Refund & Return Policy

SmashPoint Equipment Retail - Refund & Return Policy

212HK Limited

Effective Date: December 1, 2025

1. Introduction

SmashPoint, the retail division of 212HK Limited ("we," "us," "our," or "SmashPoint"), is committed to customer satisfaction. This Refund & Return Policy ("Policy") outlines the terms and conditions under which customers may return products, exchange items, or request refunds for purchases made through SmashPoint Equipment Retail.

This policy applies to:

All products sold through SmashPoint retail operations at the 212HK facility in Hong Kong
Online purchases made through our website or social media platforms
Equipment and merchandise sold for pickleball or general sports use
Warranty claims and manufacturing defect replacements

By making a purchase from SmashPoint, you agree to the refund and return terms outlined in this policy. If you have questions about this policy, please contact our customer service team.

2. 14-Day Money-Back Guarantee

2.1 Refund Eligibility

SmashPoint offers a 14-day money-back guarantee for most products purchased from our retail operations. You are eligible for a full refund if you meet ALL of the following conditions:

The product was purchased within the last 14 calendar days from the date of purchase
The product is in original, unused, or like-new condition
The product is in original packaging (or substantially intact packaging)
You have valid proof of purchase (receipt, order confirmation, or invoice)
The product has not been used, worn, or damaged by customer use
The product is not a hygiene-sensitive item or final sale product (see Section 4 for exclusions)
You return the product in compliance with the return procedures outlined in Section 3

2.2 What "Unused Condition" Means

Products must be in unused condition to qualify for the 14-day money-back guarantee. This includes:

✓ Acceptable: Minor inspection marks, unopened original packaging, protective wrapping still intact, original tags attached

✗ Not Acceptable: Used equipment showing wear, visible signs of play, damaged strings or frames, cosmetic damage from use, packaging removed but product unused (unless defective)

For items like pickleball paddles, shoes, or apparel, even minor use disqualifies the product from the money-back guarantee. However, if the product is defective (see Section 5), you remain eligible for replacement or refund regardless of use.

3. Return Process

3.1 How to Initiate a Return

To return a product within 14 days, follow these steps:

Contact Customer Service: Reach out to our customer service team via:
- Email: [Emmanuel@212hk.com]
- WhatsApp: [+852 95061233]
- In-person: Visit the SmashPoint retail shop at 212HK facility
Provide Return Information: Include
- Order number or receipt
- Product name and SKU (if available)
- Reason for return
- Proof of purchase (photo of receipt or order confirmation)
- Current condition of the product
Receive Return Authorization: Our team will
- Verify your purchase and refund eligibility
- Provide a Return Authorization (RA) number
- Give you return shipping instructions (if applicable)
- Confirm the refund method and timeline
Ship or Deliver the Product: Use the return instructions provided to send the product back to us, or deliver it in person to the SmashPoint counter with your RA number.
Refund Processing: Once we receive and inspect your return, we will process your refund within 5-7 business days

3.2 Return Shipping

In-Person Returns: If you purchased from our physical SmashPoint retail location at 212HK, you may return items in-person with your proof of purchase. In-person returns are processed immediately where possible.

Mail Returns: For online purchases or remote returns, you are responsible for return shipping costs unless:

The product is defective or damaged (we cover return shipping)
The product was sent to you in error (we cover return shipping)
We approve the return due to our error (we cover return shipping)

We recommend using tracked courier services (DHL, FedEx, S.F. Express) for valuable items.

Return Address:
SmashPoint
212HK – 15th Floor, S22, 22 Heung Yip Road, Wong Chuk Hang
Hong Kong

Please include your RA number and original order number with all returns.

3.3 Return Inspection and Verification

Upon receipt of your return, we will:

Inspect the product for condition, damage, and authenticity
Verify the product matches your return request
Confirm the product is not damaged by customer use
Document the inspection and condition assessment
Process your refund or initiate a replacement

This inspection typically takes 3-5 business days. We will notify you of the inspection results and refund status via email or WhatsApp.

