Returns and Refunds Policy
NOSSA Core Racket 14 Day Trial Return Policy
If you are not completely satisfied with your NOSSA Core Racket, you may return it within 14 days of delivery for a refund.
To qualify for a trial return:
• The racket must be returned within 14 days of delivery
• The racket must be in reasonable condition, showing only minimal wear consistent with testing
• You must contact us at info@nossapadel.com before returning the racket
Customers are responsible for the cost of return shipping for trial returns or change of mind returns.
If a free gift, promotional item, or bonus product was included with your order and is not returned, we may deduct the retail value of that item from your refund. Any refund will be calculated based on the amount paid for the returned product or products after any discounts have been applied, minus the retail value of any promotional item or items not returned.
We reserve the right to reduce any refund where the value of the racket has been diminished by handling beyond what is necessary to inspect and test it reasonably. This includes excessive wear, visible damage, court impact damage, misuse, or signs of use beyond what would be expected during a fair trial period.
Returned items must include a note inside the package stating the order number so we can identify and process the return.
All Other Products 14 Day Return Policy
You have 14 days from the date of delivery to request a return for non racket items.
To qualify for a return:
• Items must be unused and in the same condition as received
• All tags must be attached
• Items must be returned in original packaging
• Proof of purchase is required
Please contact info@nossapadel.com before returning any item. Returns sent without prior approval will not be accepted.
Customers are responsible for the cost of return shipping for change of mind returns.
If a free gift, promotional item, or bonus product was included with your order and is not returned, we may deduct the retail value of that item from your refund. Any refund will be calculated based on the amount paid for the returned product or products after any discounts have been applied, minus the retail value of any promotional item or items not returned.
Returned items must include a note inside the package stating the order number so we can identify and process the return.
Right to Cancel
Under UK and EU consumer law, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.
To exercise your right to cancel, you must notify us in writing at info@nossapadel.com within 14 days of delivery. Once cancellation is confirmed, you must return the goods within a further 14 days.
For cancelled orders, we will refund:
• The price paid for the product
• The cost of standard outbound delivery, where applicable
If a free gift, promotional item, or bonus product was included with your order and is not returned, we may deduct the retail value of that item from your refund where permitted by law and where the promotional item was conditional on the purchase.
Return shipping costs are the responsibility of the customer unless the item is faulty, damaged on arrival, or incorrect.
We reserve the right to reduce any refund where the value of the goods has been diminished by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Damaged, Faulty, or Incorrect Items
Please inspect your order immediately upon delivery and contact us straight away if your item is damaged, faulty, incorrect, opened, tampered with, or not in the expected condition.
Because sporting goods such as rackets, bags, sleeves, and accessories can become marked, chipped, cracked, cut, scored, or otherwise damaged through use, impact, mishandling, or poor storage after delivery, any issue relating to damage on arrival, opened packaging, missing items, or incorrect condition must be reported to us within 24 hours of confirmed delivery.
Claims reported after this period may be harder to verify and may affect our ability to investigate the issue with our warehouse, fulfilment partners, or courier.
To investigate a damaged, faulty, or incorrect item claim, we may require some or all of the following:
• A clear description of the issue
• Confirmation of when the issue was first noticed
• Clear photos of the affected area
• A full photo of the product
• Clear photos of the outer packaging
• A clear photo of the shipping label
• A short video showing the issue from multiple angles
• Confirmation of whether the product has been used, played with, fitted with accessories, or otherwise handled beyond reasonable inspection
If you believe an item has arrived damaged or in incorrect condition, it must not be used pending review. Any use after delivery may affect the outcome of the claim where it prevents us from determining whether the issue arose before or after delivery.
Where packaging appears opened, cut, torn, crushed, tampered with, or otherwise damaged, this should be photographed immediately before the product is used or removed from all packaging.
Damage claims are assessed using the evidence provided by the customer together with our internal dispatch and fulfilment records.
Where there is visible damage to the outer packaging consistent with transit damage, we may treat the matter as a delivery related issue.
Where packaging is intact and there is no supporting evidence of transit damage, we reserve the right to investigate further before accepting that the issue occurred before delivery.
We do not accept claims where the evidence suggests the issue is more likely to have arisen from:
• Normal wear and tear
• Court use or play
• Impact with glass, fencing, walls, floor, or other rackets
• Fitting, removing, or using accessories or protectors
• Accidental damage
• Misuse, neglect, improper storage, or unauthorised modification
This does not affect your statutory rights if goods were genuinely faulty, not as described, or damaged on arrival.
If an item is confirmed to be faulty, damaged on arrival, not as described, or unfit for purpose:
• We will cover the cost of return shipping
• We will offer a repair, replacement, or full refund at no additional cost
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Warranty
All NOSSA products include a 1 year warranty covering manufacturing defects in materials or workmanship.
If a fault occurs that should not occur under normal use, we will repair, replace, or refund the item at our discretion.
This warranty does not cover:
• Normal wear and tear
• Cosmetic wear from use
• Impact damage
• Misuse
• Accidental damage
• Failure to follow care instructions
• Damage caused after delivery through use, transport, storage, modification, or mishandling
Refunds
Once we receive your returned item, we will inspect it and notify you of the outcome.
Where a refund is approved, it will be issued to the original payment method within 14 calendar days of receiving the returned goods.
Please note that all refunds remain subject to inspection of the returned goods and any applicable deductions under this policy, including for missing promotional items or diminished condition.
Bank or card processing times may vary and are outside our control.
Abuse and Fraud Prevention
We reserve the right to refuse claims, refunds, replacements, or future orders where we reasonably believe a claim is false, abusive, misleading, inconsistent with the evidence provided, or relates to damage caused after delivery.
