Refund policy
1. Check your order on arrival
We recommend checking the condition of the parcel and the products as soon as you receive your order.
If you notice that:
The parcel has arrived damaged.
A product is missing.
You have received a different product from the one you ordered.
The product shows damage or a defect.
Contact us as soon as possible at sales@bonabola.com, including your order number and explaining what happened.
Whenever possible, attach photos of the parcel and the product. This will help us resolve the issue more quickly.
2. Returns and right of withdrawal
If you make an online purchase as a consumer, you generally have 14 calendar days from receipt of the product to notify us that you wish to withdraw from the purchase, without having to give any reason.
To request a return, email us at sales@bonabola.com stating:
Full name.
Order number.
Product you wish to return.
Return request.
We will tell you how to send it back.
3. Conditions for accepting a return
The product must be returned in suitable condition.
The buyer may handle the product only to the extent necessary to establish its nature, characteristics and functioning.
If the product has lost value as a result of handling beyond what is necessary to carry out these checks, the buyer may be liable for that loss in value.
Whenever possible, we recommend returning products:
With no signs of use beyond a reasonable check of the product.
With their tags.
With all included accessories.
In their original packaging, or in packaging that ensures adequate protection during transport.
4. Return shipping costs
Shipping costs arising from a return are paid by the customer.
When the customer decides to return a product within the established period and the item received is correct and has no defect, the customer must bear the cost of the transport needed to send the product back to Bonabola.
The customer may choose any shipping service they prefer, provided the product arrives properly protected and in the conditions set out in this policy.
Bonabola will not accept shipments sent carriage forward unless previously authorised.
This condition does not apply when the return is due to a defective or incorrect product, or to an error attributable to Bonabola. In those cases, Bonabola will cover the corresponding shipping costs.
5. Exchanges
If you would like to exchange a product for another size, model or available option, contact us at sales@bonabola.com
Exchanges are subject to stock availability.
When an exchange is requested simply because of the customer's preference and the product received is correct and has no defect, the shipping costs arising from the exchange will be paid by the customer.
If the exchange is needed because Bonabola sent the wrong product or because of an issue attributable to us, we will cover the corresponding costs.
6. Refunds
Once the right of withdrawal has been duly exercised, we will issue the corresponding refund in accordance with applicable law.
As a general rule, the refund will be made using the same payment method used for the purchase, unless another option is expressly agreed.
We may withhold the refund until we have received the products or until the buyer provides proof of having returned them, as applicable.
In the event of withdrawal, the amounts legally due will be refunded.
The direct shipping costs incurred by the customer to return the product will be borne by the customer where applicable under this policy.
7. Product warranty
All Bonabola products are covered by the legal warranty provided for under applicable law.
For new products sold to consumers in Spain, Bonabola is liable for any lack of conformity existing at the time of delivery that becomes apparent within the corresponding legal period.
This period is currently 3 years from delivery of the product.
The warranty covers lack of conformity and manufacturing defects under the terms provided by law.
8. Bonabola racket warranty
Our rackets are handmade in Spain and undergo quality checks throughout the production process.
If you believe your racket has a possible manufacturing defect, email us at sales@bonabola.com stating:
Full name.
Order number or proof of purchase.
Racket model.
Description of the problem.
Clear photos of the racket and the affected area.
Our team will review each case to determine the origin of the issue.
Where a lack of conformity covered by the warranty is confirmed, Bonabola will apply the legally appropriate remedy, such as repair or replacement of the product, taking into account the nature of the defect and the circumstances of the case.
Handling a lack of conformity covered by the warranty will be free of charge for the consumer, including any necessary shipping costs where applicable.
9. What is not normally considered a manufacturing defect?
The legal warranty does not cover damage that does not result from an original lack of conformity of the product.
Among other things, damage caused by the following may fall outside the warranty:
Impacts against the ground, glass, fencing, another racket or other objects.
Breakage resulting from accidental impacts.
Improper or negligent use.
Exposure to extreme temperatures or unsuitable storage conditions.
Handling or repair of the product by third parties.
Normal wear and tear from use.
Purely cosmetic damage from use that does not affect the product's functionality.
Each case will be assessed individually, taking into account the type of damage and the circumstances reported by the customer.
Signs of use do not automatically void the warranty if the problem claimed genuinely results from a lack of conformity covered by law.
10. If you receive a defective or incorrect product
If the product you received has a manufacturing defect, has suffered an issue attributable to Bonabola, or we sent a different product from the one you bought, please contact us.
Once the issue has been verified, Bonabola will cover the necessary collection, replacement or shipping costs.
You will not have to bear any costs arising from resolving a lack of conformity covered by law.
11. Contact
If you need to make an exchange or return, or report an issue, you can email us at:
Bonabola
Email: sales@bonabola.com
Always include your order number so we can help you more quickly.