At Desert Paddles, we want you to be completely satisfied with your pickleball paddles and gear. If you need to return a product, please review our policy to ensure a smooth and hassle-free process.
Return Eligibility:
Paddles:
- Paddles sold on a sale will not be eligible to be returned.
- Paddles can be returned within 30 days of the purchase date.
- During this 30-day period, you are welcome to use the paddle to determine if it meets your needs. Be careful to not abuse your paddle so it qualifies for a return.
- If you believe your paddle has a manufacturer defect, reach out and we'll make sure to send you your warranty information.
Other Products:
- Non-paddle items sold on a sale will not be eligible to be returned.
- Non-paddle items must be returned in unused and original condition.
- Returns for these items must be initiated within 30 days of the purchase date.
Returning Orders With Free Items:
- Certain orders may include qualifying free products. With a return your order can become unqualified for these free products.
- Free products must be returned in new condition to avoid deductions from your refund. If free products are not returned or returned in not new condition their value will be subtracted from the total refund amount.
Used Products:
- Used and previously returned products will sometimes be available and sold through our customer service team or our used listings.
- These are ineligible to be returned.
Conditions for Rejection:
- The product was sold on a sale.
- The product shows signs of excessive or unusual abuse.
- There is any writing or markings on the product.
- There is a pattern of continuous and excessive returns that abuse this policy.
- If a return is sent to us and rejected you will not receive a refund. You will have an opportunity to get it sent back for a $20 fee.
Return Process:
Initiating a Return:
- Contact our customer service team to start the return process.
- Provide order number, reason for return, and a photo of the product. After this you will be able to obtain a return authorization and receive a prepaid return label from Desert Paddles.
- Customers with Returns Coverage will receive their return label at no additional cost. Customers without Returns Coverage will have the applicable return shipping/restocking fee deducted from their refund.
- Upon arrival the product will be inspected thoroughly. It will be accepted or rejected under the terms of this policy. Either way you will be notified of the status of the return with a Refund meaning it was accepted or a Rejection Notification where you will have the opportunity to get the product sent back to you for a $20 fee.
Return Shipping:
- The return shipping and restocking fee is $15. This fee will be deducted from your refund unless Returns Coverage was purchased at checkout.
- Orders with Returns Coverage are eligible for prepaid return shipping and waived return shipping/restocking fees for eligible returns.
- Please ensure the product is securely packed to avoid any damage during transit.
- Rejected items will not be refunded and will be sent back if the customer wants for a $20 fee.
Exchanges:
- Exchanges for products of equal or lesser value can be processed.
- For exchanges exceeding the exchanged product's value, the difference will be charged.
Refunds:
Refunds will be processed after the returned product arrives, inspected and deemed eligible according to our policy. Please allow up to 10 business days after the return arrival for the refund to appear on your account if approved.
If a product is rejected under the conditions specified in this policy a refund will not be initiated. A notification email will be sent to the customer about the rejection and a $20 fee will be charged if the customer wants the product back.
If your refund amount does not look right feel free to reach out. Some reasons it may not be the full amount include our $15 shipping and restocking fee for orders that did not purchase Returns Coverage. If your order qualified for free items and became unqualified with the return, the products costs will be deducted from your refund if they were not returned or returned in not new condition.
Receiving a Damaged or Wrong Product:
We try to catch any damaged or wrong products before they ship but sometimes we do mess up! We promise to take care of you if this is the case. If your order was lost, stolen, or damaged during transit and Package Protection was purchased at checkout, please access our returns portal to initiate a Package Protection claim. If a wrong product is sent or damaged when shipped and then used this product will be considered accepted and a $15 return fee will still apply.
Access our returns portal HERE
Returns Coverage & Package Protection
Returns Coverage is an optional checkout add-on that provides prepaid return shipping and waives the standard $15 return shipping/restocking fee on eligible returns.
Package Protection is an optional checkout add-on that helps protect eligible orders against loss, theft, or damage during transit. Customers who purchased Package Protection should contact our customer service team to report covered shipping issues and begin the claims process.
Coverage benefits apply only to orders where the applicable protection was purchased at checkout and are subject to eligibility requirements.
If you have any questions or need further assistance, please feel free to contact our customer service team! We're here to help ensure your experience with Desert Paddles is a positive one!
Thank you for shopping with Desert Paddles!
