Warranty policy
Warranty policy
Do you think your product has a defect or falls under warranty? Please read the steps below carefully before you take any action. This helps us handle your claim quickly and fairly.
Warranty claim? This is how to submit it (required)
Always report your claim by email first. Do not send anything back before you have received our confirmation and instructions.
Email us at: Warranty@padelshop.com
We aim to respond to complete claims within 2 working days.
What we need from you in the email
Please include at least the following. Incomplete claims may not be processed:
- Your order number
- A short description of the issue and when it started
- Photos of the entire product (always required): front, bottom, top, and all sides (left, right, and where applicable the front and back edges)
- Clear close-up photos of the damage, from multiple angles and in good lighting
- For padel rackets: if possible, include the serial number (as a photo, or written in the email)
Tip: add one photo taken from a distance that shows the full product in a single frame. This helps with the assessment.
If you suspect a defect, stop using the product. Continued use can worsen the damage and can make it difficult, or impossible, to determine the original cause. Damage that is shown to have worsened through continued use may be partly or fully excluded from warranty handling.
Do not return anything without instructions
Do not send the product back until you have received our confirmation and return instructions. Unauthorised returns, unpaid shipments, or parcels without identifying information may cause delays or may not be processed.
How we assess your claim
To judge every claim fairly and consistently, we assess the damage using detailed inspection protocols supplied by the manufacturers. Brands invest heavily in researching how their products fail. They study fracture patterns, impact marks, and material behaviour to distinguish a genuine manufacturing defect from impact or usage damage. We apply these research based criteria to your photos, and where needed to a physical inspection.
We use your information and photos to assess your claim, and where required we submit an official claim to our supplier or brand, or ask for more information. If further review is needed, we may request additional photos or ask you to send the product in for inspection.
As the seller, PadelShop is responsible for handling your claim and for your statutory warranty rights. The manufacturer criteria guide how we assess the damage, but the handling of your claim, and your rights as a consumer, always stay with us.
Padel rackets: what is usually not accepted
Padel rackets are high performance products and are sensitive to impact damage. Damage caused by impact is almost never a manufacturing defect. The following are typically assessed as impact or usage damage rather than a defect:
- Contact with glass, fencing, net posts, or the floor and ground
- Collision with another player or another racket
- Cracks that start on the outside of the frame, or clear impact marks such as dents and scratches on the frame
- Damage caused by heat or sun exposure (for example left in a car), improper storage, or misuse
- Normal wear and tear or signs of use (paint, protector strip, grip, and similar)
Why? Brands assess the fracture pattern and visible marks to determine whether these point to a manufacturing defect or to impact and use.
Padel shoes
With padel shoes, genuine material or manufacturing defects usually become visible relatively early in normal use. We assess every shoe claim individually, based on how the shoe was used, the wear pattern, and the expected lifespan of the product. Some issues point to a defect, others point to normal wear or use.
Examples usually seen as wear or use rather than a defect:
- Worn outsole or loss of tread
- Damage from dragging, heavy use, or playing on the wrong surface
- Tearing caused by friction, incorrect drying, or improper maintenance
Possible outcomes
Depending on the assessment by us and by the brand, the solution may be repair, replacement, or another appropriate resolution. This can vary by brand, product, and situation.
Shipping and collection for warranty claims
Ordered online
If your claim is valid, we arrange and pay for the shipping. You receive a shipping label from us, so sending the product in costs you nothing, and we also cover shipping it back to you.
Bought in our store
If you bought the product in our physical store in Alphen aan den Rijn, your warranty is handled at the store, the same place you bought it. You bring the product in yourself for assessment, and once it has been assessed or repaired you collect it at the store. Handled in person, this costs you nothing.
Would you prefer us to ship it instead? Shipping is available as an optional service for €6.95 per direction.
Your statutory rights
This warranty policy explains how we handle claims. It does not limit your statutory rights as a consumer under Dutch and European law. Where those rights give you more than this policy describes, your statutory rights always apply.
Looking to return an unused product within the 14 day cooling off period because you changed your mind? That is separate from warranty. Please see our Return Policy.