4. Exclusions from 14-Day Money-Back Guarantee

The following items are EXCLUDED from the 14-day money-back guarantee and are FINAL SALE:

Clearance or Sale Items: Products marked as clearance, final sale, or discounted merchandise
Custom or Personalized Products: Paddles with custom names, engraved items, or made-to-order merchandise
Hygiene-Sensitive Items: Shoes, socks, undergarments, hats, or items worn on the body (except for defects)
Opened or Used Strings and Grips: Once opened, string packages and grip replacements cannot be returned
Damaged or Visibly Used Products: Items with visible signs of play, wear, scuffs, or cosmetic damage
Gift Cards and Vouchers: Non-refundable once purchased
Digital Products: Downloads, digital content, or instructional videos cannot be returned
Perishable or Time-Sensitive Items: Items with expiration dates, batteries, or time-sensitive merchandise

Exception: If an excluded item is defective or received in damaged condition, you may still qualify for a replacement or refund under the Manufacturing Defect policy (Section 5).

5. Manufacturing Defects and Product Replacement Guarantee

5.1 What Constitutes a Manufacturing Defect

SmashPoint guarantees the replacement or refund of products that have manufacturing defects regardless of the 14-day window. Manufacturing defects include:

Material or Structural Defects: Cracked frames, broken edges, delamination, or structural failures in paddles or equipment
String Defects: Broken strings immediately upon unpacking, defective string weaves, or failure to string properly
Manufacturing Errors: Missing components, incomplete assembly, misaligned parts, or factory workmanship issues
Safety Defects: Equipment that poses a safety risk or does not meet advertised safety standards
Cosmetic Factory Defects: Visible manufacturing flaws, paint defects, or finish problems present from the factory
Non-Functional Components: Defective zippers, broken closures, or non-functional equipment features
Expiration or Shelf-Life Issues: Products sold beyond their recommended shelf life or with significantly reduced functionality

5.2 What Is NOT a Manufacturing Defect

The following are NOT considered manufacturing defects and are the customer's responsibility:

Damage from normal use, wear and tear, or playing with equipment
Damage from customer misuse, abuse, or negligence
Damage from impacts, falls, or accidents
Damage from exposure to moisture, extreme temperatures, or environmental factors
Cosmetic wear, scratches, or minor discoloration from use
String breakage during play (wear-related, not manufacturing defect)
Damage from improper storage or maintenance
Damage that occurs after the manufacturing defect guarantee period (18 months from purchase)

5.3 Manufacturing Defect Replacement Process

The following are NOT considered manufacturing defects and are the customer's responsibility:

Damage from normal use, wear and tear, or playing with equipment
Damage from customer misuse, abuse, or negligence
Damage from impacts, falls, or accidents
Damage from exposure to moisture, extreme temperatures, or environmental factors
Cosmetic wear, scratches, or minor discoloration from use
String breakage during play (wear-related, not manufacturing defect)
Damage from improper storage or maintenance
Damage that occurs after the manufacturing defect guarantee period (18 months from purchase)

5.3 Manufacturing Defect Replacement Process

If you believe your product has a manufacturing defect, follow this process:

Contact SmashPoint: Reach out within 18 months of purchase with:
- Product and order number
- Photos or videos showing the defect
- Description of the defect and when it was discovered
- Proof of purchase (receipt or order confirmation)

Defect Assessment: Our team will:
- Review the photos and description
- Determine if the issue qualifies as a manufacturing defect
- Request that you send the product for in-person inspection (if needed)
- Make a final determination within 7 business days

Resolution Options: If the defect is confirmed, SmashPoint will offer ONE of the following:

Option A: Product Replacement (Equivalent Value)

- We will replace the defective product with an identical or equivalent-value product of your choice from our inventory
- Shipping costs for the replacement are covered by SmashPoint if the original product is defective
- This is the preferred resolution to ensure you receive a working product quicklK

Option B: Full Refund

- If an equivalent replacement is not available or you prefer a refund, we will issue a full refund of the original purchase price
- Refund processing takes 5-7 business days after defect confirmation
- Return shipping costs are covered by SmashPoint for defective products

Option C: Store Credit

- If an equivalent replacement is not available or you prefer a refund, we will issue a full refund of the original purchase price
- Refund processing takes 5-7 business days after defect confirmation
- Return shipping costs are covered by SmashPoint for defective products

5.4 Manufacturing Defect Guarantee Duration

SmashPoint provides an 18-month manufacturing defect replacement guarantee from the date of purchase. After 18 months, manufacturing defects are the responsibility of the original manufacturer (if applicable) under their warranty.

For defects occurring within the first 30 days of purchase, SmashPoint will provide replacement or refund without requiring a detailed inspection.

