Refund policy

Return Policies:

Self-Serve Returns

Please be sure to read the information for the products that you have or want to purchase, as the return policies for various collections differ.  We allow self-serve returns/exchanges for all items EXCEPT PICKLEBALL PADDLES.  For pickleball paddles, you will need to contact customer service to start the return process.

Submit a self-serve return request

Click the ACCOUNT icon in the store's Header or go to the refund policy or a returns page, and then request a return.

1.  Log in to your account:

  • In the "Email" field, enter your email address, and then click "Continue".
  • In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  • Go back to the online store, and then enter a six-digit verification code.

2.  Click "Request return" for the order that you want to submit the return for.

3.  If order has more than one item, then select the items that you want to return.

4.  Select a return reason and add a note for the store.

5.  Click "Request return".

If your return request is approved, you receive an email with a pre-paid return label and shipping instructions. After the product is returned and inspected, you receive a refund or an email about why we will not accept the return.  The restocking fee will be deducted from the return.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Paddle Return Policy (effective Jan 28th, 2025)

A.  SANDBOX PADDLES

Sandbox paddles DO NOT COME WITH A WARRANTY and cannot be returned for a one-time exchange after they have been hit.  They can be returned for a refund if the plastic is still on the handle and the paddle has not been hit.  Paddles in the Sandbox are tester kitchen paddles, offered at a substantial discount.  If you have a Sandbox paddle that you believe was defective out of the box, please contact customer service within 2 days of receiving the paddle. 

B.  If the USAP Approved paddle has not been used and the plastic is still on the handle

If the paddle still has the plastic on the handle and the paddle has not been used AT ALL, it can be returned for a refund for up to 30 days from the date it was ordered.  Customer is responsible for return shipping costs.  Please email customer.service@bodyhelix.com to start the return process.  Be prepared to show pics of both paddle faces, the handle with the plastic still on, and a pic of the serial number on the paddle


C.   If the USAP Approved paddle has been used or the plastic has been removed from the handle  

  1. You have seven (7) days from receipt of the paddle to return it for a refund, minus a 10% restocking fee. The restocking fee will be waived if you do an exchange for another paddle in our line-up. The second paddle is not returnable unless the plastic is still on the handle and the paddle has not been hit.
  2. You must contact customer.service@bodyhelix.com to get approval for the return.  Approval is granted once we receive pictures of the paddle and can see that there is no damage or neglect.
  3. Purchasers are responsible for shipping costs of returns or exchanges. 
  4. If requesting a refund, expedited shipping charges are non-refundable.
  5. There will be a 10% restocking fee on all returns within the 7 day return window that do not do a one-time exchange.
  6. Once the return has been authorized, purchaser has 10 days to activate the tracking by shipping that paddle.  Once 10 days passes, an email will be sent letting purchaser know that the label has been voided and the return cancelled.
  7. If the paddle shows signs of abuse or neglect that will render the paddle unusable the return will be denied.  If we receive the paddle after approving the return and it comes to us with obvious damage or neglect that was not visible in the photos, we will deny the return and send the paddle back to you.

 

Paddle Warranty/Replacement Policy 

A.  Warranty:

  1. Ninety(90) day limited warranty on materials or deformities.
  2. Please examine your paddle immediately upon receipt. Report any defect  promptly by providing photographic evidence prior to the use of the paddle. Original packing and wrapping should be shown in the photo. 
  3. The warranty is valid for registered paddles only. Warranty sought by  someone other than the original purchaser is invalid.
  4. You can register your paddle on the Paddle Product Page or here.
  5. If paddle is purchased from another source, registration is required within 7 days of original purchase.  Contact us at customer.service@bodyhelix.com.   Proof of purchase is required (i.e., bank statements, credit card statements are acceptable).
  6. Purchasing a body helix paddle from a friend, on-line market (i.e., FB marketplace, Craigslist, etc.) or other non-authorized body helix dealer invalidates the warranty.
  7. The warranty is non-transferrable.
  8. Customer's eligibility for warranty replacement or refund is at body helix’s sole discretion.

B.  The following situations are NOT covered under warranty:

  1. Normal wear and tear of the paddle including edge guard, paddle face, core materials, and grip. 
  2. Fading of graphics
  3. Paddle abuse or negligence including edge guard, paddle face, core materials, and grip. Hitting objects other than pickleballs (such as the ground, other paddles, etc.) will inactivate the warranty.  Extreme hot or cold weather will negatively affect pickleball paddles. For example, leaving the paddle in the trunk of your car during freezing weather or extreme heat is negligence and will render the warranty inactive.
  4. Purchaser modifications made to the paddle after purchase renders warranty inactive.
  5. Paddles used for commercial applications or rentals renders warranty inactive. 

C.  Replacement:

  1. Replacement or refund requests due to defects require photo or video evidence. Email photos and/or videos clearly showing the defect along with your proof of purchase to customer.service@bodyhelix.com.  Note that returned paddles showing signs of abuse or normal wear are not eligible for a refund or replacement.  body helix may require return of the paddle for further evaluation. Approval for replacement and/or refund is at body helix’s sole discretion.  
  2. Returns require prior approval from body helix. Email information customer.service@bodyehlix.com.
  3. Once approved, a refund will be issued within 10 business days from arrival or a replacement will be shipped within 3 days.

  4. If the purchaser is instructed to return the paddle for inspection once the replacement has been authorized, purchaser has 10 days to activate the tracking by shipping the paddle.  Once 10 days passes, an email will be sent letting purchaser know that the label has been voided and the return cancelled. If that results in the paddle being past the defined warranty period, then the replacement is null and void.

If you believe your item is defective and you are within the guarantee window, please reach out to us with information, including pics of the product defect, at customer.service@bodyhelix.com.  You must be within the warranty time-frame and must provide pics and info in order for us to approve the return for a new product.

 

Compression and Apparel Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or exchange on unused or unworn products. 

DO NOT FOLD THE ITEM WHEN RETURNING IT TO US.  Folding the product will result in damage to the product, making it not longer returnable to inventory and resulting in a 50% restocking fee.  

Self-Serve Returns

A.  Exchanges

To be eligible for an exchange on a product that does not have a defect, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the invoice, order number, or proof of purchase.

We accept exchanges on unworn, like-new products.  Please contact us at customer.service@bodyhelix.com for instructions on doing an exchange for a similarly priced product.  We can only accept exchanges on items that can be returned to inventory.  If you have any questions about whether your item will be accepted for an exchange, please reach out to us with pics of the item in question.

B.  Returns

To be eligible for a return on a product that does not have a defect, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the invoice, order number, or proof of purchase.
Please note that returns will need to be sent to the following address:

107 Creek Ridge Road Suite E, Greensboro NC, 27406

If the item cannot be returned to inventory, we will not accept the return.  In you have any questions about whether your item qualifies for a return, please contact us at customer.service@bodyhelix.com 

C.  Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was not approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at customer.service@bodyhelix.com.

 

Pickleball Accessory Return and Refund Policy

Pickleball accessories that have been unopened and are unused are returnable for up to 14 days.  Once the product has been removed from its packaging or used, it is not returnable unless it is defective.  For returns and replacement due to defects, please email pics of the product to customer.service@bodyhelix.com.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Damages and Guarantees

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

COMPRESSION:    We guarantee our compression products to be free from manufacturer's defects for 6 months from receipt of the products.

APPAREL:  We guarantee our apparel to be free from manufacturer's defects for 30 days from receipt of the apparel.