Refund policy
OXDOG Padel is only responsible for shipments handled by us and our transportation companies. Keep the original label and packaging in case it's necessary to provide evidence to the shipping company.
Claims related to shipments, whether due to missing or damaged products during transport, can be made within 15 days of receiving the shipment.
WARRANTY
The warranty period from the date of purchase is 2 years for damages resulting from manufacturing defects.
The warranty does not cover damages caused by improper use or handling of the product, nor wear and tear resulting from normal use.
The warranty covers only the amount paid for the product.
To process the warranty, follow the steps on the platform. Once we receive your request, we will forward it to the quality department. Resolution time is between 2 and 5 days.
If you have any questions, contact us via email at info@oxdogpadel.com.
EXCHANGES AND RETURNS
If for any reason you are not satisfied with your order, you have a period* of 30 calendar days from the delivery date to make an exchange or return. The product must be in perfect condition, in its original packaging, and completely new (original factory product). We do not accept returns of products that have been used, unsealed, untagged, and/or customized.
*During the Christmas period, we offer an extended exchange period until January 15 for purchases made after November 20.
Refunds will be made for the amount of the product; shipping costs are not refundable. Additionally, any customs fees incurred in returns will be fully covered by the customer.
Do not directly use the product packaging. Wrap the product beforehand with a bag, paper, or alternatively a shipping box or bag. Do not stick labels or tape on the original product packaging. If returning a fragile product, wrap and protect it as much as possible to prevent damage.
How to make an exchange of size or product?
To make an exchange, you have two options:
1. You send us the product you want to return, and when we receive it, we send you the new product.
2. We send you the new product, and when the courier delivers it, you must hand over the product you wish to return (the cost for this option is €5).
If you want to make an exchange, write to us at info@oxdogpadel.com and include your order reference (OX followed by 4-5 digits) in the subject line.
How to make a return?
To make a return, send us the product(s) you wish to return to the following address:
Manuel Ortega
C. de Daoiz y Velarde, 12, 28280 El Escorial, Madrid
28280 El Escorial
Madrid, Spain
Tel. 613 972 215
Inside the package, include a paper indicating your order reference (OX followed by 4-5 digits) and specifying that you request a refund. Shipping costs for returns are paid by the customer, except in cases of defective products or incorrect shipments. In such cases, shipping costs will be fully covered by OXDOG Padel.
Once we receive the package, we will process the refund to the same card used for the purchase, or to the corresponding PayPal or Amazon account. If the purchase was made by cash-on-delivery or bank transfer, please add your account number on the paper so we can make the payment.
For any questions, contact us at info@oxdogpadel.com.
