Warranty policy
PadelHQ covers items for genuine manufacturing defects for a period of 30 days, beginning on the date of delivery. Any issues that arise within 30 days as a result of use will be passed across to the brand or supplier for that product to begin the warranty process. Any issues that arise after 30 days will also be passed to the brand or supplier.
Grips are considered consumable parts and are not covered under warranty unless an issue is visible and reported on receipt of the goods.
Email support@padelhq-uk.com with clear images of the damage and your order number. Cases are assessed quickly and replacements are arranged where the claim is accepted.
Three common scenarios cover most warranty cases. Each one starts with a quick email to PadelHQ so the case can be opened and the right next step put in place.
When reporting damage on receipt of goods, whether transit damage or a manufacturing defect, PadelHQ will strive to resolve this as quickly as possible. Email support@padelhq-uk.com with an image of the damage or fault and a brief explanation.
Once reported, PadelHQ will provide a prepaid return label so the item can be sent back completely free of charge, provided the item is unused and unpackaged. Once returned, a replacement is actioned, or a full refund if the item is unavailable. Please ensure that any packaging, such as the plastic on racket grips or tags on shoes and clothing, remains intact.
PadelHQ covers genuine manufacturing defects up to 30 days from the date of delivery, providing these are legitimate and evidenced manufacturing defects. If the damage is caused through use or wear, the case is passed across to the supplier to begin the official warranty process.
To report damage to your item, send an email to support@padelhq-uk.com including images of the damage and your order number. The images will be passed across to the supplier for assessment. The supplier may require the item to be shipped back to them for an in-person inspection to determine whether the damage is due to a defect or whether it is down to use.
PadelHQ aims to resolve warranty cases as quickly as possible, but cannot set a guaranteed timeframe if the item needs to be sent back to the supplier. All cases are actively followed up to ensure the quickest resolution possible.
To report damage to your item after 30 days, send an email to support@padelhq-uk.com including images of the damage and your order number. The images will be passed across to the supplier for assessment.
The supplier may require the item to be shipped back to them for an in-person inspection to determine whether the damage is due to a defect or whether it is down to use. As above, PadelHQ aims to resolve warranty cases as quickly as possible, but cannot set a guaranteed timeframe if the item needs to be sent back to the supplier. All cases are actively followed up.
Heads up: grips are considered consumable parts and are not covered under warranty unless an issue is visible and reported on receipt of the goods.
Every case ends in one of two outcomes. Both are communicated to you as soon as the decision is in.
If your warranty case has been accepted, you will hear from PadelHQ immediately to arrange a replacement item. A refund is issued if PadelHQ is no longer able to supply the item originally purchased.
In the case of an accepted warranty, PadelHQ will cover all postage costs incurred when returning the item, along with the replacement.
If your warranty case has been opened with the supplier and they decline the claim, you will be informed immediately along with the reason for the refusal. If the supplier declines the claim, the decision is final and PadelHQ is unable to take it further.
If your claim was declined and you are within 6 months of the purchase date, PadelHQ offers a crash replacement policy: a 10% discount on a replacement product. This does not include postage costs and is subject to PadelHQ's discretion.
Quick answers for the most common PadelHQ warranty, replacement and refund questions.
In the case of an accepted warranty, PadelHQ covers all postage costs incurred when returning an item and the subsequent replacement. If a warranty case is refused, or the item is returned prior to authorisation, the customer is responsible for the postage costs incurred.
The warranty only covers defects or damage caused by a manufacturing flaw. For example, if your racket has broken due to a clash or other impact, this would not be covered under warranty. For products like shoes or clothing, wear and tear would not be covered under warranty. Due to the nature of the sport, a reasonable level of wear is expected, regardless of the quality of the product.
PadelHQ cannot give a guaranteed timeframe for warranty assessments, due to necessary contact with the supplier and the possibility of having to ship the item back for an in-person inspection. PadelHQ does, however, strive to complete warranties as quickly as possible and keep you up to date with any progress.
If PadelHQ has already covered your item under warranty and the replacement has been broken too, this would not be covered under warranty, regardless of the timeframe.
Damage on arrival is treated as a priority. Email support@padelhq-uk.com with photos of the damage and your order number, and PadelHQ will provide a prepaid return label so the item can be sent back free of charge, provided the item is unused and the packaging is intact.
Grips are considered consumable parts and are not covered under warranty unless an issue is visible and reported on receipt of the goods.
For warranty claims, faulty items or damage on arrival, contact PadelHQ with your order number and clear photos of the issue.
