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[message]If you have purchased an item that is defective or faulty, you can file a warranty claim to request a replacement. If the item is no longer in stock, you may exchange it for another product or receive a refund. Our customer service team has extensive product knowledge and is always ready to assist and guide you. You can contact Padellife customer service at info@mypadellife.com.
As soon as you notice an issue with your equipment, the warranty claim must be made within a reasonable time, and you should contact us as soon as possible. We will then assess your case based on the product’s condition and the nature and extent of the defect. In most cases, the assessment can be made using photos or video, but in some instances, we may need the product sent to us for further inspection.
The assessment of the product will determine whether the issue is due to a manufacturing defect or wear and tear/improper use. Generally, a manufacturing defect will become apparent early in the product’s use, which is why it is important to report the issue as soon as it occurs.
Please note that a warranty claim cannot be approved if the issue is caused by improper use of the product or if the damage results from normal wear and tear. Padel is a physically demanding sport where the court’s structure is a factor, and equipment such as rackets and shoes wear down over time. The rate at which equipment wears out varies from person to person, but below, we have outlined some general guidelines on wear and durability for padel rackets.
The lifespan of a padel racket varies significantly and depends on several factors:
If you play twice a week, a high-quality padel racket typically lasts around 9–12 months. If you play 4 times a week, it will last approximately 6 months.
Lower-quality rackets generally have a shorter lifespan.
If the damage occurred due to contact with the court, including glass, metal fence, surface, net posts, or another player's racket, shoe, or body, it is not considered a manufacturing defect. The same applies to normal wear and tear.
Please note that damage occurring outside the racket’s hitting surface, such as on the frame edge, is often caused by contact with another hard surface and is therefore typically not eligible for a warranty claim. Visible impact marks and the overall condition of the racket will also influence the evaluation of whether the issue is a manufacturing defect.
In some borderline cases, we may consult the manufacturer for further assessment. We have a close collaboration with our suppliers and always strive to find a fair solution for our customers.
Important: To ensure the best possible evaluation of a warranty claim, it is crucial that the defect or issue has NOT been attempted to be repaired without consulting us first. In general, repairs are not accepted under warranty claims, as a claim must prove that the product has a manufacturing defect.
Examples of repairs that may result in a rejected claim include:
A claim must be filed as soon as the defect is discovered, and the product should not be used further, as continued use may worsen the issue and make it harder to prove that it is a manufacturing defect. Once we have registered a warranty claim, the product should generally not be used, as the claim assessment is based on the product's condition at the time of submission. If the product’s condition worsens after submission, the claim may no longer be valid and could be rejected.
Step 1
Take pictures of the product from all relevant angles. I.e. front, back and top and side of the frame of the racket, and take close ups of the fault.
Please provide your order number, full name, email, and phone number, and send it to info@mypadellife.com. Write “Claim + your order number” in the subject line.
In the email, describe what the claim concerns and how the issue occurred.
Keep the product you are filing a claim for, as we will usually need it returned for a replacement.
Step 2
We strive to process your claim as quickly as possible, often within a week. In some cases, we may consult a product expert from the manufacturer, which can extend the processing time slightly. The product expert helps assess whether the issue is a defect in the product.
In most cases, the product must be returned for a replacement. Therefore, it is important that you keep the product and avoid further damage while the claim is being processed. Based on the provided photos/videos, we will give an initial indication of whether the product can be replaced. Please note that the claim is only finally approved once we receive the product and confirm that its condition matches the photos used in the assessment. If, for example, a padel racket is in worse condition than shown in the submitted images, the claim may be rejected, and any shipping costs will be at the customer's expense.
You can get a free return label from our return portal. We cover the shipping costs for submitting a claim.
If your claim case is accepted, a new product will be shipped within a reasonable time after the dialogue with you. If the product is not in stock, we will offer a similar product, taking into account any price difference. Alternatively, you can get your money back.
