Items must be unused.
Resalable condition
- Use
- No signs of use
- Packaging
- Original packaging included
- Result
- Used items will be refused
Returns & Exchanges
Returns & exchanges
Easy returns for your PadelHQ order.
Need to return an item, arrange a refund, or report a damaged or incorrect product? Start by contacting PadelHQ with your order number and return reason. Items must be unused, in their original packaging and returned within the standard 30 day return window.
1
Request your return
Email PadelHQ with your order number and reason for returning.
2
Package it carefully
Keep tape and labels off the product and product packaging.
3
Send it back
Use the prepaid DHL label or arrange your own tracked courier.
UK Mainland returns
How to return your item.
You can use PadelHQ's DHL returns option, or arrange your own return through Royal Mail, a personal courier or another suitable service.
Step 1
Contact PadelHQ
Email support@padelhq-uk.com with your order number and reason for returning. Once your return has been requested, PadelHQ can provide a prepaid DHL return label if needed.
Step 2
Package your return securely
Wrap the item carefully and do not apply sellotape directly to the product, product packaging or box. Damage caused by tape or insufficient packaging may result in a charge or refused return.
Step 3
Attach your return label
Once your return has been authorised and the item is packaged, attach the label to the outer parcel only. Do not attach it to the product itself or the product's box.
Step 4
Drop off at a DHL service point
Take the labelled parcel to your nearest DHL E-Commerce service point. Keep your receipt so the return can be tracked if there are any issues in transit.
The prepaid DHL return label costs £5.99. The label is prepaid, so the £5.99 cost is deducted from your refund if you use this service.
Before sending
Return rules at a glance.
Following these points helps avoid delays, deductions or the return being refused and sent back to you.
Returned items should include the original packaging, including racket handle plastic wrap and boxes or tags for shoes and clothing.
Refunds & exchanges
What happens after your return arrives.
PadelHQ aims to process returns within 14 days of arrival. Refund timing depends on the original payment method and your bank.
| Topic | What to know | Timing / cost |
|---|---|---|
| Return processing | PadelHQ aims to process all returns within 14 days once the parcel arrives back at the warehouse. | Within 14 days |
| Card refunds | Once the return has been processed, refunds generally appear in your bank account shortly afterwards. | Usually 2-3 business days after processing |
| Exchanges | PadelHQ cannot reserve stock for exchanges. Return the item for a refund, then place a new order for the replacement item through the website. | New order required |
| Return label deduction | If you use the prepaid DHL label, the label cost is deducted from your refund. | £5.99 if used |
| Shipping costs | Shipping costs are not included in the refund unless the order is returned because it arrived damaged or the incorrect item was received. | Not usually refunded |
| Used or damaged items | Items showing signs of use or where reasonable care has not been taken may have deductions applied, or the return may be refused. | Deductions may apply |
Items that do not meet the return criteria may be refused and returned to you. PadelHQ reserves the right to charge reasonable losses incurred by this.
Problems & warranty
Wrong items, damage and warranty claims.
Contact PadelHQ before using the item or removing packaging if anything appears incorrect, damaged or faulty.
Contact within 7 days.
Email support@padelhq-uk.com with your order number and images of the issue. PadelHQ can then provide a prepaid label and arrange the replacement once the incorrect goods are returned.
Do not use the item.
If an item arrives damaged or faulty, contact PadelHQ within 7 days and keep the product unused with packaging intact while the issue is assessed.
Keep wrap, tags and boxes in place.
Do not remove racket handle plastic, clothing tags, shoe tags or packaging when reporting a wrong, damaged or faulty item.
Damage through use is handled separately.
If an item has been damaged through use, email support@padelhq-uk.com with details of the damage so the warranty process can begin.
Photos of the issue and your order number will help PadelHQ deal with the problem as quickly as possible.
Care & address
Reasonable care and return address.
Please look after goods and packaging while deciding whether to keep your order. If arranging your own courier, use the address below.
Keep items in returnable condition.
Please do not use or damage the item or its packaging while deciding whether to keep it. Deductions or refusal may apply if reasonable care has not been taken.
You can choose your own return service.
You may use your own courier, but PadelHQ is not liable for loss or damage in transit if your own courier is used. Keep your receipt and tracking details.
PadelHQ / Flywalk Ltd
Unit 1 Greatbridge Business ParkBudds Lane
Romsey, Hampshire
SO51 0HA
United Kingdom
No sellotape on product packaging.
Labels and tape should only be applied to the outer parcel, never to the product itself or the product box.
FAQs
Returns questions answered.
Quick answers for the most common PadelHQ returns, exchange and refund questions.
How do I start a return?
Email support@padelhq-uk.com with your order number and reason for returning. PadelHQ will then confirm the next steps and can provide a prepaid DHL return label if required.
How much is the prepaid return label?
The prepaid DHL return label costs £5.99. This amount is deducted from your refund if you use the label.
Can I return using a different courier?
Yes. You can arrange your own return with a courier of your choice, but PadelHQ is not liable for loss or damage in transit if your own courier is used.
Will I receive a full refund?
If all items meet the return criteria, the item will be refunded in full minus the £5.99 label cost if that service was used. Shipping costs are not included unless the return is due to damage or an incorrect item being received.
How long does a refund take?
PadelHQ aims to process returns within 14 days of arrival at the warehouse. Once processed, refunds generally appear in your bank account within 2-3 business days.
Can I exchange an item?
Stock cannot be reserved for exchanges. Return your item for a refund, then place a new order for the replacement item through the website.
My item has been damaged through use, can I return it?
If your item has been damaged through use, this would go through the PadelHQ warranty process. Email support@padelhq-uk.com with details of the damage and the warranty procedure can begin.
What should I do if I received the wrong item or it arrived damaged?
Contact PadelHQ within 7 days at support@padelhq-uk.com. Include images of the issue and your order number, and do not use the item or remove its packaging.
Need help with a return?
For returns, refunds, exchanges, damaged items or warranty questions, contact PadelHQ before sending anything back.
Email support support@padelhq-uk.com Contact page +44 (0)2380 017474
Mon-Fri 10:00am - 4:00pm DHL service point Find your nearest drop-off location once your return has been authorised.
Mon-Fri 10:00am - 4:00pm DHL service point Find your nearest drop-off location once your return has been authorised.
Please include your order number whenever you contact PadelHQ about a return, refund, exchange, delivery issue or warranty claim.
