Warranty and complaints
Do you have a problem with a product you bought from us? Submit your warranty request via info@padelmq.be. This allows us to handle your purchase, photos and further follow-up together in a single file.
What should you include?
- Your name and your order number, receipt or other proof of purchase.
- The brand and model of the product.
- A clear description of the problem and when you first noticed it.
- If possible: overview photos of the entire product and close-up photos of the defect.
- The serial number, if the product has one.
Use a subject line such as: Warranty request / order number / product name. Can't provide all the information? Email us what you do have; missing photos do not automatically invalidate your statutory rights.
What happens next?
PadeLMQ assesses your request and, if necessary, asks for additional information or an examination of the product. As the seller, we remain your point of contact, even when we involve the manufacturer or supplier in the examination.
Do not send or bring the product back without prior notice and do not leave it unattended in the shop. You will receive instructions on how the request will be handled further. Stop using the product if it seems unsafe or if further use could worsen the damage. Do not repair or destroy the product yourself while your request is being examined.
Your statutory guarantee
As a consumer, when you buy a new product you are entitled to the statutory guarantee of conformity of two years from delivery. In the case of a covered defect, the statutory remedies apply: in the first instance, free repair or replacement in accordance with the statutory conditions, and where applicable a price reduction or termination of the contract. This takes place within a reasonable period and without significant inconvenience.
Normal wear and tear and damage caused by incorrect use, an impact or an accident are not in themselves defects of conformity. We assess the cause of the reported problem: signs of use are not an automatic reason to reject an unrelated manufacturing defect. An additional manufacturer's warranty does not limit your statutory guarantee.
Test rackets
A test racket remains the property of PadeLMQ. As a tester, you do not submit a warranty request to the brand yourself. Report a problem to PadeLMQ immediately; we will follow it up in accordance with the Padel racket testing policy. Paying compensation for damage does not make you the buyer or owner.
Another complaint?
You can also email other complaints to info@padelmq.be. Explain what happened and what solution you would like. The administrative handling of warranty takes place by email; an earlier report through another channel does not cause your statutory rights to lapse.
