At Paddel Zone, we take pride in providing high-quality paddling equipment to adventurers worldwide. We understand that sometimes a product might not meet your expectations, which is why we offer a straightforward returns and exchanges process. As fellow paddlers, we’re committed to ensuring your satisfaction with every purchase.
Our Return Policy
You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:
- The item must be unused and in its original condition
- All original packaging and tags must be intact
- A proof of purchase must be provided
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or exchanged:
- E-Motoren (Electric Motors) – Due to technical complexity and potential water damage concerns
- Badeboot Zubehör (Boat Accessories) – Specifically items that have been in contact with water
- Personalized or custom-made products
Return Process
- Request Authorization: Email our customer service team at [email protected] with your order number and reason for return within 15 days of receiving your order.
- Receive Instructions: We’ll respond within 2 business days with return authorization and shipping instructions.
- Package Securely: Pack the item(s) in their original packaging with all accessories.
- Ship Back: Send the package to our warehouse at: Paddel Zone Returns
Märkischer Ring 66
63010 Hagen, Germany - Confirmation: Once received and inspected, we’ll process your refund or exchange.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service and purchasing shipping insurance.
Refund Process
Refunds will be issued to the original payment method within 5-10 business days after we receive and inspect your return. Please note:
- Credit card refunds may take 3-5 additional business days to appear on your statement
- PayPal refunds are typically processed within 24 hours
- Original shipping fees are non-refundable
Exchange Process
To exchange an item:
- Follow the standard return process above
- Include a note specifying the replacement item (model, size, color)
- If the exchange item costs more, we’ll invoice you for the difference
- If it costs less, we’ll refund the difference
Exchanges typically take 2-3 weeks to process including shipping time.
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us immediately at [email protected] with photos of the damage
- We’ll arrange for a replacement or refund at no additional cost
- In some cases, we may ask you to return the damaged item
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear Paddel Zone Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]).
Item(s) to return: [Product Name, Model, Size if applicable]
Reason for return: [Please specify]
Preferred resolution: [Refund/Exchange – if exchange, specify replacement item]
Please advise on next steps for processing this request.
Best regards,
[Your Full Name]
[Your Contact Information]
We’re passionate about paddling and want you to have the best experience with our products. If you have any questions about our returns policy, don’t hesitate to contact our friendly customer service team at [email protected].
Happy paddling!
The Paddel Zone Team