Refund policy

Returns and refunds

We want you playing with gear you are happy with. If something is not right, this page explains exactly what to do.

Return window

You have 14 days from the date of delivery (or pickup) to request a return for a refund, or an exchange for a different size or model. Once we approve the return, the item must reach us within 14 days of that approval.

Returns sent without our approval, sent after the window, or sent to any address other than the one we give you cannot be accepted.

Condition required

The item must be unused and in its original condition.
The item must be in its original packaging, including any protective cover, box, or tags.
Proof of purchase is required — your order number or the email address used at checkout.

Rackets and paddles that have been played with cannot be returned. A racket picks up marks on the frame and face from the first few balls, and we cannot resell it as new. Please check the grip size and weight before you hit with it.

For hygiene reasons, socks, underwear, and any item sold in sealed packaging cannot be returned once the packaging is opened, unless the item is defective.

Footwear may be tried on indoors. Shoes worn on a court cannot be returned.

How to start a return or exchange

Email luis@propadel.solutions with your order number, the item, and whether you want a refund or an exchange. We will reply with the return address and instructions. Please do not send anything back before we confirm.

Special orders

Items marked Special order on the product page are ordered in from our distributor specifically for you. You can cancel a special order for a full refund at any time before it ships. After delivery, special-order items can be returned under the conditions on this page, less a 15% restocking fee on the item price. The restocking fee does not apply if the item arrived defective or we sent the wrong item. Please check your size before ordering; if you are unsure, email us first.

Refunds

Once we receive and inspect your return, we issue the refund to your original payment method, less any restocking fee. An item that fails inspection is not refunded and can be sent back to you at your cost. Please allow 5 to 7 business days for it to appear, depending on your bank or card provider.

Original shipping charges are not refunded, unless the return is because the item was defective or we sent the wrong item. In those cases we cover shipping both ways.

If your order shipped free because it was $150 or more, and a return brings the items you keep below $150, we deduct our standard $14.99 shipping charge from the refund.

Return shipping

For a change-of-mind return or an exchange, you pay return shipping. We do not provide return labels for these returns. Ship with a tracked, insured service; the item stays your responsibility until it reaches us, and we cannot refund a return that is lost or damaged on its way back. Keep your tracking number.

If you bought with local pickup, you can drop the return off at our Doral address instead, at no cost.

We pay return shipping only when the item arrived defective or we sent the wrong item.

Exchanges

Same 14-day window. Tell us the size or model you want and we will confirm availability before you ship anything back. Once we receive and inspect the returned item, we ship the replacement.

Manufacturer's warranty

All NOX products carry a 2-year manufacturer's warranty from the date of purchase, covering manufacturing defects in materials and workmanship under normal use and care.

For a defect that appears after the third month and before the end of the second year, you will be asked to demonstrate that the fault is a manufacturing defect rather than wear or damage.

The warranty does not cover normal wear and tear, misuse, accidents, improper care, unauthorised modification, burns or abrasions, or prolonged exposure to weather. It does not cover products bought used, as-is, or from unauthorised sellers.

To open a claim, email luis@propadel.solutions with:

A clear photo of the defect or damage
A photo of the product barcode
Your original order confirmation, showing the purchase date and your name or email

Incomplete claims cannot be processed. Complete claims are reviewed within 5 business days. You may be asked to send the product in for evaluation. A warranty claim is a manufacturer decision, and we pass the manufacturer's determination on to you.

Damaged, lost, or missing packages

If your order arrives damaged, or tracking shows it as lost, contact us within 7 days of the delivery date or the expected delivery date so we can open a carrier claim.

Once a carrier marks a package delivered to the address you gave at checkout, our responsibility for that shipment is complete. If tracking shows delivered but the package is not with you, please check porches, side and back doors, garages, neighbours, and any building or leasing office, and allow 24 hours — carriers sometimes scan early. If it is still missing, a claim must be filed with the carrier using your tracking number. We will supply tracking and shipment documentation to support your claim.

Cancellations

In-stock orders are usually dispatched within 48 hours, so if you need to cancel, email us immediately. If the order has not shipped, we will cancel and refund in full. Once it has shipped, the return process above applies.

Special orders can be cancelled for a full refund at any time before they ship. Email luis@propadel.solutions with your order number.