Refund policy

Product Exchange
We understand that receiving a product that does not meet your expectations can be disappointing. Therefore, we offer the opportunity for a product exchange within a maximum of 7x24 hours (1 week) after receiving the item, under the following conditions:

  • Applies only to products with manufacturing defects, shipping errors, or incorrect sizing.

  • The product must be new, unused, and in its original packaging.

  • Exchanges can only be made for a similar product or a product of a higher price (with the customer paying the price difference).

  • Purchased items cannot be returned for a cash refund.

  • Video Unboxing Policy for Damage or Defect Claims
    To file a claim for a damaged product or manufacturing defect, customers must include unboxing video evidence showing:

    • The condition of the package before it is opened (ensure the package is still sealed).

    • The process of opening the package until the product is clearly visible.

    • Details of the damage or defect on the product.

    • Claims without an unboxing video cannot be processed.

Product Exchange Process

  • Contact Customer Service: Within a maximum of 7x24 hours (1 week) after receiving the product.

  • Submit Your Exchange Request: Send your request via our email at padeltop.id@gmail.com or WhatsApp at +62 821-1438-7307.

  • Include your order number, a description of the issue, and the unboxing video evidence.

  • Prepare the Product for Exchange:

    • The product must be in new, unused condition and returned in its original packaging.

    • An invoice or proof of purchase must be included in the package.

Inspection & Replacement Product Shipment

  • Once the product is received and inspected by our team, we will confirm its status within a maximum of 5 business days.

  • If approved, the replacement product will be shipped according to our standard shipping procedures.

  • If the product you wish to exchange is not available, you may choose a similar product or a product with a higher price (with the price difference to be paid by you).

Products That Cannot Be Exchanged

  • Products with missing tags.

  • Products that have been used or are not in new condition.

  • Products without the original packaging or with a damaged or missing seal.

  • Exchange requests submitted beyond the 7x24 hour (1 week) limit after receiving the product.

  • Claims submitted without unboxing video evidence.

Shipping Costs for Exchange

  • If the error is due to Padeltop (manufacturing defect/wrong shipment), we will cover the shipping cost for the replacement product.

  • If you wish to exchange a product due to incorrect sizing, the shipping cost will be your responsibility.

By shopping at Padeltop, you agree to these policies. If you have any further questions, please contact our customer service team.