Refund policy

Returns & Refunds Policy

Last updated: 19 August 2026

We want you to feel confident when purchasing from KIVAVI. If something is not right, please contact us, and we will help you through the returns process.

14-day return policy

You have 14 days from the date you receive your order to tell us that you wish to return it.

After notifying us, you must return the item within the following 14 days.

You do not need to provide a reason for cancelling an eligible online order. However, providing a reason may help us improve our products and service.

Return eligibility

To qualify for a return, the product should be:

In the same condition in which it was received;
Unused beyond what is reasonably necessary to inspect it;
Free from damage, marks, excessive wear or signs of play;
Returned with any original tags, protective materials, accessories and documentation;
Returned in its original packaging, where reasonably possible; and
Accompanied by your receipt, order confirmation or another acceptable form of proof of purchase.

You may inspect the racket as you would reasonably inspect it in a physical shop. However, using the racket during a match, training session or on a padel court may go beyond reasonable inspection.

If a returned product has been used, damaged or handled more than reasonably necessary, we may reduce the refund to reflect any resulting loss in value, where permitted by law.

Starting a return

To request a return, email:

info@kivavipadel.com

Please include:

Your full name;
Your order number;
The product you wish to return;
The reason for the return, if you are comfortable providing one; and
Photographs if the product is damaged, defective or incorrect.

If your return is accepted, we will provide return instructions and, where applicable, a return shipping label.

Returns must be sent to:

KIVAVI Returns
26 The Chase
Ickenham
Uxbridge
UB10 8SS
United Kingdom

Products returned without contacting us first may not be accepted or may take longer to process.

Please do not send products to the return address without first receiving return instructions from us.

Return postage

For change-of-mind returns, the customer is responsible for the cost of returning the product to us.

If we provide a prepaid return shipping label for a change-of-mind return, the cost of the label may be deducted from your refund. We will tell you the amount before the return is arranged.

KIVAVI will cover reasonable return postage costs where:

The product is defective;
The product was damaged before or during delivery;
You received the wrong product; or
The product was materially different from its description.

We strongly recommend using a tracked delivery service and retaining your proof of postage until your return has been completed. KIVAVI cannot accept responsibility for returned products that are lost or damaged in transit when the return has been arranged independently by the customer.

Damaged, defective or incorrect products

Please inspect your order as soon as it arrives.

If your product is damaged, defective or incorrect, contact us promptly at info@kivavipadel.com so that we can assess the issue and put it right.

Please provide your order number and clear photographs showing the product, packaging and any damage or defect.

Where appropriate, we may offer a replacement, repair or refund in accordance with your statutory rights. Nothing in this policy limits your legal rights where a product is faulty, not as described or unfit for its intended purpose.

Products that cannot normally be returned

The right to return may not apply to:

Products made to your specifications or clearly personalised;
Gift cards;
Products that have been materially altered after delivery; or
Products damaged through misuse, improper storage, accidental damage or normal wear and tear.

These exclusions do not affect your statutory rights if a product is defective, incorrectly supplied or not as described.

Sale and promotional products

Products purchased during a sale or promotion may be returned under the same eligibility requirements and time limits set out in this policy.

Purchasing a product at a discounted price does not affect your statutory rights.

Exchanges

We do not currently operate a direct exchange service.

The quickest way to obtain a different colour or product is to:

Request a return for the original product;
Return it following our instructions; and
Place a separate order for the replacement product.

This helps avoid delays and ensures that the product you want is available.

Pre-orders

A pre-order may be cancelled for a full refund before it has been dispatched.

Once a pre-ordered product has been dispatched and delivered, the normal 14-day return period described in this policy will apply.

Any estimated dispatch date shown for a pre-order is an estimate and may be affected by production, transport or other circumstances outside our reasonable control. We will contact you if a material delay affects your order.

Cancelling an order before dispatch

If you wish to cancel or amend an order before it has been dispatched, contact info@kivavipadel.com as soon as possible.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing has begun.

If the order has already been dispatched, you may request a return after receiving it.

UK cancellation rights

For eligible online purchases, you normally have the right to notify us that you wish to cancel within 14 days after receiving your order. After notifying us, you have a further 14 days to return the product.

Where an entire eligible order is cancelled, we will also refund the cost of our standard delivery service if a delivery charge was paid. If you selected a more expensive delivery option, we are not required to refund the additional amount above the cost of standard delivery.

These cancellation rights are separate from your rights when a product is defective, damaged, not as described or unfit for purpose.

European Union cooling-off period

Where an order is delivered to a customer in the European Union and the applicable consumer rules provide a right of withdrawal, the customer may generally cancel the eligible order within 14 days of receiving it, without giving a reason.

The product must be returned in accordance with the applicable requirements and should be unused beyond what is reasonably necessary to inspect it. Proof of purchase will also be required.

Additional rights may apply depending on the country in which you live. Nothing in this policy is intended to restrict any mandatory consumer rights that apply to your purchase.

Refunds

We will notify you when we receive and inspect your return. We will then confirm whether the refund has been approved.

If approved, your refund will be issued to the original payment method. We aim to process approved refunds within 10 business days and will always do so within the applicable statutory timeframe.

If you cancelled the complete order and are entitled to a refund of the standard outbound delivery charge, this will be included in your refund.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact:

info@kivavipadel.com

Refund deductions

Where permitted by law, we may deduct an appropriate amount from a refund if:

The product has been used or damaged;
The product has been handled beyond what is reasonably necessary to inspect it;
Parts, accessories or packaging are missing;
The product has materially decreased in value while in your possession; or
A prepaid return label was provided for a change-of-mind return, and you agreed that its cost would be deducted.

We will explain any proposed deduction and the reason for it.

Proof of purchase

We may ask for proof that the product was purchased directly from KIVAVI. Acceptable proof may include an order confirmation, receipt, payment record or other evidence of purchase.

Products purchased from another retailer must normally be returned to that retailer in accordance with its own returns process.