Shipping policy

🚚 Shipping & Collection Policy

The Padel Tech – Repair • Refurbish • Resell

Last updated: September 2026

The Padel Tech does not currently accept racket drop-offs at padel clubs.

Customers may send their rackets to us using either:

  1. The Courier Guy’s Locker-to-Locker service, booked with our assistance at the customer’s cost; or

  2. A courier independently selected and arranged by the customer.

By sending a racket to The Padel Tech, the customer agrees to the shipping terms below.

📦 1. Courier Guy Locker-to-Locker

At the customer’s request, The Padel Tech may assist with arranging a Locker-to-Locker shipment through The Courier Guy.

The applicable courier charge is payable by the customer and will be confirmed before the booking is completed.

How it works

  1. The customer provides their full name, contact number and preferred collection locker.

  2. The Padel Tech assists with creating the Locker-to-Locker booking.

  3. The customer securely packages and deposits the racket at the selected locker.

  4. The customer sends The Padel Tech the applicable booking or tracking information.

  5. The Padel Tech collects the racket from the destination locker after receiving notification that it is ready.

The customer authorises The Padel Tech to facilitate the booking on the customer’s behalf. The Courier Guy remains an independent third-party courier and is not an employee or agent of The Padel Tech.

⚠️ 2. Locker-to-Locker Transit Risk

IMPORTANT COURIER RISK NOTICE

By selecting and paying for The Courier Guy’s Locker-to-Locker service, the customer acknowledges and accepts the ordinary risks associated with courier transport, including:

  • Loss or theft while the parcel is in transit;

  • Courier delays;

  • Misrouting;

  • Damage during courier handling;

  • Locker faults or access problems;

  • Failure to collect within the courier’s permitted period; and

  • Any applicable courier compensation or insurance limitations.

The customer appoints The Courier Guy to transport the racket. The Padel Tech assists with the booking as a convenience but does not control the courier’s vehicles, lockers, personnel, routes, handling or security systems.

To the extent permitted by law, The Padel Tech will not be liable for loss, theft, delay or damage caused by The Courier Guy after the customer deposits the properly addressed parcel into the originating locker and before The Padel Tech collects it from the destination locker.

Any claim for an incident occurring during this period will be subject to The Courier Guy’s terms, claim procedures and applicable compensation limits. The Padel Tech will provide reasonable assistance with the claim where the booking was facilitated by us, but cannot guarantee that the courier will approve or pay the claim.

This limitation does not apply where the loss or damage was caused by:

  • The Padel Tech providing incorrect booking information;

  • The Padel Tech using an incorrect label;

  • Negligent handling by The Padel Tech after collecting the racket;

  • Inadequate packaging performed by The Padel Tech for a return shipment; or

  • Any other act or omission for which The Padel Tech cannot lawfully exclude responsibility.

🚐 3. Customer-Arranged Courier

Customers may independently select, book and pay for a courier to deliver their racket to The Padel Tech.

Where the customer independently appoints the courier:

  • The courier agreement is between the customer and the selected courier;

  • The customer is responsible for the booking and payment;

  • The customer must provide the courier with our correct delivery details;

  • The customer must monitor the tracking information; and

  • The customer is responsible for pursuing any claim involving loss, theft, delay or transit damage before delivery to us.

The Padel Tech is not responsible for the racket while it is in the possession or control of a courier independently appointed by the customer.

The racket becomes our responsibility only once it has been physically received and recorded at our workshop.

📦 4. Customer Packaging Responsibilities

Before sending a racket to us, the customer must:

  • Place the racket in a protective racket cover, where available;

  • Wrap the racket securely in bubble wrap or equivalent protective material;

  • Protect the face, frame and handle;

  • Use a strong, appropriately sized box or reinforced racket bag;

  • Prevent the racket from moving freely inside the package;

  • Securely seal the parcel; and

  • Ensure that the shipping label is clearly visible and securely attached.

