Refund policy

 

RETURNS.

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POLICY SUMMARY.

Returns accepted within 30 days of delivery.

Items must be unused and in original packaging with proof of purchase.

Customers pay return shipping unless the product is faulty or incorrect.

Refunds are issued to your original payment method within 10 business days of inspection.

Exceptions: personalised/custom items and purchases from third-party sellers are final sale.

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Products purchase from the nilkpickleball.com website can be returned for a full refund within 30 days of the delivery date (as shown in your tracking details). If 30 days have passed since your purchase, unfortunately we cannot offer you a full refund or exchange. 

In order to be eligible for return, products must be in perfect, unused condition with all original packaging intact - this includes any branded box/cylinder and mesh/dust bag (if provided) protecting the paddle or other accessories. Please do not write, tape or place stickers directly on branded packaging. Items missing packaging or returned in unsaleable condition, cannot be refunded or exchanged.

You’ll also need the receipt or proof of purchase.

For hygiene and quality assurance reasons, returned items must show no signs of wear, cleaning, alteration or dismantling. Items that fail inspection will not be eligible for a refund.

Customers are responsible for arranging and paying for return shipping unless the item is damaged, faulty or incorrectly supplied. Please always obtain Proof of Postage. NILK INC. cannot be held responsible for lost or damaged returns - we strongly recommend using a tracked, signed-for courier.

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Email hello@nilkpickleball.com with:

• Subject: Return Request – Order #12345
• Body: Your full name, return address, order number, item(s) being returned and reason for return.
• Photos (if applicable): Include clear images if the item arrived damaged/defective or if packaging was damaged in transit.

We’ll reply within 1 business day confirming eligibility and next steps.

2) Approval & Return Authorisation (RMA)

If approved, you'll receive the following via email:

• An RMA (Return Authorisation) number
• The return address (1-2416 Wyecroft Road, Oakville, ON, Canada L6L 6M6)
• Packing instructions
• A returns form (or details to include on a note inside your parcel)

Items sent back without prior approval/RMA cannot be accepted.

3) Pack your return

To remain eligible for a refund:

• Items must be unused, in perfect condition and include all original packaging (branded box/cylinder, mesh/dust bag, tags, inserts).
• Do not write on, tape or sticker the branded product packaging. Place all branded packaging inside a protective outer carton.
• Include your order number + RMA inside the parcel.

4) Choose a tracked service & ship

• You’re responsible for return shipping costs unless the item is faulty or incorrectly supplied.
• Use a tracked, signed-for courier service and keep the Proof of Postage + tracking number.
• We are not responsible for returns lost or damaged in transit.
• International returns: mark the shipment "Returned goods - unwanted/incorrect size" and declare low/no commercial value to avoid import duties. Any duties incorrectly charged to NILK INC. may be deducted for your refund.

5) Inspection & outcome

• Returns are inspected within 3 business days of receipt.
• Approved refunds are processed to your original payment method within 10 business days (banks/credit cards may take longer to post).
• Items showing signs of use, cleaning, alteration or missing/damaged packaging will not qualify. Ineligible returns will not be shipped back unless you request a paid return within 7 days of notification.

Checklist before you ship:

• RMA number issued
• Item unused & fully saleable
• All branded packaging included (untouched)
• Packed in outer carton
• Order # + RMA inside
• Proof of Postage + tracking saved

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Please inspect your order upon immediate receipt and email us at hello@nilkpickleball.com in the unlikely event you believe the item is subject of a manufacturing defect, so that we can evaluate the issue and make it right. Contacting us straight away allows us to validate that there is a fault with the item and it has not occurred through usage. Please contact us within 2 working days of the delivery date to alert us of any potential faults and include the following information within the body of your email:

• Order number
• Photos of the item and outer packaging
• A brief description of the issue

We’ll assess and, if confirmed, provide a prepaid return label. Upon receipt, we will be able to inspect any potential faults before confirming a replacement or refund.

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Co-branded or personalised products (custom orders) are final sale and non-refundable. NILK products purchased from third-party sellers cannot be returned to us.

Please do get in touch if you have questions or concerns about your specific item.

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We don’t currently offer automated exchanges. However, if you'd like to exchange your item for another style or variant, we're happy to help where possible. Please email us at hello@nilkpickleball.com to check availability and request a manual exchange.

In the meantime, the fastest way to get what you want is to return your original item and place a new order.

As a sustainability-driven brand, we aim to minimise waste and unnecessary shipping - so we kindly encourage customers to review all product details carefully before purchasing.

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We will notify you via email once we’ve received and inspected your return. If approved, you’ll be automatically refunded via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we initiated your return, please contact us at hello@nilkpickleball.com

You will be under a duty to take reasonable care of the goods received. NILK INC. reserves the right to refuse a refund for items returned which have been made unfit for resale or damaged whilst in your possession.

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Notwithstanding the above, if the merchandise is being purchased from and shipped to an address in the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags and in its original packaging. You’ll also need the receipt or proof of purchase. 

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If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

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Prices and availability of products and services are subject to change without prior notice. Errors will be corrected where discovered and NILK INC. reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit/debit card charged. If your credit/debit card has already been charged for the purchase and your order is cancelled, NILK INC. will issue a refund via your original payment method for the amount charged. Individual bank policies will dictate when this amount is credited to your account.