KOBO Return & Refund Policy

30-Day Return Policy for Eligible  New, Unused Products

KOBO is committed to providing premium products supported by fair, transparent, and consistent customer service. This policy explains when products may be returned, how refunds are determined, and how return requests differ from warranty claims.

Customers may request a return within 30 calendar days of delivery, provided the product meets all eligibility requirements stated in this policy.

The 30-Day Return Policy is not a trial period or satisfaction guarantee. Only new, unused products that satisfy all eligibility requirements below qualify for a standard return and refund. Products that have been used are not eligible for return simply because a customer changes their mind or is dissatisfied with the product's feel, weight, balance, sound, play characteristics, performance characteristics, or suitability for their individual playstyle.

An alleged manufacturing defect is handled separately under KOBO's Warranty Policy and is subject to warranty review and approval.

1. Return Eligibility

Return requests must be submitted within 30 calendar days of the delivery date.

To qualify for a standard return, the product must be new and unused; be returned in its original product packaging; include all accessories, documentation, and components originally supplied with the purchased product, excluding non-returnable promotional items and free gifts; be in resalable condition as determined by KOBO after inspection; and have a valid Return Authorization (RA) issued by KOBO before shipment back to KOBO.

Products showing signs of use, modification, customer-caused damage, abuse, missing components, or unauthorized repair are not eligible for a standard return unless otherwise required by applicable law.

Submitting a return request within 30 days does not itself guarantee refund eligibility.

2. Used Products and Used Paddles

A paddle is considered used once it has been played with on court or otherwise shows evidence of use.

Used paddles are not eligible for refunds under KOBO's standard return policy.

Removing protective packaging or handle wrapping may be considered when KOBO evaluates whether a product remains new, unused, complete, and resalable. KOBO will evaluate the product's overall condition and available evidence.

A customer's preference regarding feel, weight, balance, sound, power, control, swing characteristics, or other subjective performance characteristics does not constitute a manufacturing defect.

If a customer alleges a manufacturing defect, the matter will be evaluated separately under KOBO's Warranty Policy. A warranty claim is not the same as a standard return request.

In limited circumstances, KOBO may, solely at its discretion and after review, offer store credit as a goodwill resolution for a used product. Store credit is not guaranteed and is not an entitlement or alternative return right.

3. Return Authorization (RA)

All returns require a Return Authorization issued by KOBO before the product is shipped back.

Customers must not send products to KOBO without receiving an RA and return instructions.

Returns received without an approved RA, or sent to an address other than the authorized return address, may be refused, delayed, or returned to the sender at the customer's expense.

An RA authorizes the customer to send the eligible purchased product for review. It does not constitute approval of a refund.

4. Product Inspection and Final Return Determination

Every returned product is subject to inspection after receipt.

KOBO may verify whether the product is new or used, whether all required original items are included, whether the product has been modified or damaged, and whether the return satisfies this policy.

Return approval and refund eligibility are determined after inspection and review of the applicable order and return information.

Where reasonably necessary, KOBO may document the condition of returned merchandise with photographs or other records.

5. Refund Requirements

A refund is issued only after KOBO receives the required returned product, the product passes inspection, and the return is approved, unless KOBO expressly authorizes another resolution or applicable law requires otherwise.

KOBO does not provide courtesy or partial refunds merely as a substitute for returning an otherwise return-required product.

KOBO will not issue both a refund and a replacement for the same product or loss unless specifically required by law or expressly authorized as an exception.

6. Refund Amount and Processing

Approved refunds are issued to the original payment method unless another method is required by law or the original method is unavailable and KOBO approves an alternative.

After KOBO approves and submits a refund, the time required for the funds to appear may vary by payment processor, bank, card issuer, or financing provider.

Original customer-paid shipping charges, expedited shipping fees, insurance, duties, taxes, customs charges, and similar service charges are non-refundable except where required by applicable law or where KOBO expressly determines otherwise.

The full retail value of promotional items or free gifts associated with a returned qualifying purchase will be deducted from the approved refund as stated in Section 11.

7. Return Shipping

Customers are responsible for return shipping costs for standard eligible returns.

KOBO will be responsible for reasonable return shipping costs when KOBO confirms that it shipped the incorrect product or when KOBO approves a qualifying manufacturing-defect warranty claim and instructs the customer to return the product, subject to the return method authorized by KOBO.

Customers are responsible for packaging returned products securely and following the return instructions provided with the RA.

KOBO recommends using a trackable shipping service. Customers should retain the return tracking number until the return and refund process is complete.

KOBO is not responsible for a customer return that is lost or damaged in transit before receipt by KOBO, except to the extent required by applicable law.

8. Product Packaging Condition

Minor dents, creases, scuffs, or other cosmetic damage to external shipping or product packaging caused by normal transportation do not by themselves qualify the order for a return, refund, replacement, or exchange when the product itself is new and undamaged.

If the product itself arrives damaged, the customer should report the issue to KOBO within 48 hours of delivery and provide photographs of the product, packaging, shipping label, and shipping materials where reasonably requested.

9. Shipping Damage

If a product appears to have been damaged during transportation, customers should contact KOBO within 48 hours of delivery.

KOBO may require photographs or other evidence of the product, packaging, label, and shipping materials before evaluating the claim.

Failure to report visible shipping damage promptly may affect KOBO's ability to investigate the carrier claim and may affect claim eligibility where permitted by law.

Shipping-damage claims are reviewed separately from ordinary change-of-mind returns.

10. Incorrect or Missing Items

If an order contains an incorrect product or is missing an item, the customer should notify KOBO within 7 days of delivery.

