Return & Refund Policy

We want you to be fully satisfied with your NeuronPadel gear. If something isn't right, you may return eligible items within 7 days of delivery under the conditions below.

1. Return Window

You may request a return within 7 calendar days from the date your order is delivered. Requests made after this period cannot be accepted.

2. Eligibility

To be eligible for a return, items must be:

  • Unused, unplayed and in the same condition you received them
  • Complete with original packaging, racket cover, tags and protective film intact
  • Accompanied by proof of purchase (order number or receipt)

Rackets that show any sign of play, including marks on the frame, face or edge, a removed protective film or a changed grip, are not eligible for return, unless the issue is a manufacturing defect covered by our Warranty Policy. Such cases are handled as warranty claims.

3. Non-Returnable Items

  • Used or played rackets
  • Grips, overgrips and socks (for hygiene reasons)
  • Customised or personalised items
  • Items bought on sale, clearance or under a bundle promotion, unless defective
  • Gift cards

4. How to Request a Return

  1. Contact us at business@neuronpadel.com or WhatsApp (Asia +62 812 8887 1095 / EU +39 338 269 0983) with your order number, the item, the reason for return and clear photos of the item.
  2. We review your request within 2 business days. If approved, we send you the return address and instructions.
  3. Pack the item securely in its original packaging and ship it within 5 days of approval. Keep your tracking number.

Items sent back without prior approval will not be accepted and will be returned at your cost.

5. Return Shipping Costs

  • Change of mind or wrong size ordered: you pay for return shipping.
  • Wrong item sent, or item defective or damaged on arrival: we cover return shipping.

We recommend a tracked shipping service. We are not responsible for returns lost in transit.

6. Inspection

Once we receive your return, we inspect it within 3 business days and notify you of the result. If the item does not meet the eligibility conditions, we will send it back to you at your cost.

7. Refunds

  • Approved refunds are issued to your original payment method, or as store credit if you prefer.
  • Refunds are processed within 7–14 business days after approval. Your bank or payment provider may take additional time.
  • Original shipping fees are non-refundable, except where we sent the wrong or a defective item.
  • If you used a discount code, the refund equals the amount you actually paid.

8. Exchanges

We offer exchanges for a different size or colour of the same item, subject to stock. Request an exchange through the same process as a return. If the replacement costs more, you pay the difference; if it costs less, we refund the difference.

9. Wrong, Damaged or Missing Items on Arrival

Please report any wrong, damaged or missing item within 48 hours of delivery. Include your order number, photos of the item and packaging, and an unboxing video if available. We will arrange a replacement or full refund, including shipping costs, after verification.

10. Order Cancellations

You may cancel an order before it is dispatched for a full refund. Once an order has been dispatched, it is handled as a return under this policy.

11. Purchases from Other Sellers

This policy applies only to orders placed on NEURONPADEL.COM. Products bought from marketplaces, clubs or authorised resellers follow that seller's return policy. Manufacturing defects on those products remain covered under our Warranty Policy.

This policy does not affect your rights under Indonesian consumer protection law.

13. Contact Us