The customer should photograph:

  • The racket before packing;

  • The protective wrapping;

  • The racket inside the package;

  • The sealed parcel; and

  • The courier label.

These photographs may be required if a courier claim is submitted.

The Padel Tech will not be liable for damage caused solely by inadequate or unsuitable packaging applied by the customer before the racket was deposited with the courier.

🔍 5. Inspection on Receipt

When a racket is received at our workshop, The Padel Tech will perform a reasonable external inspection.

If the parcel or racket appears to have been damaged during transit, we will notify the customer and provide photographs where reasonably possible.

Receipt of a parcel does not mean that The Padel Tech has confirmed the complete absence of hidden transit damage. Certain damage may become visible only after the racket has been unpacked, cleaned or inspected more closely.

🔧 6. Repair Turnaround Time

Most standard structural repairs are completed within approximately 3–5 business days after:

  • The racket has been received at our workshop;

  • The final quotation has been approved; and

  • Any required payment or deposit has been received.

The estimated repair period excludes:

  • Courier transit time;

  • Weekends and public holidays;

  • Delays awaiting customer approval;

  • Extensive or previously hidden damage;

  • Custom artwork, paintwork or decals;

  • Additional curing or finishing time; and

  • Delays caused by unavailable materials or circumstances outside our reasonable control.

If a material delay becomes known, The Padel Tech will notify the customer and provide an updated estimate.

💳 7. Payment and Return of the Racket

All approved repair charges, courier charges and applicable storage fees must be paid before the repaired racket is released.

Once payment has cleared, the customer may:

  • Ask The Padel Tech to facilitate a Locker-to-Locker return booking at the customer’s cost; or

  • Appoint and pay for another courier to collect the racket from us.

Return delivery will not be booked until the customer has:

  • Confirmed the destination locker or delivery details;

  • Paid the applicable charges; and

  • Accepted the applicable courier-risk notice.

🔄 8. Return Courier Risk

Where the customer selects, appoints and pays for a Locker-to-Locker or other courier service to return a repaired racket, that courier collects the racket as the customer’s nominated carrier.

To the extent permitted by law, responsibility for courier-controlled loss, theft, delay or damage transfers to the customer when the correctly labelled and adequately packaged racket is handed to the customer’s nominated courier or deposited into the applicable courier locker.

The Padel Tech remains responsible for:

  • Packaging the repaired racket with reasonable care;

  • Using the confirmed delivery or locker details;

  • Applying the correct shipping label;

  • Making the parcel available to the nominated courier; and

  • Exercising reasonable care while the racket remains in our possession.

Any courier claim will be subject to the selected courier’s terms and compensation limits.

📅 9. Uncollected Rackets and Storage Fees

Customers will be notified through WhatsApp, SMS, email or another recorded method when their racket is ready for return or collection.

The customer must pay and complete return-delivery arrangements within 14 calendar days after receiving the completion notification.

If the racket remains unpaid or return arrangements have not been completed after the 14-day period, a storage fee of R50 per racket per week will apply from the 15th calendar day.

Any part of a week will be treated as a full week.

Unpaid and uncollected rackets will be handled in accordance with the Payment, Collection, Storage and Uncollected Rackets provisions in our Terms of Service.

📸 10. Courier Claims

If a racket is lost, stolen or damaged during transit, the customer must notify The Padel Tech and the applicable courier as soon as reasonably possible.

The following may be required:

  • The courier booking reference;

  • Tracking information;

  • Proof of the racket’s value;

  • Photographs taken before packaging;

  • Photographs of the packaging;

  • Photographs of the damage;

  • A repair quotation; and

  • Any other information required by the courier.

Courier compensation is not guaranteed and may be limited by the courier’s terms, declared-value requirements or insurance conditions.

Customers should consider purchasing additional transit insurance for high-value rackets where available.

⚖️ 11. Consumer Rights

Nothing in this policy excludes liability for gross negligence or any other liability that cannot lawfully be excluded.

Nothing in this policy limits a customer’s rights under the South African Consumer Protection Act or other applicable law.