Refund policy
At Xalphius Pickleball, we take great care to ensure every order is accurately packed and inspected before shipment.
No Returns or Refunds After Shipment
All sales are final once an order has been shipped.
We do not accept returns, refunds, or exchanges for:
- Change of mind
- Incorrect product selection
- Preference for a different model, shape, or colour
- Buyer's remorse
- Products that have been used or damaged after delivery
Please review your order carefully before completing your purchase.
Defective or Incorrect Items
If you receive a product that is defective upon arrival or if we have shipped the wrong item, please contact us within 48 hours of receiving your order.
To be eligible for a claim, you must provide:
- Your order number.
- A clear, uninterrupted unboxing video showing the sealed package being opened.
- Clear photos or videos showing the defect or incorrect product.
Claims submitted without a complete unboxing video may not be accepted, as we are unable to verify whether the issue occurred before or after delivery.
Claim Review
Once your claim has been reviewed and approved, we will determine the appropriate resolution, which may include:
- A replacement product.
- An exchange for the correct item.
- A full or partial refund, where appropriate.
The chosen remedy will be at our sole discretion based on the nature of the issue.
Shipping Costs
If the claim is approved due to our error or a confirmed manufacturing defect, we will cover the reasonable shipping costs required to resolve the issue.
Manufacturer Defects
Where applicable, products may also be covered under the manufacturer's warranty. Warranty claims are subject to the manufacturer's terms and conditions and do not cover damage resulting from misuse, accidents, improper handling, normal wear and tear, or unauthorized modifications.
Contact Us
If you believe your order qualifies for a claim, please contact us within 48 hours of delivery with your order number, unboxing video, and supporting photos or videos. We will review your submission and respond as soon as possible.