Refund policy
At TrainerOne, we want your shopping experience to be excellent. If for any reason you are not satisfied with your order, this policy explains how returns, replacements and refunds work.
Returns Within 90 Days
Changed your mind? You can return your order unopened within 90 days of delivery for a full refund.
- Days 1 to 15: every customer, regardless of country of residence, has the right to request a return within 15 calendar days from the date the order is received.
- Days 16 to 90: in addition to that 15-day right, we offer an extended return period of up to 90 days from delivery. This extended period applies to all countries.
Eligibility Conditions
- The product must be new, unused and unopened, in the same condition in which it was received.
- It must be returned in its original sealed packaging.
- A proof of purchase or your order number is required.
If more than 90 days have passed since delivery, unfortunately, we cannot offer a return or refund. This does not affect any statutory rights you may have as a consumer.
How to Start a Return
Email us at padeloneshopp@gmail.com with your order number. Once we receive your request, we will send you detailed instructions to complete the return, including the return shipping address.
Note: please contact us before sending anything back so we can process your return faster. Returns that meet the conditions above will still be processed.
Return Shipping Costs
- Return shipping costs are the responsibility of the customer, unless the product arrives damaged, defective or incorrect.
- If the product arrives damaged, defective or incorrect, TrainerOne covers the return shipping costs.
Damaged or Defective on Arrival
If your order arrives damaged, defective or incorrect, please tell us within 48 hours of delivery so we can fix it quickly. Email us your order number and a clear photo of the product and its packaging.
In these cases:
- You will receive a free replacement or a full refund, whichever you prefer, at no cost to you.
- If we need the item back, TrainerOne covers the return shipping costs.
Reporting after this 48-hour window does not affect any statutory rights you may have as a consumer.
Balls and Cords Are Wear Parts
The tennis balls and elastic cords are wear parts, like the strings on a racket. They wear with use, and how quickly depends on how often and how hard you hit, the surface you play on and how you store them. Normal wear from use is not a defect, so it is not covered as a damaged or defective item.
That is why every TrainerOne box comes with a spare ball on its own cord: when a ball or cord wears out, you swap the set and keep hitting. The product page explains how to make them last.
If anything arrives damaged or defective, the section above applies. This section does not affect any statutory rights you may have as a consumer.
Exchanges
We only replace items that arrive damaged, defective or incorrect. If you need a replacement for the same product, email us at padeloneshopp@gmail.com.
Refunds
Once we receive and inspect your return, we will email you to let you know whether your refund has been approved or rejected.
If it is approved, the refund will be issued to your original payment method within 10 business days. Processing times may vary depending on your bank or card provider.
If more than 15 business days have passed since approval and you have not received your refund, please contact us at padeloneshopp@gmail.com.
Contact
For any questions about returns, replacements or refunds:
Email: padeloneshopp@gmail.com