Refund and returns policy – paddleshifterz.com

RETURN POLICY

paddleshifterz.com is owned and operated by PaddleShifterz PS UG.

This return policy applies to all products purchased through paddleshifterz.com.

Our return policy forms part of, and should be read in conjunction with, our terms and conditions, our privacy policy and our shipping policy.

Returns are only made once the product has arrived at its destination and has been received by the purchaser, no returns are made on products that are in transit for delivery or have not yet been delivered.

By making a purchase through the website, you declare and agree to be bound by the conditions described below. Our refund policy does not affect your statutory rights.

1. RETURNS AND REFUNDS

Customer satisfaction with our products is important to us, which is why we do returns and refunds, if the customer is not satisfied with our products. Purchases made on our website can be returned for a refund within 14 days from the date of delivery. Please note that if 14 days have passed since the delivery of the product, we cannot offer a refund.

Important: The following products are non-returnable:

  • Products that are specifically indicated on the product page as non-returnable.
  • Products that are manufactured according to customer specifications.
  • Customised, individualised products (such as individually painted paddle shifters according to customer’s request).
  • Combined products according to customer specifications.
  • Products on sale and purchased with promotional codes or based on a promotion or contest are non-refundable.

2. CONDITIONS OF RETURN

Customer must inform our team in written format at paddleshifterz.com/contact that they wish to return a product. We require the following information to be sent with the request:

  • Full name of the person who placed the order.
  • Shipping address of the customer
  • Order ID

Important: To request a return please send us your return request via our contact information and you will receive instructions on how to return the product.

  • Items must be returned in their original condition — unused, unmarked, unaltered, and undamaged. This includes no scratches, installation marks, or other signs of use. Returns that do not meet these criteria may be rejected or subject to a partial refund.
  • All returns must be accompanied by your invoice as proof of purchase.
  • Any items you have accepted and then returned are your responsibility until they reach our warehouse. Therefore, please ensure that you send the item back to us using a delivery service that will insure the value of the goods.
  • We recommend returning items in the original packaging with sufficient padding to avoid damage during transport. We cannot be held responsible for damage caused during return shipping due to insufficient packaging.
  • Return and handling charges are non-refundable.
  • paddleshifterz.com reserves the right to refuse any returns that do not comply with our return policy. Returns that do not comply with our return policy may be sent back to the customer at their own cost.
  • Only the standard shipping costs paid for the original delivery of the item will be refunded. If you selected a more expensive delivery method, such as express shipping, we will only refund the equivalent cost of standard shipping.
    • For example: you selected FedEx Priority shipping option that cost 100€ but there was a cheaper option – DHL: 20€ – we will only refund the 20€.

Please note that if you request a return, you will be responsible for paying your own shipping costs to return your item and the cost of shipping the new product. If you receive a refund, the original shipping cost will be deducted from your refund.

Products should be returned to the following return address:

PaddleShifterz PS UG
c/o Szabolcs Sztanyi
Glonner Weg 39
82008 Unterhaching
Germany

3. DEFECTIVE OR DAMAGED PRODUCTS

We do our best to avoid any damage or defect in your products, however, if upon receiving the product, that is defective, damaged or is the wrong item and you need to exchange it for another product of the same reference, please contact us through our contact information. Only in these cases we will assume the shipping cost.

The request must contain the following informations:

  • Full name of the person who placed the order.
  • Order number.
  • Proof of damage or defect of the product (photo or video).

Please follow these 3 simple steps to ease this process:

  1. Nous contacter
    • Kindly reach out to our customer service team via the contact form at paddleshifterz.com/contact within 14 days of receiving the incorrect or damaged product. Please include your order number and a detailed description of the issue in your email.
  2. Return the item
    • After receiving instructions from our customer service team, carefully package the incorrect or damaged item and ship it back to us. Ensure that the item is in its original condition.
  3. Confirmation and replacement
    • Once we receive the returned item, our team will inspect it to confirm the error or damage. Upon verification, we will process a replacement for the correct and undamaged product.

Please note that replacements will only be issued after the returned item has been received and inspected. We appreciate your cooperation and understanding as we work to resolve any issues promptly.

4. PROCESSING YOUR REFUND

Once your return has been received and accepted, please allow 1 to 3 working days for your return to be processed. If your return does not meet the conditions set out in this policy, the package will be returned to the buyer and the shipping costs will be borne by the buyer. If your return has been accepted, you will receive a refund or, in the case of requesting an exchange for a new product, the new product will be sent to your delivery address. If a refund is requested, it will be made via the original method of payment and will be issued within 5 working days of your return being accepted.

