Warranties

In Padel5 we act as intermediaries between the manufacturer and the customer to manage product warranties. All our products are guaranteed for 2 years from the date of purchase, in accordance with current regulations. Below, we explain how to exercise your right to warranty and the steps of the process:

  1. Warranty coverage:
    • During the first six months, any defect in the product is presumed to be a manufacturing fault, unless there is clear evidence of misuse (such as visible knocks).
    • From the sixth month and up to two years, it will be up to the customer to prove that the defect is of origin and not a consequence of the normal use of the product.
  2. Process to initiate the warranty:
  1. Required photos: To start the warranty process, the customer must send us detailed images or videos of the product to garantias@tiendapadel5.com, depending on the brand. Please note the following indications:
    • If you have more than one paddle to process, each one must be sent in a separate email. Do not process multiple paddles in a single email.
    • For the Adidas and Lok brands, a single video is needed to show clearly:
      • The plans of the shovel.
      • The edges of the shovel.
      • The defect in the product.
      • In case the shovel has a “rattle” (internal noise), you should move the shovel so that the noise can be clearly heard.
      • Everything must be clear in the video. In addition, the date of purchase is required.
    • For the other Marks, 6 clear photos must be sent:
      • Photo of the two planes of the shovel.
      • Photo of the edges.
      • Photo of the defect.
    • In the case of Bullpadel and StarVie, the racket number is also required.
    • In the case of Head, in addition to the above-mentioned photos, a photo of the QR code on the paddle is required.
    • In all cases, it is mandatory to include the date of purchase.
    • Order number associated with the purchase.
      (At the bottom of this page, you will find example pictures of how we need these captures to be made and where the paddle number or QR code can be found.).
  2. From these images, the manufacturer will evaluate if it is necessary to receive the product physically or if the warranty can already be accepted with the photos sent. In many cases, this initial evaluation may be sufficient to make a decision without having to send the product.
  1. Product shipment:
  • If the manufacturer deems it necessary to perform a more detailed inspection and does not accept the warranty based on the photos alone (believing that the defect may be a result of normal use), the customer will be responsible for the cost of shipping the product for inspection.
  • The average processing time for guarantees is 1 to 3 weeks from the beginning of the process.
  • Once the manufacturer makes a decision, we will inform the customer immediately of the resolution.
  1. Resolution of the warranty:
  • If the warranty is accepted, the product will be replaced with a new one and returned to the customer at no additional cost. The customer would have borne the initial shipping cost to our warehouse.
  • If the product is out of stock, the customer may choose another item of equal value from our online store. No refunds will be made in any case.
  • If the warranty is rejected because it is not considered a manufacturing fault, the product will be returned to the customer, who will be responsible for the return shipping costs.
  1. International customers:
  • For customers outside Spain, in the event that the warranty is accepted, the customer must assume the shipping costs of the product.
  • If the customer does not wish to assume the shipping costs, he/she may choose to receive a coupon for the value of the product for future purchases, although the original shipping amount will be forfeited.

The User, as a consumer and user, enjoys guarantees on the products that can be purchased through this Website, in the terms legally established for each type of product, responding Padel5, therefore, for the lack of conformity of the same that is manifested within a period of two years from delivery of the product.

In this sense, it is understood that the products are in conformity with the contract provided that: they conform to the description made by Padel5 and possess the qualities presented therein; they are suitable for the uses to which products of the same type are ordinarily intended; and they present the usual quality and performance of a product of the same type and which are fundamentally to be expected of the same. When this is not the case with respect to the products delivered to the User, the User must proceed as indicated in the section Return of defective products or error in shipment. However, some of the products marketed on the Web Site may present non-homogeneous characteristics as long as these derive from the type of material from which they have been manufactured, and which will therefore form part of the individual appearance of the product, and will not be a defect.

On the other hand, it could be the case that the User acquires on the Website a product of a brand or manufactured by a third party. In this case, and considering that the User is dealing with a defective product, the User also has the possibility of contacting the brand or manufacturer responsible for the product to find out how to exercise its legal warranty rights directly against them during the two years following the delivery of such products. For this purpose, the User must have kept all the information related to the warranty of the products.

For any questions please contact +34611886969, but to process the warranty please send all the required information to garantias@tiendapadel5.com.