Refund policy

Returns & Refund Policy

Last updated: March 2026

30-Day Returns

Changed your mind? No stress. We accept returns within 30 days of delivery on items that are unused and in their original packaging (including the padded cover).

How to Return

1. Email us at hello@paloma.social with your order number and reason for return
2. We'll reply within one business day with return instructions and a shipping address
3. Post the item back to us (return shipping is at your cost for change-of-mind returns)
4. Once we receive and inspect the item, we'll process your refund

Refund Timeline

Refunds are processed to your original payment method within 5–10 business days of us receiving the returned item. You'll get an email confirmation when the refund has been issued.

Damaged or Faulty Items

If your racket arrives damaged or has a manufacturing fault, get in touch at hello@paloma.social straight away. We'll arrange a replacement or full refund — including return shipping costs. Under the New Zealand Consumer Guarantees Act, you're entitled to a remedy if a product is faulty.

Items That Can't Be Returned

• Products that have been used on court
• Items not in their original packaging
• Items returned after 30 days

Exchanges

Want a different colour? Email us and we'll sort it out. If the item you want is in stock, we can do a straight swap — just send yours back and we'll post the new one out.

Questions?

Email hello@paloma.social — we're happy to help and we actually reply quickly.

Paloma is operated by Oliver Group Ltd, Auckland, New Zealand.