1. Delivery area

Ipontennis ships to the destinations that are available during checkout at the time the order is placed. The available delivery areas and any geographical restrictions will be shown to the customer before the order is completed.

2. Order preparation

Order-preparation times may vary depending on the type of product, stock availability, order volume and the purchase of additional or personalised services.

For standard products, the preparation time will be indicated on the product page, in the cart or during checkout. For personalised products, made-to-order configurations or products with additional services such as stringing, assembly or customisation, the preparation time may reasonably be extended.

3. Delivery and timeframes

Delivery will be made to the address provided by the customer during checkout, using the carrier or logistics service selected or available at the relevant time.

Delivery times shown on the website are estimates unless a different timeframe is expressly stated for a specific product, service or shipping method.

Unless otherwise agreed between the parties, Ipontennis will deliver the products without undue delay and within the maximum period required by applicable law from the conclusion of the contract.

Ipontennis will not be responsible for delays or inability to deliver where these are caused by incomplete or incorrect information provided by the customer, repeated absence from the delivery address, logistics incidents outside its reasonable control or force majeure.

4. Transport and delivery issues

If the customer notices visible damage to the packaging, missing parcels, an incorrect product or any other issue apparent at the time of delivery, they should notify Ipontennis as soon as possible so that the matter can be handled promptly.

Customers are advised to inspect the order as soon as it is received and, where appropriate, keep the original packaging and any photographic evidence that may help us process the issue more efficiently.

Failure to report a visible issue immediately does not result in the loss of the consumer's statutory rights, although it may make it more difficult to process the matter with the carrier or other third parties involved in the delivery.

5. Returns

A return may be requested because of withdrawal, a shipping error, a transport incident, an original defect or a lack of conformity with the product purchased, as applicable in each case.

To start a return, the customer must first contact Ipontennis at info@ipontennis.com or through any other available customer-service channel, stating the order number and the reason for the return.

6. Right of withdrawal

Summary: where the purchaser qualifies as a consumer or user, they generally have 14 calendar days to withdraw from the contract without giving any reason.

The withdrawal period expires 14 calendar days after the day on which the consumer, or a third party indicated by the consumer other than the carrier, takes physical possession of the goods.

For orders consisting of several goods delivered separately, the period is calculated from receipt of the last item, in accordance with applicable law.

7. How to exercise the right of withdrawal

The consumer may exercise the right of withdrawal by making an unequivocal statement addressed to Ipontennis. This may be done by:

• Sending an email to info@ipontennis.com.
• Sending a postal communication to Calle Actor Arturo Lledó, 38, bloque 1, 4A, 03008 Alicante, Spain.
• Using the model withdrawal form available on the website, although use of the form is not compulsory.

To help us process the request more quickly, customers are advised to provide their full name, order number, the product or products concerned and an express statement that they wish to withdraw from the contract.

8. Product return conditions

The customer must return the products without undue delay and, in any event, no later than 14 calendar days from the date on which they communicated their decision to withdraw.

Products must be returned in appropriate condition, with all accessories, documentation and items originally included, and with their original packaging where this is possible and reasonable.

The consumer will only be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Ipontennis will provide the customer with return instructions and, where applicable, the operational address to which the product must be sent.

9. Return costs

Unless expressly stated otherwise, or where the return is due to an error attributable to Ipontennis, a legally covered incident or a lack of conformity of the product, the direct cost of returning goods following withdrawal will be borne by the consumer.

Where a return is due to a shipping error, defective product, transport damage or lack of conformity, Ipontennis will bear the costs required by law.

10. Refunds

In the event of a valid withdrawal, Ipontennis will refund all payments received from the consumer, including, where applicable, the delivery costs corresponding to the least expensive standard delivery method offered on the website.

The refund will be made without undue delay and, in any event, no later than 14 calendar days from the date on which Ipontennis is informed of the decision to withdraw.

However, Ipontennis may withhold the refund until the goods have been received or until the consumer has provided sufficient evidence of having sent them back, whichever occurs first.

The refund will be made using the same payment method used by the customer for the original transaction, unless the customer has expressly agreed otherwise and provided that this does not result in any additional cost.

11. Exceptions to the right of withdrawal

Important: the right of withdrawal does not apply in the circumstances provided for by law, particularly to products made to the customer's specifications or clearly personalised.

Among other situations provided for by law, the right of withdrawal will not apply to:

• Products made to the consumer's specifications or clearly personalised.
• Services that have been fully performed, where the corresponding legal exception applies.
• Sealed goods that are not suitable for return for health-protection or hygiene reasons and that have been unsealed after delivery.
• Other circumstances excluded under applicable law.

At Ipontennis, these exclusions may apply, among other things, to certain stringing services that have already been performed, personalised products, made-to-order items or products modified at the customer's express request.

12. Incorrect, damaged or non-conforming products

If the customer receives a product that is incorrect, damaged, defective or does not conform to the contract, they should notify Ipontennis as soon as possible, stating the order number, providing a detailed description of the problem and, where useful, photographs or videos that allow the issue to be assessed.

In these cases, Ipontennis will offer the remedy that applies under current law and the specific circumstances of the case, which may include repair, replacement, a price reduction or termination of the contract, where appropriate.

13. Legal guarantee

All goods sold to consumers and users benefit from the statutory guarantee of conformity under the terms provided for by applicable law.

Ipontennis will be liable to the consumer for any lack of conformity that exists at the time of delivery and becomes apparent within the applicable statutory period.

To process a guarantee claim, the customer should provide, as far as possible, the order number or invoice, a detailed description of the problem and any documentation, photographs or other material that may help us assess the issue.

14. Warranty exclusions

The legal guarantee does not cover damage or issues resulting from:

• Normal wear and tear resulting from ordinary use of the product.
• Impacts, falls, misuse or use contrary to the manufacturer's instructions.
• Lack of maintenance, improper storage or unauthorised handling.
• Repairs, assembly work or modifications carried out by unauthorised third parties.
• Consumables or components that are naturally subject to wear where this follows from their nature.

15. Customer service