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Shipping and Returns

RETURNS


We offer you a RETURN GUARANTEE of 14 NATURAL DAYS after your order delivery, refunding the payed price 14 days after the reception and validation of the material according to:

 

1. A product cannot be returned if it has been used.

2. The items must be new, without usage and keep their original packaging and precints at the moment of the return.
(We will not admit any return if the original packaging of the items are in bad state, they must be returned in the same state that they are delivered, being suitable for sale)

2.1 Do not package directly on the items.

3. To do an item return, all the material will be sent to our installations prepaid postage to the address below. No unpaid postage material will be picked up. The items return is a right regulated by the rules that you have as a customer, in which the transportations costs of the return are on the customer's charge.

4. Every return must be previously approved by a communication, openning a support ticket in the Center of Customer Service and requiring a return code.

5. When the items have been received, checked and we have verified their state as new and unused, we will give the corresponding money refund according to:

5.1. If you paid the starting shipping costs an in the case of having received the return of the whole order, including the possible gifts, the ORDER COST will be refunded, discounting the paid cost in its moment as shipping costs.

5.2. If you did NOT pay the starting shipping costs and in the case of having received the whole order return, including the possible gifts, the paid cost will be refunded, except for 5.95 euro as shipping costs unles it is a different destination from the Peninsula and Baleares which will be discounted on the corresponding shipping cost of that place.

5.3. In the case of having received a partial return of the order and following the same criteria, previously pointed out, the part of the order cost that has been received as return will be refunded providing the other part of the order is not under the quantity that it is established at the moment of placing the order in the shipping and returns box not to collect shipping costs. (Currently 65€).

5.4. In the case the final cost of the order after a partial return is under the mentioned quantity of 65 euro, the refund will be done corresponding to the item or items which have been received as return, deducting the quantity of 5.95 euro as startin shipping cots not paid in the first shipment, unless it is a different destination from the Peninsula and Baleares which will be deducted the corresponding shipping costs of that place.

6. In the case that the return option has been admitted, the total cost will be transferred into the provided account in a period of 14 days after having received the material, or it will be changed by other available item if the customer requires it, making the requirement clear and carrying out the pertinent compensations if the prices were different.

 

The address of the items return, with prepaid postage is the following one:

 

C/ Venezuela, Parcela 1-17

Polígono Industrial Oeste

30820 Alcantarilla, Murcia - SPAIN

 

VERY IMPORTANT:You must include inside the package a copy of the starting bill and point out the reference number of the support ticket that you have performed in the Customer Service Centre and the text "RETURN", both in the external and in the internal side of the package; in the case that your application was cancelled by the impossibility of identifying it. If it is well indicated, we will be able to recognise from where it comes and, thereby, we could do the management to negotiate the required return as soon as possible, reducing thereby, we could to the waiting time during the process.

We are at your disposal to any enquiry and thank you so much for your patience.

Transport and Delivery


PENINSULA AND BALEARES:The shipping costs will be for free for orders that exceed 49 euros provided that the payment is Bank Transfer, Cash on Delivery or Income or Credit Card. The shipment that do not exceed 49 euros will have a cost of 2.95 euros (INCLUDING VAT). The delivery estimated time in the Peninsula is of 24 hours. In Baleares the delivery estimated time is from 24 to 72 hours.


CEUTA AND MELILLA: the shipping cot will be 9.95 euros always, being indifferent of the order cost, in addition, it would have to add the DUA of export for orders of more than 150 euros it will be 22 euros and for orders which are inferior to 150 euros it will be of 16 euros (DUA of import not included) when doing the purchase by income, transfer or credit card. For Cash on Delivery shippings, the commission is a fixed fee of 3.95 euros for every order inferior to 100 euros and of 3 for those which are over 100 euros . The delivery estimated time is of 24-48h.

CANARY ISLANDS: the shipping costs will be 19.95 euros always being indifferent from the order cost. The orders will be exent from the DUA (DUA import is NOT included) when doing the purchase by income, transfer or credit card. The cash on delivery orders are not accepted in this zone. The delivery estimated time is from 2 to 4 days.

For the orders that cannot go out in the bags used in our stores of 60 cm in length x 50 cm wide, our Customer Service will calculate the shipping costs of your order in accordance with the weigth and the volume. For these cases, the transport will be always maritime and the delivery estimated time around 15 days

In the case that the customer refuses the delivery at the moment of it, all transport costs will be discounted from the paid price by the customer at the moment of placing the order when the REFUND IS DONE

PORTUGAL EXCEPT FOR ISLANDS (AZORES AND MADERIRA): The shipping costs are for free for orders over 65 euros and only when the payment method is by bank transfer, cash on delivery or credit card. For cash on delivery shipping, 3% of the total cost will be added into the purchase cost as payment method commission. The orders that are not over 65 euros and are not cash on delivery will have a cost of 7.95 euros (VAT INCLUDED). The delivery estimated time is of 24h.

For the destinations Azores and Madeira we will contact you to calculate the shipping costs regarding your order weight and volume. For these destinations the cash on delivery payment is not allowed. The delivery estimated time is of 24 h.

ANDORRA AND GIBRALTAR; For those destinations, 24 euros will be always charged on, as DUA. The shipping costs will depend on the volume and the weight of the shipment, that is why our Customer Service will contact you.

• FOR INTERNATIONAL SHIPPING OUTSIDE SPAIN and inside the European community. The orders may take between 2 and 5 working days, depending on the destination. For further information, our customer service will calculate the shipping costs of your order regarding the weight, destination and volume. The orders are free charge from 150 euros, under 150 euros the cost of shipping is 14.95 euros, for shipping of ball boxes a surchage of 9.95 euros per box is applied.

FOR DELIVERY ON SATURDAYS, our Customer Service will calculate the shipping costs regarding the weight and volume.

 

Price: All the prices that appear on Padelnuestro.com website include the 21% of VAT.

STEPS TO FOLLOW IN CASE OF ACCIDENT OR COMPLAINT

PLACE ON RECORD IN THE SYSTEM OF "UPS"

  • In case of ;complaint notify the sender to start the complaint process sending an email to info.uk@padelnuestro.com
  • Padelnuestro will provide a complaint number known as LDI number, along with the address of your UPS office for complaints https://www.ups.com/dropoff.

 

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