KOBO will verify the order, fulfillment records, and available evidence. If KOBO confirms a fulfillment error, KOBO will provide an appropriate resolution at no additional product or standard shipping cost to the customer.

Customers should retain the received product and packaging until KOBO provides instructions.

11. Promotional Items and Free Gifts

Promotional items, free gifts, bonus products, complimentary accessories, and gift-with-purchase items are final sale and are not eligible for return, refund, exchange, or store credit under any circumstances.

KOBO does not accept promotional items or free gifts for return under any circumstances. Customers should keep these items and must not include them with the returned qualifying purchased product.

If a qualifying purchased product is returned and the return is approved, the full retail value of every promotional item or free gift provided with that purchase will be deducted from the customer's refund.

The deduction applies regardless of whether the promotional item or free gift has been opened, used, or remains unused because KOBO does not accept these items back.

For purposes of the deduction, the retail value will be KOBO's published full retail price for the promotional item or free gift.

Example: If an eligible new paddle is returned after the order included a free promotional item, the customer keeps the promotional item and its full retail value is deducted from the approved paddle refund.

12. Bundle Offers and Promotional Discounts

If a returned order originally qualified for a bundle discount, promotional pricing, or purchase incentive, KOBO reserves the right to recalculate the transaction based on the products ultimately retained by the customer.

Any resulting adjustment may be deducted from the approved refund where permitted by law.

Section 11 applies separately to any promotional item or free gift provided with the qualifying purchase.

13. Non-Returnable Items

The following are not eligible for a standard return or refund: used paddles; products damaged through misuse, abuse, accident, modification, unauthorized repair, or improper care; products showing normal cosmetic wear or performance changes resulting from regular use; promotional items, free gifts, bonus products, complimentary accessories, and gift-with-purchase items; clearance, final-sale, or specifically marked non-returnable merchandise; and gift cards.

A non-returnable standard-return classification does not eliminate any separate rights that may exist under KOBO's applicable limited warranty or mandatory law.

14. Warranty Claims Are Separate From Returns

KOBO paddles are subject to KOBO's published limited warranty. Warranty coverage, exclusions, evidence requirements, claim procedures, and remedies are governed by the KOBO Warranty Policy.

A standard return concerns an eligible new, unused product. A warranty claim concerns an alleged covered defect. The two processes should not be treated as interchangeable.

Normal wear and tear, cosmetic wear, impact damage, misuse, unauthorized modifications, improper storage, and customer preference concerning feel, weight, balance, sound, or performance are not, by themselves, manufacturing defects.

Customers alleging a defect may be asked to provide photographs, video, order information, and other reasonable evidence before KOBO determines warranty eligibility.

15. Exchanges

KOBO does not ordinarily process direct product exchanges.

A customer with an approved eligible return may receive a refund under this policy and place a new order for another product.

Warranty replacements and fulfillment-error corrections are not considered ordinary product exchanges and are handled under their applicable procedures.

16. Chargebacks and Payment Disputes

Customers are encouraged to contact KOBO Customer Support and allow KOBO a reasonable opportunity to review and resolve a return, refund, delivery, or warranty concern before initiating a payment dispute.

If a chargeback or payment dispute is initiated, KOBO may provide relevant records to the payment processor, financial institution, or other authorized party, including order information, tracking and delivery records, customer communications, photographs, inspection records, return authorization records, and applicable policies.

Nothing in this policy limits consumer rights that cannot lawfully be waived.

KOBO may decline future transactions where there is documented fraudulent or abusive use of the chargeback process, to the extent permitted by law.

17. Policy Abuse and Fraud Prevention

KOBO reserves the right, to the extent permitted by law, to refuse or further review returns, refunds, warranty claims, promotional benefits, or future purchases where there is reasonable evidence of fraud, false claims, material misrepresentation, policy abuse, excessive abusive return activity, altered evidence, or attempts to circumvent this policy.

A customer stating that a product is unused does not control KOBO's inspection determination when physical evidence reasonably demonstrates use.

18. How to Start a Return

To request a Return Authorization, contact KOBO Customer Support at customer.support@kobopickleball.com.

Please provide the order number, full name, email address used for the purchase, reason for the return, and photographs or other evidence when the request involves damage, an incorrect item, a missing item, or a possible warranty concern.

Do not ship a product back until KOBO has issued an RA and provided return instructions.

Do not return promotional items or free gifts. They are non-returnable and their full retail value will be deducted from an approved refund for the qualifying returned purchase.

19. Return Address

Returns must be shipped only to the return address provided by KOBO in the approved Return Authorization.

Do not send returns to an address found on a shipping label, website footer, company registration, search engine, or previous return unless that address is specifically provided for the current RA.

Returns sent to an unauthorized address may be refused or delayed.

20. Relationship to Shipping Policy and Terms & Conditions

Shipping delays, tracking investigations, lost-package claims, and delivered-but-not-received claims are governed primarily by KOBO's Shipping Policy until an applicable return or refund resolution is authorized.

This Return & Refund Policy should be read together with KOBO's Shipping Policy, Warranty Policy, Terms & Conditions, and any promotion-specific terms applicable to the transaction.

If a specific KOBO policy provides more detailed requirements for a particular issue, that specific policy governs that issue to the extent permitted by applicable law.

21. Policy Acknowledgment and Updates

By placing an order with KOBO, you acknowledge that you have read, understood, and agree to the applicable Return & Refund Policy.

KOBO may update this policy from time to time. The version applicable to a transaction will be determined by the policy in effect at the relevant time, subject to applicable law.

Policy updates do not retroactively remove rights that have already vested under applicable law.

 

Still Need Help?

Our KOBO Customer Support Team is here to help with your return or refund questions.