Returns & Exchanges

Return & Exchange Policy

At Raqtiv Pickleball, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we're here to help make it right.

30-Day Return Window

You have 30 days from the date of delivery to return or exchange your items. We believe this gives you plenty of time to try out your gear and make sure it's the perfect fit for your game.

What Can Be Returned?

To be eligible for a return or exchange, items must meet the following conditions:

  • Unused and unworn - Items must be in new, unused condition
  • Original packaging - All original tags, labels, and packaging must be intact
  • Proof of purchase - You must have your order confirmation or receipt
  • No damage - Items must be free from any signs of wear, damage, or alteration

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Gift cards and e-gift cards
  • Personalized or custom-made products
  • Items marked as "Final Sale" or purchased during clearance events
  • Opened grips or overgrips (due to hygiene reasons)
  • Downloadable products or digital content

How to Start a Return or Exchange

Returning or exchanging your items is easy! Just follow these simple steps:

Step 1: Contact Us

Email our customer service team at support@raqtiv.com with the following information:

  • Your order number
  • Item(s) you wish to return or exchange
  • Reason for return (this helps us improve!)
  • Whether you'd like a refund or exchange

Step 2: Receive Return Authorization

We'll review your request and send you a Return Authorization (RA) number along with detailed return instructions within 24-48 hours.

Step 3: Pack Your Items

Carefully pack your items in their original packaging. Include all accessories, manuals, and free gifts that came with your order. Write your RA number clearly on the outside of the package.

Step 4: Ship It Back

Ship your return to the address provided in your return authorization email. We recommend using a trackable shipping service and keeping your receipt until your return is processed.

Refund Process

Inspection: Once we receive your return, our team will inspect the items within 2-3 business days to ensure they meet our return criteria.

Approval: If your return is approved, we'll send you an email confirmation.

Processing: Your refund will be processed to your original payment method within 7-10 business days of approval. Please note that it may take an additional 3-5 business days for the refund to appear in your account, depending on your bank or payment provider.

Partial Refunds: In some cases, only partial refunds may be granted for items that are returned with signs of use, missing components, or not in original packaging.

Exchange Process

Need a different size, color, or model? We're happy to help!

To exchange an item:

  1. Contact us at support@raqtiv.com with your order number and exchange request
  2. We'll check availability of the item you want
  3. Return your original item following the return process above
  4. Once we receive and approve your return, we'll ship out your exchange item

Note: If there's a price difference between items, we'll either refund the difference or send you a payment request for the additional amount.

Return Shipping Costs

Standard Returns: Customers are responsible for return shipping costs. We recommend using a trackable shipping method. Shipping costs are non-refundable.

Defective or Wrong Items: If we sent you a defective, damaged, or incorrect item, we'll cover all return shipping costs and send you a prepaid return label.

Damaged, Defective, or Incorrect Items

We carefully inspect all items before shipping, but sometimes issues can occur during transit. If you receive a damaged, defective, or incorrect item:

  1. Contact us immediately at support@raqtiv.com
  2. Include photos of the damaged/defective item and packaging
  3. Provide your order number

We'll arrange for a replacement or full refund at no cost to you, including return shipping. In most cases, we can send out a replacement right away!

Cancellations

Need to cancel your order? No problem!

Before Shipping: If your order hasn't shipped yet, contact us immediately at support@raqtiv.com and we'll cancel it and issue a full refund.

After Shipping: Once your order has shipped, you'll need to follow our standard return process once you receive the items.

International Returns

For international orders, customers are responsible for all return shipping costs and any customs fees. Please contact us before returning international orders to receive specific instructions.

Late or Missing Refunds

If you haven't received your refund after 10 business days:

  1. Check your bank account again
  2. Contact your credit card company - it may take some time for the refund to post
  3. Contact your bank - there's often processing time before a refund is posted
  4. If you've done all of this and still haven't received your refund, contact us at support@raqtiv.com

Questions?

We're here to help! If you have any questions about returns, exchanges, or our policy, please don't hesitate to reach out:

Email: support@raqtiv.com
Response Time: We typically respond within 24 hours during business days

Thank you for choosing Raqtiv Pickleball. We appreciate your business and are committed to ensuring you have the best possible experience!