface texture and sound are part of choosing a model that suits you.

We do not accept a racket return or provide a refund, exchange or store credit because:

you changed your mind or selected the wrong racket;
the racket feels heavier, lighter, harder, softer, more powerful or less comfortable than you expected;
its balance, sweet spot, sound or playing characteristics do not suit your personal preference or technique;
you ordered the wrong grip size, colour, model or version; or
you found the racket cheaper elsewhere.

A stated racket weight is normally a manufacturer range or approximate specification. Normal manufacturing variation within the stated range is not a fault. Applied overgrips, protectors and other accessories can also change the racket's finished weight and balance.

Unless the racket has a problem covered by New Zealand consumer law, it cannot be returned after any protective wrapping, labels or packaging have been removed, an overgrip or frame protector has been fitted, or the racket has been used to strike a ball.

Marks, chips, scratches or cracks caused by contact with the court, glass, fencing, another racket or another object are not manufacturing faults. Damage caused by misuse, accidental impact, heat, moisture, incorrect storage, unauthorised modification or continued use after damage appears is not covered unless New Zealand law requires otherwise.

If you believe a racket is faulty

Stop using the racket and contact info@thepadelshop.co.nz as soon as reasonably possible. Include:

your order number;
a clear description of the problem and when it appeared;
clear photographs or video showing the entire racket and the affected area; and
the serial number, warranty label or other identifying information where available.

Please do not send the racket back until we provide return instructions. We may need to inspect it and may consult the manufacturer or New Zealand distributor as part of determining the cause of the problem. Any manufacturer assessment supports our review but does not replace your rights against us under the Consumer Guarantees Act.

If the racket fails to meet a consumer guarantee, we will provide the remedy required by law and cover reasonable approved return shipping. If inspection shows that the issue is impact damage, misuse, fair wear and tear or another matter not covered by the Consumer Guarantees Act or any applicable manufacturer warranty, we may decline the claim. We will discuss any cost of returning a declined racket to you before sending it.

Padel ball returns

Please check that you have ordered the correct balls before opening the can, tube, box or other sealed packaging.

We do not accept change-of-mind returns of opened padel-ball cans or damaged packaging. Unopened balls are also not returnable for change of mind unless we agree otherwise in writing.

If a newly opened can appears defective, for example, balls arrive without normal pressure, stop using them and contact info@thepadelshop.co.nz promptly with your order number, photographs and the batch or production code if available. Normal pressure loss through use, age after opening, storage conditions or ordinary wear is not a product fault. Nothing in this section limits your rights under the Consumer Guarantees Act.

Shoe size exchanges and store credit

We understand that choosing a shoe size online can be difficult. Eligible shoes may be returned within 14 days of delivery for either:

an exchange for another available size of the same shoe; or
store credit equal to the price paid for the returned shoes.

Cash refunds are not offered for shoe sizing, fit, personal preference or other change-of-mind reasons.

To qualify for a voluntary return, the shoes must:

only have been tried on indoors on a clean, soft surface;
be unworn, unmarked, clean, odour-free and in resaleable condition;
include all original tags, inserts and accessories; and
be returned in the original, undamaged shoe box.

Please place the shoe box inside suitable protective packaging. Do not attach courier labels, tape or writing directly to the shoe box.

We may decline a voluntary return where the shoes or packaging do not meet these conditions. Shoes showing court or outdoor wear, dirt, odour, damage or significant wear creasing will not qualify. These conditions do not apply where the shoes fail to meet a guarantee under New Zealand law.

How to request a shoe return

Email info@thepadelshop.co.nz within 14 days of delivery. Include your order number, the reason for the return and the size you would like if requesting an exchange.

Please wait for return instructions before sending anything. Returns sent without prior approval may be delayed or returned to the sender.

Replacement sizes are subject to availability. We cannot guarantee or reserve a replacement size until your return request has been approved. If the requested size is unavailable, we will provide store credit.

Costs for voluntary shoe returns

For a sizing, fit or change-of-mind return:

you are responsible for the cost and risk of returning the shoes to us;
we recommend using a tracked courier service;
original delivery charges are not refundable; and
if you request an exchange, you must pay our current standard delivery charge for the replacement pair, including where the original order qualified for free shipping.

We do not charge an administration or restocking fee for an approved shoe size exchange or store credit.

All other physical products

Except for eligible shoes under the policy above, sales of padel rackets, balls, bags, clothing, grips, protectors and all other physical products are final where the reason is change of mind, incorrect selection or personal preference. The specific racket and ball provisions above apply alongside this rule. This does not affect your rights where a product fails to meet a guarantee under New Zealand law.

If we agree to accept another voluntary return, we may set reasonable conditions before approving it. These may include providing store credit instead of a cash refund and requiring you to pay return and replacement delivery costs.

Online gift cards

Online gift cards are delivered electronically and are valid for three years from the date of purchase. They are not returnable, refundable, exchangeable or redeemable for cash because of a change of mind, except where required by law.

If a purchase does not use the full value of a gift card, the remaining balance will stay available on that card until its expiry date. You are responsible for keeping the gift-card code secure. Contact us promptly if you believe a code has been lost, stolen or used without permission.

Clearance and final-sale products

Clearance and final-sale products cannot be returned because of a change of mind. This does not limit your rights where a product fails to meet a guarantee under New Zealand law.

Incorrect, damaged or faulty items

If we have sent the wrong item, or your order arrives damaged or appears faulty, contact info@thepadelshop.co.nz as soon as reasonably possible. Please include your order number, a description of the problem and clear photographs of the item and packaging where practical.

Please retain the item and its packaging while we assess the issue. Do not continue using an item if doing so could worsen the damage or create a safety risk.

Where the item fails to meet a guarantee under the Consumer Guarantees Act, we will cover reasonable return shipping costs. Please contact us before returning the item so we can arrange or approve the return method.

Inspection and processing

We will let you know when your return has been received and inspected.

Approved exchanges and store credits will be processed as soon as reasonably practicable. If a refund is required under New Zealand law, it will normally be made to the original payment method unless otherwise agreed. Your bank or payment provider may take additional time to show the refund.