Refund policy

Return and Refund Policy

Last updated: 26 July 2026

30-day voluntary return policy

We offer a 30-day voluntary return policy. You must contact us within 30 calendar days after the day you receive your order.

For a voluntary change-of-mind return, the item must be in the same condition in which it was received: unused, unplayed, unaltered and free from marks, scratches or other signs of use. All tags, accessories, manuals and protective components supplied with the item must be included. Please return the original packaging wherever reasonably possible.

For padel rackets, use on court or use to strike balls is considered use and may make the item ineligible under our voluntary return policy. These conditions do not limit any mandatory cancellation, withdrawal or consumer guarantee rights that apply in your country.

Sale items are eligible under the same return conditions. Gift cards and products made or clearly personalised to your specifications cannot be returned for change of mind, except where applicable law provides otherwise.

How to start a return

Email us at bqks1980@gmail.com and include your order number and the item you wish to return. No reason is required when you are exercising a statutory cancellation or withdrawal right.

We will provide return instructions. To avoid delays, please contact us before sending the item. This does not prevent you from exercising a statutory right by any method permitted under applicable law.

Returns must be sent to:

DZEN PADEL Returns
Avenida de Villajoyosa 103
bloque 6 piso 10B
03016 Alicante
Alicante, Spain

We recommend using a tracked and adequately insured shipping service. Keep your shipping receipt and tracking information until the return has been completed.

Return shipping costs

For a change-of-mind return, the customer is responsible for the direct cost of returning the item. We do not automatically provide a free return label. If we provide a paid return label, its disclosed cost may be deducted from the refund.

We will cover reasonable return shipping costs when the item is defective, damaged on arrival or different from what was ordered. We will also cover return costs whenever mandatory law requires us to do so. Where local law sets different rules for statutory cancellation or withdrawal returns, those rules prevail.

Original delivery charges are not refunded under our voluntary 30-day return policy. However, where mandatory law requires a refund of the original standard delivery charge, we will refund it. Additional costs for express or upgraded delivery are not refunded unless required by law or the delivery problem was our responsibility.

Damaged, defective or incorrect items

Please inspect your order after delivery and contact us as soon as reasonably possible if an item is defective, damaged in transit or different from what you ordered. Include your order number, a description of the issue and, where reasonably necessary, photographs of the item and packaging so that we can assess the claim.

Depending on the circumstances and applicable consumer law, we will provide an appropriate remedy, which may include repair, replacement, a price reduction or a refund. We will not charge return shipping for a confirmed defective, damaged or incorrect item. Nothing in this policy limits any non-excludable consumer guarantee or legal warranty.

Exchanges

We do not process direct exchanges. The quickest option is to return the original item and place a separate order for the replacement. If the original item is defective, damaged or incorrect, contact us first so that we can provide the remedy required by applicable law.

Mandatory cancellation and withdrawal rights

Our 30-day voluntary return policy is additional to any mandatory rights available under the consumer law of your country. If applicable law gives you a cooling-off, cancellation or withdrawal right, you may exercise it by sending us a clear statement at bqks1980@gmail.com within the applicable statutory period. Mandatory local rules concerning deadlines, return costs, product inspection, refunds and permitted exceptions prevail over this policy.

European Union customers: Consumers ordinarily have 14 calendar days from delivery to notify us that they are withdrawing from an eligible distance purchase, without giving a reason, and a further 14 calendar days after that notification to return the goods. We will refund the payments required by law, including the cost of our least expensive standard delivery option, within 14 calendar days after being informed of the withdrawal. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first. The customer bears the direct return cost unless we agreed to pay it, the item is defective, damaged or incorrect, or the law requires otherwise.

Türkiye customers: Mandatory Turkish distance-sales withdrawal rights, including the statutory notification period and any rules governing return carriers, return costs and refund timing, apply in addition to this policy and prevail where they provide greater protection.

Taiwan customers: Mandatory distance-sales cooling-off rights, including the statutory seven-day period and rules that prevent consumers from being charged return expenses or costs where applicable, prevail over this policy.

Customers in Australia, New Zealand and our other markets may also have non-excludable rights and remedies for faulty, unsafe, misdescribed or non-conforming goods. Those rights are not limited by this policy or by the 30-day period.

Refunds

For returns under our voluntary policy, we will inspect the item and notify you whether the return has been accepted. Approved refunds are issued to the original payment method, normally within 5 business days after we receive and inspect the return. Your bank or payment provider may need additional time to post the refund.

If an item has been handled beyond what is necessary to inspect it, is incomplete or has been damaged after delivery, we may reduce the refund only to the extent permitted by applicable law. The absence of original packaging by itself does not remove a mandatory statutory right, although loss of or damage to packaging may be considered when calculating any legally permitted reduction in value.

Statutory refunds will always be made within the deadline and on the terms required by applicable law. If more than 10 business days have passed after we confirmed that a voluntary refund was issued, please contact us at bqks1980@gmail.com.