Return & Refund Policy

At Luzz Pickleball, we are committed to your complete satisfaction. To better serve our growing community and encourage players to confidently try our paddles on the court, we have updated our return policy to allow limited use for testing. Please review the details below.

Important Note on Policy Update:
Due to this recent update in our return policy, the new terms apply only to orders placed starting from December 1, 2025. Orders placed before this date will follow our previous policy (30 days from purchase date, unused items only).

All returns, exchanges, and refund requests must be authorized by contacting our customer service team at service@luzzpickleball.com. Unauthorized returns will not be accepted.

Eligibility for Returns & Exchanges

No-Regret Trial (Change of Mind - "Don't Like It"):
Returns are accepted within 7 calendar days from the date of delivery (calculated from the day delivery is confirmed according to logistics tracking information) if you simply don't like the item after trying it. Customer is responsible for return shipping costs. Returns will not be accepted after 7 days or if the item has been heavily used.

Unused Items:
Unused items in brand new condition can be returned within 30 calendar days from the date of delivery.

Condition Requirements (General):
Items must have all original packaging, tags, accessories, and seals intact where applicable.  
Proof of purchase (receipt or order number) is required.  
Use a tracked shipping method with signature confirmation for returns. We are not responsible for lost or damaged returns.

Specific Condition Requirements for Used Paddles:  
To be eligible for return under the no-regret trial or general returns:  
No modifications of any kind (weighting tape, additional grip tape beyond standard, or edge tape additions are permitted if easily removable and not damaging).  
The original grip must not be altered, removed, or replaced.  
Must be lightly used only, with no significant wear, scratches, scuffs, or damage.  

Examples of Paddle Condition for Returns

Acceptable for Return

Clean surface with no obvious signs of use.

Not Acceptable for Return

Dirty surface with obvious signs of use and edge paint peeling.

Non-Returnable Items
The following items are not eligible for returns, exchanges, or refunds:  
On-sale or discounted items, gift cards.  
Items damaged, lost, or altered by the customer beyond permitted light use.  
Heavily used, worn, washed, or modified items.  
Personalized or custom orders.

General Return & Exchange Process
①Initiate Your Request: Email service@luzzpickleball.com with your order number, photos/videos of the item(s) in their current condition, and a clear description of the reason for return. Our team will review and respond within 1-2 business days with eligibility confirmation.  
② Prepare & Ship: If approved, pack the item securely (preferably in original packaging) and ship via a tracked method. We may provide a return shipping label if we cover costs (see below). Keep your tracking info.  
③Inspection & Processing: Upon receipt, we'll inspect the item within 1-3 business days. If it meets conditions, we'll process your exchange (subject to stock) or refund.

Shipping & Handling Fees
If the return or exchange is due to our error (e.g., wrong item shipped) or a verified product defect/quality issue, we will cover all return shipping costs and waive any fees.  
For change-of-mind returns (no-regret trial or unused), customer pays return shipping unless otherwise agreed.

Refunds
Refunds are issued to the original payment method for the original purchaser only.  
Once inspected and approved, we'll notify you by email and process the refund within 1-2 business days.  
Funds may take an additional 3-5 business days to appear in your account (contact your bank if delayed).  
Original outbound shipping fees are non-refundable unless due to our error.

Order Cancellations & Modifications
Orders cannot be canceled or modified once payment is processed and the order is submitted. If you change your mind after receipt, follow the return process above.

If you have any questions about this updated policy or need assistance with a return, our team is here to help—just reply to this email or contact service@luzzpickleball.com. We're excited for you to hit the court with your Luzz gear!

Thank you for being part of the Luzz Pickleball community!