Last updated: 4 June 2026 Customer service: contact@padelpulse.co.uk – +44 7867 600810
1) Order cancellation
You can request a cancellation by contacting us as soon as possible (telephone, email, chat).
If the order is already being prepared or has been dispatched, cancellation is no longer possible.
If cancellation is not possible, you can:
- Refuse the delivery: once we have received the returned item, we will issue a full refund.
- Or accept the parcel and then exercise your right to cancel (see §2).
ℹ️ International orders: refusing delivery may result in the shipping/return costs and customs formalities being deducted from your refund. We recommend accepting the delivery and then initiating a standard return.
2) Right to cancel (UK consumers)
In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 calendar days from the date of receipt to cancel your order without having to give any reason for your decision. To exercise this right, send us an email at contact@padelpulse.co.uk (or request the model cancellation form).
Conditions: items must be new, unused and unwashed and in their complete original packaging (labels, accessories, instructions). Exceptions (reg. 28 of the Consumer Contracts Regulations 2013): personalised products, hygiene items with a broken seal, digital content delivered immediately, etc.
3) Returns policy (outside the right to cancel)
Beyond the statutory 14-day right, we accept voluntary returns for up to 30 calendar days after receipt for any item that is new, unused and in its original packaging.
This goodwill allowance is optional and may be suspended during sale periods or special promotions (as noted on the site).
4) Return costs & labels
United Kingdom: return costs are borne by the customer, except in the event of an error on our part or a faulty product.
International: return costs as well as any customs duties/charges are borne by the customer. Clearly mark on the parcel: “Returned goods – no commercial value”.
We charge no restocking fee.
On request, we can provide a prepaid label for certain destinations: the cost will be deducted from your refund (we will inform you before confirming).
5) Return address
Please send your returns (with tracked, signed-for delivery) to the following address:
Akot Padel, 45 Fitzroy St, London W1T 6EB, United Kingdom ✉️ contact@padelpulse.co.uk
To include in the parcel:
- Order number + RMA (provided by our support team)
- Invoice / delivery note
- The word “RETURN” visible inside
⚠️ No carriage-due or postage-owed shipments will be accepted.
6) Exchanges
United Kingdom: you can request an exchange. For simplicity and speed, we generally issue a refund and you then place a new order for the item you want (to avoid stock shortages).
International: no direct exchange (same procedure: return then place a new order).
7) Faulty, damaged products or picking errors
If you receive an item that is faulty, damaged or does not match your order:
Contact us within 48 hours at contact@padelpulse.co.uk with supporting photos.
We will cover the return and offer you: a replacement, a credit note or a full refund.
8) Refunds – timeframes & procedures
The refund will be made within a maximum of 14 days after (i) the physical receipt of the items or (ii) the proof of dispatch provided by you (whichever comes first).
It is made using the same payment method as the original order.
We may withhold the refund until the goods have been recovered.
9) Non-compliant returns
Any item that is used, incomplete, damaged, without its original packaging or returned after the deadline may be refused or subject to a reduction in value (after informing the customer).
10) Contact & returns assistance
📧 contact@padelpulse.co.uk 📞 +44 7867 600810 (Mon-Fri, 9am–6pm, London time)
Summary – Returns procedure (UK)
- RMA request: write to contact@padelpulse.co.uk (subject: “Return + order number”).
- Prepare the parcel (new product, original packaging, invoice, RMA).
- Send the parcel (tracked and signed-for) to the UK address above.
- Quality check on receipt → refund within 14 days (or on proof of dispatch).