Refund policy

Returns & Refund Policy

Last updated: June 2026

At Pane Padel, every order matters to us, and we want you to love what you receive. This policy explains when you can return or exchange an item and how to do it.

Customised, made-to-order products are treated differently from our standard range, so please read the section that applies to your order.

Made-to-order and customised products

Customised and personalised products — including any item personalised with a name, number, initials, custom colours, or other bespoke details — are made to order specifically for you. Because each of these items is produced uniquely and cannot be resold, they are non-returnable, non-refundable, and non-exchangeable. This is consistent with your statutory rights, as personalised and made-to-order goods are exempt from the standard right to cancel.

Please double-check all personalisation details — spelling, sizing, and colours — carefully before ordering, as we are unable to amend or cancel a customised order once production has begun.

The only exception is where a customised item arrives faulty, damaged, or not as described. In that case your legal rights are unaffected — see "Faulty, damaged, or incorrect items" below.

Standard (non-customised) products

Any standard, non-customised product can be returned or exchanged. If you change your mind, you may return an item within 14 days of receiving it for a refund or exchange, provided it is:

unworn, unwashed, and free from marks, odours, or any signs of use
in its original condition with all tags and packaging attached

Items returned outside this window or not in a resalable condition may not be accepted.

How to start a return or exchange

To begin, email us at team@panepadel.co.uk within 14 days of receiving your order, including:

your order number
the item(s) you'd like to return or exchange
whether you'd like a refund or an exchange (and the size or colour you'd prefer if exchanging)

We'll reply to confirm and provide the return address. Please don't send anything back before contacting us. Once we've confirmed, you have 14 days to send the item back to us.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card provider, it may take a little longer to appear on your statement.

Original delivery charges are non-refundable unless the item was faulty, damaged, or incorrect.

Exchanges

We're happy to exchange a standard item for a different size or colour, subject to availability. If your preferred item is unavailable, we'll offer a refund instead. Exchanges are processed once we receive your original item back.

Faulty, damaged, or incorrect items

If any item — customised or not — arrives faulty, damaged, or not what you ordered, please email us at team@panepadel.co.uk as soon as possible with your order number and a photo of the issue. We'll arrange a repair, replacement, or full refund, including any delivery and return postage costs, as appropriate. This applies to all products and does not affect your statutory rights under the Consumer Rights Act 2015.

Return postage

Unless an item is faulty, damaged, or incorrect, you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be held responsible for items lost in transit back to us.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.