Returns, Exchanges & Refunds Policy

Padel Point Cy is operated by ECPG Solutions Ltd. Please read this policy carefully before returning any product.

1. Online Return Period

Consumers purchasing through padelpointcy.com may notify us that they wish to return an eligible product within 14 days from the date they receive their order.

To request a return, email [email protected] within the 14-day period. After notifying us, the product must be sent back within a further 14 days.

The product may only be inspected in the same way it could reasonably be inspected in a physical store. The right to return a product does not include a right to use, test during training or competition, wash, modify or otherwise handle it beyond what is necessary to inspect it.

The statutory return period applies to online consumer purchases. Business, wholesale and commercial resale purchases may only be returned following prior written agreement.

2. Conditions for a Full Refund

To qualify for a full refund, every returned product must:

• Be unused and in its original condition.

• Be clean and free from marks, scratches, stains, damage, odours or signs of wear.

• Include all original labels, tags, accessories, manuals and components.

• Be returned in its original packaging, where reasonably possible.

• Be capable of being sold again as a new product.

Products are inspected before any refund or exchange is approved.

If a product has been handled or used beyond what is necessary for a reasonable in-store inspection, Padel Point Cy may reduce the refund by an amount corresponding to the product’s actual reduction in value.

If the product can no longer be sold as new, the reduction may be substantial.

Padel rackets

To qualify for a full refund, a racket must:

• Not have made contact with a ball.

• Not have been used on court, during training or in a match.

• Retain the original plastic wrap on the grip.

• Have no overgrip, frame protector, tape or accessory applied.

• Have no scratches, chips, marks or other signs of use.

Removing the grip plastic, applying an overgrip or protector, or hitting balls with the racket goes beyond a reasonable inspection and may result in a substantial reduction of the refund.

Shoes

Shoes may only be tried indoors on a clean surface, in the same way they would be tried in a physical store.

Shoes must not:

• Be worn outdoors or on a padel court.

• Show dirt, wear, creasing, damage or marks on the soles or upper material.

• Have missing labels, accessories or original packaging.

Shoes showing signs of outdoor, training or court use will not qualify for a full refund.

Clothing and apparel

Clothing may only be tried on carefully to check the size and fit.

Returned clothing must not:

• Have been worn for training, sport or extended use.

• Have been washed, altered or damaged.

• Have stains, deodorant marks, hair, odours or other signs of wear.

• Have removed or damaged labels and tags.

Products returned in a condition that prevents them from being sold as new will not qualify for a full refund.

Bags and accessories

Bags and accessories must be unused, clean and complete.

They must not show signs of court use, dirt, scratches, wear, removed labels, missing components or damage caused after delivery.

Sealed products that are not suitable for return for health or hygiene reasons cannot be returned once their seal has been removed, where the relevant legal exception applies.

3. Products Excluded From Return

Returns cannot be accepted for:

• Products made to the customer’s specifications.

• Clearly personalised or customised products.

• Sealed hygiene-related products after their seal has been removed, where applicable.

• Products falling under another legal exception to the right of withdrawal.

Sale, promotional and clearance products purchased online remain subject to the same return conditions unless a specific legal exception applies.

4. How to Request a Return

Before sending any product, email [email protected] and provide:

• Your full name.

• Your order number.

• The product or products you wish to return.

• Whether you are requesting a refund or exchange.

• Photographs showing the product’s current condition, if requested.

• The reason for the return, if you wish to provide one.

We will reply with the return instructions. Any return reference we provide helps us identify and process the parcel but does not limit the customer’s statutory rights.

5. Return Destination

Returns should be sent through ACS Courier to:

ECPG Solutions Ltd – Padel Point Cy
ACS Courier – Strovolos Industrial Area
14 Varkizas Street
2033 Strovolos, Nicosia
Cyprus

A note showing the customer’s full name and order number must be placed inside the parcel.

Parcels must not be sent using cash on delivery or charged to ECPG Solutions Ltd without prior written approval.

6. Return Shipping Costs

For returns made because the customer has changed their mind, the customer is responsible for:

• The return shipping cost.

• Suitable and secure packaging.

• The risk of loss or damage until the parcel reaches us.

We recommend using a trackable service and keeping the shipping receipt.

If Padel Point Cy agrees to arrange the return through ACS Courier, the agreed return shipping cost may be deducted from the refund.

Where the product is faulty, damaged during delivery, incorrectly described or different from what was ordered, Padel Point Cy will cover the reasonable return shipping cost.

7. Inspection and Refunds

All returned products are inspected before a refund is approved. We may photograph and record the condition of the returned product and its packaging during the inspection.

Approved refunds will be issued to the original payment method within 14 days from the date we are notified of the withdrawal. We may withhold the refund until:

• The returned product has been received; or

• The customer provides evidence that it has been sent.

When an entire order is returned, the refund will include:

• The amount paid for the eligible returned products.

• The cost of the least expensive standard delivery method offered when the order was placed.

Additional delivery charges paid for an upgraded, express or more expensive delivery method are not refundable.

When only part of an order is returned, the original delivery charge is not refunded because the remaining products have still been delivered.

A deduction may be made where handling, use, missing packaging, missing components or damage has caused an actual reduction in the product’s value.

The time required for the refund to appear in the customer’s account may depend on the bank or payment provider.

8. Exchanges

Exchanges are subject to product, colour and size availability.

The returned product must satisfy the same inspection and condition requirements as a product returned for a refund.

For a change-of-mind exchange, the customer may be responsible for both the return and replacement shipping costs. Any cost will be confirmed before the replacement is sent.

If the requested replacement is unavailable, a refund will be processed in accordance with this policy.

9. Damaged, Faulty or Incorrect Products

If you receive a damaged, faulty or incorrect product, contact us as soon as possible at [email protected] and provide:

• Your order number.

• A description of the problem.

• Clear photographs or video of the product.

• Photographs of the parcel and packaging where relevant.

Depending on the circumstances, the available remedy may include repair, replacement, price reduction or refund in accordance with applicable consumer law.

Reasonable return costs for faulty, damaged or incorrect products will be covered by Padel Point Cy. Nothing in this policy limits the customer’s statutory legal guarantee rights.

10. Order Cancellations

To cancel an order before dispatch, contact us immediately. We will make every reasonable effort to stop the shipment.

Once an order has been handed to the courier, it may no longer be possible to cancel the delivery. The customer may still request an eligible return after receiving the order, subject to this policy.

For change-of-mind cancellations after dispatch, the customer remains responsible for the applicable return shipping cost.

11. Contact Information

For returns, exchanges, refunds or product-related problems, contact:

Padel Point Cy – ECPG Solutions Ltd
Email: [email protected]