Returns & Refunds

Returns and Refunds Policy

We honor a 14-day return and exchange window, starting from the day you receive your product. For those preferring an item swap, we facilitate exchanges for items of equivalent or greater value, with any additional cost covered by you. If you opt for a return, a R150 return fee will be applied, which covers the collection of the item by our courier and delivery to one of our dispatch facilities. This fee is applicable for orders where the return is not due to an error on our part.

Certain items, including Rackets, Balls, Grips, and Gift Cards, are non-returnable and non-refundable, and cannot be exchanged for cash. To qualify for a return or exchange, the product must be unused, retain its original tags, be in its initial packaging, and be accompanied by proof of purchase.

To initiate a return or exchange, please contact us at info@padelgrail.co.za and send returns to: 56 Voortrekker Street, Vereeniging. Note that unapproved returns will not be processed. Upon receiving and inspecting the product at our end, we'll notify you of its status.

Cancellation and Refund Adjustments for Customer-Initiated Order Changes

In instances where a refund is requested due to customer error, or a customer decides to cancel an order post-placement for reasons not attributable to our business, we face a service fee for the transaction. As such adjustments are initiated by the customer and not by any fault of our services, we must pass on this service charge. In these situations, we will still honour the refund and cancel the order but will require the customer's banking details to process the refund directly into their bank account within 3 business days. The applicable service fee will be deducted from the refund amount to cover the incurred charges.

Shipping Considerations

For returns not related to our error, a flat rate of R150 will be charged for the item to be collected by our courier and delivered to one of our dispatch facilities. The customer is responsible for these shipping costs. We utilise our courier service to mitigate any potential issues.

Product Quality Assurance

We urge customers to thoroughly inspect their orders upon arrival. If you encounter any defects, damages, or incorrect items, please contact us immediately for resolution.

Refunds

Following the receipt and inspection of your returned item, we will inform you of the refund status. Approved refunds are processed back to the original payment method via our third-party payment system, which may take up to 5 working days. Products exempt from refunds or exchanges, unless defective, include Rackets, Balls, and Grips.

Padel Racket Warranty and Defective Products

All Padel rackets carry a limited warranty against manufacturing defects only, for six months from the date of purchase. This covers genuine factory flaws that are present from manufacture, such as delamination, core or frame separation, faulty joins, or defects in materials and workmanship that appear under normal, correct use.

What the warranty does not cover. The warranty does not cover any damage caused by play, impact, misuse, accident or negligence. A Padel racket is a high-performance item and, like all rackets, it can crack, dent or break on impact. Damage of this kind is the responsibility of the player and is excluded, including but not limited to:

  • Contact with another racket, your partner's racket or your own
  • Contact with the wall, the glass, the fence or cage, the net posts or any part of the court
  • Contact with the court surface or the ground, including scraping or dragging the frame
  • Frame shots, mishits, or hitting the ball off the edge of the racket
  • Any cracks, chips, dents or breakage resulting from the above
  • General wear and tear, cosmetic marks, grip wear, and normal deterioration
  • Damage from incorrect storage or exposure to extreme heat, such as leaving the racket in a hot car

How claims are handled. If you believe your racket has a manufacturing defect, contact us at info@padelgrail.co.za with your proof of purchase and clear photos of the racket and the fault. All damage, fault and warranty claims are submitted by us to the relevant brand or its official distributor. The brand assesses the racket and decides the outcome of the claim. That decision rests entirely with the brand and is final. Padel Grail acts only as the go-between: we lodge the claim on your behalf and pass on the brand's decision, but we do not assess the racket or decide the outcome ourselves.

If the brand approves the claim as a manufacturing defect, the remedy, whether a repair, a replacement or a store credit, is provided in line with the brand's warranty terms. Warranty claims do not qualify for a cash refund. If the brand finds that the damage was caused by play, impact, misuse or negligence, the claim will be declined and the racket returned to you.

This warranty is in addition to your rights under the Consumer Protection Act. Nothing in this policy limits any right you may have under South African law in respect of goods that are genuinely defective or not of good quality.