At PadelReference, we want to ensure your satisfaction. In accordance with the law, you have a withdrawal period of fourteen (14) days from receipt of your parcel to return an item to us, with no need to provide a reason.

Here are the steps to follow:

• Go to our online return portal at https://padelreference.shipping-portal.com/rp/, and enter your postcode along with your order number or parcel tracking number.
• Follow the portal's instructions to select your return reason and your preferred solution (exchange, store credit, or refund) — good to know: return costs are lower if you choose an exchange or store credit rather than a standard refund.
• Make sure the item is new, unused, in its original condition and packaging, with all protections intact (in particular the plastic film around the racket handle) and the label still attached to the product.
• Print and attach the return label generated by the portal, then ship your parcel and keep proof of postage.

If the return is due to an error on our part, return and reshipment costs are fully covered by PadelReference.

The refund (or the issuance of store credit, depending on the option chosen) is processed within a maximum of fourteen (14) days from the date we are informed of your decision to withdraw. However, we reserve the right to defer this refund until we have received the returned parcel or until you have provided proof that it has been shipped, whichever occurs first, in accordance with Article L. 221-24 of the French Consumer Code.

For more details, please see Article 9 of our Terms and Conditions of Sale.

If you encounter a defect or malfunction with a product, our after-sales service is available to help you. Warranty requests must be sent exclusively by email to sav@padelreference.com.

Please include the following in your email:

• Your order number, along with your first and last name.
• The reason for your request.
• Photos of the item from multiple angles (please keep the files small). If it's a racket: the front, the back, the edge, the identification number (located on the frame or edge depending on the brand and model), and a clear photo of the issue found.

For products covered by a brand warranty, your request may first be forwarded to the relevant manufacturer, who may offer a replacement or store credit, or request further information (photos, a destruction video of the racket before it is returned, etc.). It is therefore important to keep the item that is the subject of the claim. Processing time depends on the manufacturer and may vary.

If your request falls under the statutory warranty of conformity or the warranty against hidden defects owed by PadelReference as the seller (defect found within two years of delivery), you retain the benefit of these statutory warranties at all times, under the conditions set out in Article 10.1 of our Terms and Conditions of Sale, regardless of whether the manufacturer's response is favourable. Where the request is accepted on this basis, PadelReference will, subject to stock availability, replace the product or issue store credit for the amount paid.

If you experience a problem with the delivery of your order, here is the procedure to follow:

• Log in to the tracking portal of the carrier chosen for your order and enter the tracking details to check the parcel's status.
• If the information provided does not resolve your concern, contact the carrier directly to understand the nature of the problem and, if necessary, file a claim with them.
• If, despite these steps, the situation remains unresolved, contact us by email at sav@padelreference.com, providing your order number as well as your first and last name, so that we can open an investigation with the carrier and keep you informed of the outcome.

In accordance with our Terms and Conditions of Sale, products travel at the Seller's risk until they are physically handed over to the Customer: in the event of loss or damage occurring during transport, our liability remains engaged, even while the investigation with the carrier is still ongoing.

In accordance with applicable regulations and for hygiene and safety reasons, the right of withdrawal does not apply to food products that have been unsealed or whose packaging has been opened after delivery. No returns or exchanges are therefore accepted for these products, except in the case of a product delivered damaged or non-compliant.

In that case:

• Contact us at sav@padelreference.com within 48 hours of receiving the parcel.
• Provide clear photos of the product and its packaging.
• Include your order number, as well as your first and last name.

We will review your request and offer you an appropriate solution.

We deliver to many countries in Europe and overseas territories:

• France, Latvia, Croatia, Denmark, Estonia, Germany, Portugal, Sweden, Belgium, the Netherlands, Hungary, Lithuania, Austria, Romania, Malta, Greece, Luxembourg, Finland, Italy, Spain, Poland.

To facilitate your purchases, we offer a wide range of payment methods:

• Bank Transfer: available for all countries
• Credit Card: available for all countries
• PayPal: available for all countries
• Alma: available for all countries
• Apple Pay: available for all countries
• iDEAL: available in the Netherlands
• Bancontact: available in Belgium
• SatisPay: available in Italy

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