Refund policy

RETURN AND REFUND POLICY

Your right to withdraw
You can withdraw from your purchase within 14 days without giving a reason. For goods, the 14 days start on the day you, or a person you name other than the carrier, receive the goods. For services, they start on the day you order.

To withdraw, send us a clear statement before the 14 days end, by email to hello@tierzerosports.com or by post to T0 Sports d.o.o., Prešernova cesta 14, 1410 Zagorje ob Savi, Slovenia. You may use the model withdrawal form at the end of this policy, but you don't have to. We confirm receipt by email.

Products made to your specification
The right of withdrawal does not apply to goods made to your specifications or clearly personalised. This covers:
- T0 Hex SPEC BUILT and SPEC TUNED, built after your order to the target mass and handle fit you choose, and measured against your order;
- any work we carry out on your own racket.
We state this on the product page before you order. Your rights for defects always apply.

Services
For consulting and technical-support services, the 14 days start on the day you order. If you ask us to start within those 14 days, we first ask for your consent and your confirmation that you lose the right to withdraw once the service is fully performed. If you withdraw after we have started at your request, you pay for the part already performed, in proportion to the total price.

Returning goods
- Send the goods within 14 days of your withdrawal notice to T0 Sports d.o.o., Prešernova cesta 14, 1410 Zagorje ob Savi, Slovenia. You pay the return shipping.
- Pack the item securely, in its original packaging where possible, with all parts and accessories.
- You may handle the item only as you would in a shop: look at it, check its weight and how the grip feels. Do not play with it, hit balls with it, remove protective film, fit an overgrip, or install a handle or buttcap on a racket.
- If the item has lost value because it was handled beyond that, we deduct the loss of value from your refund. A racket that has been played, or a handle or buttcap that has been installed, can no longer be sold as new, and the deduction can reach the full price.

Your refund
We refund all payments, including the standard delivery cost of your original order, within 14 days of receiving your withdrawal notice, using the payment method you used. We may hold the refund until we receive the goods or you show proof that you sent them.

DEFECTS AND WARRANTY CLAIMS

We are liable for any defect present when the goods reached you, for 2 years from delivery. Tell us within 2 months of discovering a defect. If a defect appears within the first 12 months, it is presumed to have existed at delivery unless we show otherwise. For a confirmed defect we repair or replace the item. If that isn't possible, or doesn't happen within a reasonable time, you may ask for a price reduction or your money back.

What is not a defect
Padel rackets are impact equipment. A racket that cracks, chips or breaks after an impact has been damaged in use; it is not defective. Damage caused after delivery is not a defect, including:
- impact with a wall, glass, fence, floor, net post, another racket or a person;
- cracks, chips or delamination following a frame strike, mishit or drop;
- damage from heat (for example a racket left in a hot car), moisture, solvents or other chemicals;
- modifications, added weights or tape, or repairs not done by us;
- handle or buttcap installation that does not follow our fitment guide;
- normal wear: grip, edge tape, surface texture, cosmetic scratches and marks;
- use other than playing the sport the product is made for.

How we assess a claim
Every T0 Hex is measured and recorded before it ships: its serial number, mass, swingweight and build date are stored in its unit passport. We compare a returned racket with that record and with the damage itself. A fracture that starts from a point of contact, with crush marks, scuffing or paint transfer at the break, shows impact, not a fault.

How to make a claim
1. Email hello@tierzerosports.com with your order number, the racket's serial number, a short description, and photos of the whole item, the damaged area close up, and the frame edge around it.
2. Within 8 days we reply: we accept the claim, ask to inspect the item, or explain in writing why we don't consider it a defect.
3. If we need the item, we tell you how to send it. If we confirm a defect, we pay shipping both ways. If we find impact or use damage, we return the item at your cost and can quote a repair or a replacement.

This policy does not limit your rights under Slovenian consumer law.

MODEL WITHDRAWAL FORM
(Fill in and return this form only if you want to withdraw from the contract.)

To: T0 Sports d.o.o., Prešernova cesta 14, 1410 Zagorje ob Savi, Slovenia, hello@tierzerosports.com

I hereby give notice that I withdraw from my contract for the sale of the following goods / the supply of the following service:
Order number:
Ordered on / received on:
Name:
Address:
Signature (only if this form is sent on paper):
Date: