Exercise Your Right of Withdrawal

This page explains how consumers may exercise their statutory right of withdrawal from an online purchase made through Mono Padel.

This right applies only to consumers purchasing at a distance. It does not apply to business-to-business purchases or purchases completed at a physical store.

1. Withdrawal Period

You have the right to withdraw from your online purchase, without giving any reason, within 14 calendar days from the day after you, or a third party nominated by you other than the carrier, receive the goods.

Where products from the same order are delivered separately, the withdrawal period begins after receipt of the final product.

2. How to Exercise Your Right of Withdrawal

Before the 14-day period expires, you must clearly inform us that you wish to withdraw from the contract.

You may do this by:

• using the Exercise Right of Withdrawal function available on our website; or
• sending a clear written statement to [email protected].

Your notification should include:

• your full name;
• your order number;
• the product or products concerned; and
• the email address to which the acknowledgement should be sent.

You are not required to provide a reason for your decision.

Simply returning a parcel, refusing delivery or leaving a parcel uncollected, without clearly informing us of your decision to withdraw, may not be sufficient to exercise the right of withdrawal.

The statutory Model Withdrawal Form is also available through the link at the bottom of this page. Use of the model form is optional.

3. Inspection Is Not the Same as Use

The right of withdrawal allows you to inspect a product only to the extent reasonably necessary to establish its nature, characteristics and basic functioning.

Products may only be handled in the same way that you would normally be permitted to handle them in a physical retail store.

The withdrawal period is not a free trial, testing, rental or usage period.

Using a product during a match, training session, workout, outdoor activity or other real-life activity goes beyond what is reasonably necessary for inspection.

4. Product-Specific Examples

Padel Rackets

A racket may be visually inspected, held and carefully dry-swung indoors.

The following are considered use or handling beyond what is reasonably necessary:

• hitting a ball, including only a small number of balls;
• using the racket on a padel court or during training;
• removing the original protective plastic from the grip;
• applying an overgrip, protector, weight strip or other accessory;
• scratches, chips, marks, impact signs or surface damage;
• sweat, dirt, grip wear or signs of play.

Removal of the protective grip wrapping or application of an overgrip may materially reduce the racket’s value, even where no visible impact marks are present.

Footwear

Shoes may be tried on briefly indoors on a clean, soft surface, as would normally be permitted in a physical store.

Shoes must not be worn on a padel court, outdoors, during training or on any surface that may mark or wear the sole.

Sole marks, dust, sand, dirt, odour, material wear, significant creasing or other signs of actual use may result in a reduction of the refund.

Clothing

Clothing may be tried on briefly indoors for size and fit.

It must not be worn during sport, training or normal daily activity and must not be washed, altered or damaged.

Sweat, deodorant, perfume, make-up, stains, odours, hair, washing, missing tags or signs of extended wear may reduce the product’s value.

Balls, Overgrips, Protectors and Consumable Accessories

Opening, installing or using consumable products may substantially or completely remove their resale value.

Examples include:

• opening a pressurised ball can;
• applying or partially applying an overgrip;
• installing a racket protector;
• removing adhesive backing;
• cutting, altering or fitting an accessory.

Where opening or installation was not necessary for ordinary inspection and the product can no longer reasonably be resold, the reduction in value may be substantial.

5. Responsibility for Diminished Value

All returned products are inspected upon receipt.

You are responsible for any reduction in the value of a product resulting from handling beyond what was reasonably necessary to establish its nature, characteristics and basic functioning.

Where such handling has occurred, Mono Padel may make an objectively assessed deduction from the refund. The assessment may take into account:

• visible or hidden signs of use;
• damage, wear, odour or contamination;
• missing packaging, tags, accessories, manuals or components;
• cleaning, restoration or repackaging requirements;
• whether the product can still be sold as new;
• the product’s actual remaining resale value.

The deduction will reflect the actual reduction in value and will not be imposed as an arbitrary fixed penalty.

Where the customer’s use, installation, alteration or damage has left the product with no reasonable resale value, the lawful reduction may be substantial and may, depending on the circumstances, equal the full purchase price of the affected product.

Returning a used product therefore does not guarantee a full refund.

6. Condition Required to Preserve Full Value

To preserve the full value of the product, it should be returned:

• complete and securely packaged;
• clean, dry and free from odours;
• unwashed and unaltered;
• with all original accessories, manuals, tags and included items;
• with the original packaging in a condition consistent with careful inspection; and
• without any sign of actual use.

Opening packaging does not automatically remove the right of withdrawal. However, damaged or missing packaging may be taken into account where it has reduced the product’s resale value.

7. Returning the Products

After notifying us of your decision to withdraw, you must send the products back without undue delay and no later than 14 calendar days after the date of your notification.

The direct cost of returning the products is paid by the customer.

Returns must be securely packed. Parcels sent cash on delivery or with transportation charges payable by Mono Padel may not be accepted.

We strongly recommend using a tracked shipping method and retaining proof of dispatch.

For returns through ACS, parcels should be addressed to:

ECPG Solutions Ltd
Cyprus, ACS Viomichaniki Strovolou Service Point
Telephone: +357 94 596 941

For formal notices and correspondence:

ECPG SOLUTIONS LTD
Company Registration Number: HE432485
VAT Number: 60030944Q
1 Oneirou Street
Strovolos, Nicosia
Cyprus
Email: [email protected]

8. Refunds

Where the right of withdrawal has been validly exercised, the applicable refund will be issued using the same payment method used for the original transaction, unless expressly agreed otherwise.

The refund includes the cost of the least expensive standard delivery method available for the order. Any additional cost resulting from the customer selecting a more expensive or premium delivery method is not refundable.

We may withhold reimbursement until we have received the returned products or until you provide evidence that they have been dispatched, whichever occurs first.

Any lawful deduction corresponding to diminished value caused by handling beyond what was reasonably necessary remains applicable.

9. Exceptions

The right of withdrawal does not apply where a statutory exception applies, including, where relevant:

• products made to the customer’s specifications or clearly personalised;
• sealed products that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been removed;
• products that deteriorate or expire rapidly; and
• other categories specifically excluded by applicable consumer legislation.

An ordinary product does not become a hygiene product merely because its packaging has been opened. The hygiene exception will only be applied where the legal requirements for that exception are genuinely satisfied.

10. Faulty, Damaged or Incorrect Products

The right of withdrawal is separate from your statutory rights concerning faulty, damaged, misdescribed or incorrectly supplied products.

Where you believe a product was faulty, damaged or incorrect when delivered, please contact us at [email protected] and provide your order details and photographs of the issue.

Nothing in this policy limits your mandatory legal rights.