What to do if your order arrives damaged or with issues

Fast solutions if your order arrives damaged or with incidents

Receiving a damaged order or one with any kind of issue can be frustrating, but at TiendaPadelPoint we strive to offer you a safe and efficient shopping experience. Whether you purchased padel rackets, padel shoes, or any other item, knowing how to act in such situations is crucial for a quick resolution.

How to identify a damaged order?

Before opening the package, check the packaging. If you see bumps, breaks or signs of tampering, it is advisable to take pictures at that moment. Products such as padel accessories or padel balls can be especially sensitive to damage during transport.

What steps to follow if you receive a defective order?

If, upon opening the package, you detect that the product is in poor condition, incomplete or does not match your order, follow these steps:

• Document the issue: Take photos of the damage and the packaging.
• Do not throw away the packaging: It may be necessary for managing the incident.
• Contact customer service: Send an email detailing the problem and attach the images.
• Include your order number: This helps identify and speed up the solution.

Quality from brands such as Adidas, Babolat or Bullpadel is a guarantee, but even the best brands' products can suffer incidents during shipping.

How long do you have to claim?

By regulation, you have 24-48 hours from receipt to notify any damage caused by transport. If the issue is factory-related, the warranty usually covers defects for a longer period, depending on the brand and product.

What does the warranty cover and how to manage it

Well-known brands such as Head or Nox offer guarantees against manufacturing defects. To process a warranty:

• Contact us detailing the problem and attaching photographs.
• Provide proof of purchase.
• Once the case is evaluated, we will indicate the steps for return or exchange.

For products purchased in the OUTLET section, check the specific conditions, as they may have different warranty policies.

How does the returns policy work?

In addition to the warranty, you have the right of withdrawal. If you are not satisfied with your purchase, you can return it by following the instructions in our returns section. This applies to both padel clothing and racket bags as well as other accessories.

What if the damage is due to mishandling by the carrier?

If you detect obvious damage to the shipment, it is important to note this on the delivery slip with the carrier before signing for it. Afterwards, contact our customer service so we can claim the incident with the shipping agency.

At TiendaPadelPoint we work with responsible carriers to avoid incidents, but mishaps can happen. Therefore, we recommend always checking the package upon delivery.

What to do if the product does not match your order?

If, by mistake, you receive a product different from the one ordered, inform our team immediately. We will proceed with the exchange or return at no additional cost to you. This applies to padel shoes as well as accessories and other products from our store.

Tips to avoid problems in future orders

To minimise incidents, make sure to:

• Check your details before completing the purchase.
• Keep all confirmation emails and your order number.
• Consult the Novedades section to be informed about policy changes or featured products.
• Choose renowned brands such as Asics, Wilson or Siux to guarantee quality and after-sales service.

Remember that whether buying padel balls or accessories or rackets, our goal is your total satisfaction.

Where to contact to resolve any incident?

If you have any questions, contact our customer service team through the official TiendaPadelPoint channels. We will resolve your issue efficiently and personally.