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Return and Exchange Policy

Last updated: 13 October 2026

Picked the wrong grip size, or does the racket feel heavier in your hand than it looked on paper? You have 30 days from delivery to send it back.

1. Conditions

  • The return is requested within 30 days of receiving the order.
  • The product is unused, in its original condition and packaging, with all labels and accessories.
  • Proof of purchase is provided.

We cannot accept a voluntary return of a product that has been used, altered or damaged by the customer, or that comes back without its original packaging or included accessories. This does not affect your rights if the product is faulty.

These conditions apply to the 30-day return period and do not limit your legal right of withdrawal (section 10).

2. How to return a product

  1. Email returns@raquiva.com with your order number, the product and the reason for the return. If the item is damaged, faulty or not what you ordered, attach clear photos of the product and the packaging.
  2. Within 2 business days we reply with return instructions. Use the free prepaid return label included in your package; if you no longer have it, we send you a new one.
  3. Pack the product securely, send it only after you have received the instructions, and keep your proof of postage.

3. Return address

RAQUIVA PADEL EQUIPMENT, S.L.
Calle de la Ciudad de Barcelona, 16, Nave 5
46988 Paterna, Valencia
Spain

4. Return costs by destination

Destination Voluntary return Damaged, faulty or wrong item
Spain Free: prepaid return label included in your package; nothing is deducted Free
Germany, Italy, Portugal, France, Ireland and the Czech Republic Free: prepaid return label included in your package; nothing is deducted Free
United Kingdom Free: prepaid return label included in your package; nothing is deducted Free

5. Damaged, faulty or wrong items

If a product arrives damaged, has a defect or is not what you ordered, tell us within 7 days of receipt at returns@raquiva.com, with photos and your order number. The return costs you nothing, and we will guide you through the replacement or refund. This notice period does not limit your statutory consumer rights.

6. Refunds

Once we have received and inspected the product, we confirm by email whether the return is approved. The refund is made within 14 calendar days to the payment method you used. Your bank may need a few extra days to show the credit.

7. Exchanges

Want a different size, weight or model? Return the product as described above and tell us what you would like instead. Once the return is approved, the replacement is dispatched within 3 business days. Exchanges depend on availability: if the item is not available, we offer you another option or refund you to the original payment method.

8. Legal guarantee

All products carry a 3-year legal guarantee against lack of conformity in every country we deliver to, under Spanish consumer law (Real Decreto Legislativo 1/2007). Depending on the case, a guarantee claim leads to repair, replacement, a price reduction or a refund. To make a claim, write to returns@raquiva.com.

9. Contact

10. Right of withdrawal (14 days)

In addition to the 30-day return period above, as a consumer in the European Union or the United Kingdom you have the legal right to withdraw from the purchase within 14 calendar days of the day you, or a person you name, receive the goods, without giving any reason.

To exercise it, tell us before the period ends with a clear statement, for example by email to returns@raquiva.com. You may use the model withdrawal form below, but it is not obligatory.

We refund all payments received from you, including the original delivery cost, without undue delay and no later than 14 days after we are informed of your decision, using the same payment method you used. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier. Return shipping is free: use the prepaid label included in your package.

You must send the goods back within 14 days of telling us that you withdraw. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. The conditions on unused products and original packaging in this policy apply to the 30-day return period and do not limit this legal right.

The right of withdrawal does not apply to goods made to your specifications or clearly personalised.

11. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: RAQUIVA PADEL EQUIPMENT, S.L., Carrer de les Illes Canàries, 82, Oficina 4, 46023 Valencia, Spain, email: returns@raquiva.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: ____
Ordered on (*) / received on (*): ____
Order number: ____
Name of consumer(s): ____
Address of consumer(s): ____
Signature of consumer(s) (only if this form is sent on paper): ____
Date: ____

(*) Delete as appropriate.

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