Widerrufsrecht
Return Period & Process
With PadelCosmos, you have 14 calendar days from the date you receive your order to request an exchange or a return. You may exchange for another product, size, or color, request store credit for future purchases, or ask for a full refund. Refunds (where applicable) will be issued to the original payment method whenever possible; otherwise we will request an IBAN to process a bank transfer.
To request a return, exchange or refund, please follow these steps:
1. Notify us within 14 calendar days of delivery by emailing info@padelcosmos.com. Please include:
- Order reference;
- The item and size you are returning;
- The item and size you would like (for exchanges).
Once your request is submitted, the carrier will provide the return shipping label.
2. Wait for our reply with instructions before sending anything. Your email creates a record of the date and time of the request. Do not send the item without notifying us and receiving our response first.
3. Pack the item securely, ideally in its original bag/box, to avoid damage in transit and upon receipt. Any defect found on arrival at our warehouse that was not previously reported will make the return ineligible.
Once the return is processed, your refund will appear within ~15 business days from the date the returned item reaches our warehouse.
Please note: original shipping charges and any duties/taxes paid at checkout are non-refundable. If we incur such charges upon receipt of your parcel, they will be deducted from your refund.
To be eligible for an exchange or refund, items must be new, unused, and in their original condition, with all seals, labels, and hangtags intact. Otherwise, the product will be considered “used” and will be returned to the sender with shipping at the customer’s expense. For fragile items, please pack and protect them as much as possible to prevent damage.
Product-Specific return rules
- Rackets:
Grip’s plastic wrap must remain intact; no scratches, marks, or writing. No alterations or accessory applications (e.g., overgrip, lead tape, etc.). Rackets purchased together with a treatment are considered customized and not eligible for return.
- Clothing:
Must be returned complete, in the original bag, with manufacturer tags attached. Removing tags is considered evidence of use and voids the right to exchange or return. Item must be new, never worn, never washed, and free of marks, stains, tears, and/or any alteration.
- Bags & Accessories:
Must be returned complete, with tags and intact packaging. Items in blister packaging must be sealed and unopened.
Our team will inspect the returned merchandise upon arrival and approve or deny the request (or propose a replacement) based on your choice. If approved, we will proceed with the exchange or refund once the goods are received and confirmed unused. Additional waiting time may occur depending on your bank/financial institution’s processing times.
Damaged, Defective, or Incorrect Items
If you receive a product that is defective, faulty, or incorrect, please notify us as soon as possible at info@padelcosmos.com.
You must provide a high-resolution photo of the damaged/defective/incorrect item and keep the item, as well as a photo of the original packaging (which you must also keep). For the brands below, the following specific requirements apply:
Adidas: Video of the product and the defect.
Babolat: Barcode at the racket throat.
Bullpadel: 11-digit serial number engraved on the frame.
Head: QR code on the frame.
Starvie: Barcode on the frame.
*If you cannot find a code on your racket, include an additional image of the defect.
*All images are required by the supplier.
We will inform you of the procedure to follow. Returned goods must be in their original packaging and in perfect condition.
Returns or exchanges will not be accepted for used or tampered products.
Once received and inspected, we will issue a refund to the original payment method or send a replacement in perfect condition.
Note: If the reason for return is not that the product arrived damaged, defective, or incorrect, shipping costs and any additional services related to your order are non-refundable, and return shipping fees will apply.
All returns—including those where PadelCosmos covers shipping—are at the customer’s risk. The customer is fully responsible for any damage to products during return transport.
Warranty
PadelCosmos sells only original products, officially imported and covered by the manufacturer’s official warranty. The warranty period is subject to each brand’s policy. Processing times for warranty claims depend on the brand.
The warranty covers the amount paid for the product. It does not cover damage due to incorrect use or handling, nor wear and tear from normal use.
After discovering a defect, the customer has 2 months to notify PadelCosmos, which will take the necessary steps to protect consumer rights and handle all required procedures. To start a warranty claim, contact us at info@padelcosmos.com. Once we receive your request, we will forward it to the brand and contact you as soon as we have updates.