Important: If the buyer requests the return and refund of the product without any reason, the buyer must pay the return shipping cost of the product. 

If the product is damaged, defective or the wrong product was shipped, the shipping costs of returning the product and sending a new product to the buyer will be borne by paddleshifterz.com.

5. UNDELIVERABLE PACKAGE

If a package is refused or undeliverable due to incorrect address information, failure to pay customs duties, or refusal to accept the shipment, the customer remains responsible for all shipping costs. In such cases, shipping charges are non-refundable. Any refund of the product value (if applicable) will be reduced by return shipping costs and any additional fees incurred. Please note that refusing delivery does not constitute a valid exercise of the right of withdrawal (Widerrufsrecht); customers must first accept delivery and follow the return process outlined in our Return Policy.

6. REFUSAL TO PAY IMPORT FEES

In the event that a customer’s package is automatically returned to us by the shipping carrier due to the customer’s refusal to pay import fees, we acknowledge the unique circumstances surrounding such situations. While our standard refund policy typically requires customers to initiate the return process, we recognize the automatic nature of these returns and will make exceptions accordingly.

Refund Options:

  1. Refund Minus Shipping and Handling Fees: We will process a refund for the purchased items – given they are in the same condition as they were shipped – deducting any applicable shipping and handling fees.
  2. Alternative Resolution: Customers have the option to work with our customer service team to explore alternative resolutions, such as paying the import fees for package reshipment or discussing other viable solutions on a case-by-case basis.

Communication:

Customers are encouraged to promptly communicate with our customer service team when faced with import fee challenges. We are committed to working collaboratively to find fair and satisfactory resolutions for both parties. FedEx and/or DHL may contact our team, if there is response received from the customer how to handle importing the package within 2 days, or if the package is declined, we will apply Refund option #1.

Documentation:

All communication and actions related to these situations will be documented for reference and to ensure transparency in our processes.

7. CONTACT US

If you have questions about this return policy, please contact us through our contact page or via the contact information below:

paddleshifterz.com/contact

8. WARRANTY DISCLAIMER

At PaddleShifterz, we stand behind the quality of our products and strive to ensure our customers are satisfied with their purchases. To maintain transparency and set clear expectations, please review our warranty policy outlined below: 

1. Legal Guarantee

In accordance with EU consumer law, all products sold by PaddleShifterz come with a 2-year legal guarantee. This guarantee covers defects in materials and workmanship that were present at the time of delivery. If a product is found to be defective within this period, customers are entitled to a repair, replacement, or refund, as appropriate.

2. Manufacturer’s Warranty

Some products may come with an additional manufacturer’s warranty. This warranty is provided by the manufacturer and is separate from the legal guarantee. Details of any manufacturer’s warranty will be included with the product packaging or can be provided upon request.

3. Exclusions from Warranty Coverage

The following situations are not covered by our warranty:

  • Improper Installation: Damage or defects resulting from incorrect installation, including electrical faults due to improper wiring or failure to follow provided installation instructions.
  • Unauthorized Modifications: Any alterations or modifications made to the product without prior authorization from PaddleShifterz.
  • Wear and Tear: Normal wear and tear, including cosmetic damages such as scratches, dents, or fading, that do not affect the product’s functionality.
  • Misuse or Abuse: Damage resulting from misuse, abuse, neglect, or use of the product for purposes other than its intended function.

4. Proof of Professional Installation

For products that require installation, especially those with electrical components, we strongly recommend professional installation. Proof of professional installation may be required for warranty claims related to installation issues. Failure to provide such proof may result in the denial of the warranty claim.

5. Warranty Claim Process

To initiate a warranty claim, please contact our customer service team using our contact form with the following information:

  • Proof of purchase (e.g., order number, receipt)
  • Detailed description of the issue
  • Photographs or videos illustrating the defect or damage
  • Proof of professional installation, if applicable

Our team will review your claim and, if approved, provide instructions on the next steps, which may include returning the product for inspection, repair, or replacement.

6. Limitation of Liability

PaddleShifterz’s liability is limited to the repair, replacement, or refund of the defective product as described in this warranty policy. We are not liable for any indirect, incidental, or consequential damages arising from the use of our products.

9. POLICY UPDATES

We reserve the right to update and modify our refund policy to address evolving scenarios. Any changes will be communicated clearly on our website and will be effective as of the specified date.