6. Warranty Information

6.1 Limited Manufacturer Warranty

Many SmashPoint products include a manufacturer warranty provided by the original equipment manufacturer. Warranty coverage varies by product and brand, typically including:

Pickleball Paddles: Usually 1-2 years against manufacturing defects (varies by brand)
Footwear: Typically 1 year against sole separation and manufacturing defects
Apparel: Generally covered under SmashPoint's 14-day policy; manufacturer warranties are limited
Sporting Accessories: 6-12 months depending on the product type
Electronics: 1 year manufacturer warranty on e-readers, tablets, or digital devices sold as sporting accessories

Manufacturer Warranty Details:

Coverage begins from the date of purchase
Covers manufacturing defects, not damage from use or accidents
Requires proof of purchase for warranty claims
Some warranties require returning products to the original manufacturer

For specific warranty information on your product, check the product documentation or contact our customer service team.

6.2 SmashPoint Extended Protection (Optional)

For select premium products, SmashPoint offers optional Extended Protection Plans for an additional fee:

Paddle Protection Plan: Extends replacement coverage for manufacturing defects to 3 years
Footwear Protection: Covers defective soles or structural failures for 2 years
General Sports Equipment Protection: Extends coverage for defects, accidental damage, and wear-related failures for 2 years (available for premium products)

Extended Protection Plans must be purchased at the time of product purchase and are non-refundable. Details are provided at the point of sale.

7. Damaged or Incorrect Products Received

7.1 Damage During Shipping

If you receive a product that is damaged, defective, or different from what was ordered, you are entitled to a full refund or replacement at no cost, regardless of the 14-day return window.

Damaged Product Process:

1. Report Immediately: Contact us within 7 days of receiving the damaged product via:

o Email: [Emmanuel@212hk.com]

o WhatsApp: [+852 95061233]

2. Provide Documentation: Send photos or a video showing:

o The damaged product and the damage

o The original packaging and shipping box (if available)

o The packing materials and condition upon arrival

3. Resolution: We will:

o Replace the product at no cost (free expedited shipping)

o Or provide a full refund of the purchase price and original shipping costs

o If necessary, we will file a shipping damage claim with the courier on your behalf

7.2 Incorrect Product Received

If you receive a different product than what you ordered:

· You may return the incorrect product for free

· We will send the correct product immediately or issue a full refund

· All shipping costs are covered by SmashPoint

· We will also provide a discount on your next purchase as an apology for the inconvenience

8. Refund Methods and Timelines

8.1 How Refunds Are Processed

Refunds will be issued using the original payment method used for purchase:

· Credit/Debit Card: Refund appears back on your card within 5-10 business days

· PayPal or Digital Wallet: Refund processed within 3-5 business days

· Bank Transfer: Refund appears in your bank account within 5-7 business days

· Store Credit: Applied to your customer account immediately

Note: Processing times may vary depending on your bank or payment provider. Please check with your financial institution if a refund does not appear within the stated timeframe.

8.2 Partial Refunds

SmashPoint will issue a partial refund (minus applicable fees) in the following cases:

· Restocking Fee: If the product was used, opened, or not in original condition, a 15% restocking fee may apply

· Return Shipping: If you initiated a return without a valid reason (not due to defect, damage, or our error), return shipping costs are deducted from the refund

· Damaged by Customer: If return damage is caused by customer misuse, we may reduce the refund to cover repair or recovery costs

Full Refund (No Deductions):

· Manufacturing defects or product damage

· Received incorrect product

· Product received damaged from shipping

· Within 14-day money-back guarantee period (unused condition)

9. Non-Refundable Items and Conditions

The following items and conditions are NON-REFUNDABLE:

· Clearance/Final Sale Items: Clearly marked as "Final Sale" or "Clearance" at point of sale

· Custom or Personalized Products: Once engraved, monogrammed, or customized per customer request

· Used or Damaged Products: Products showing signs of use, wear, or customer damage

· Gift Cards and Vouchers: Once purchased, cannot be refunded (may be exchanged for another amount)

· Digital Products and Downloads: Once delivered or accessed, cannot be returned

· Prohibited Items: Items that are illegal or unsafe to resell

Exception: Even non-refundable items may be refunded if they are defective or received in damaged condition.

10. Exchanges

10.1 Product Exchanges

Instead of a refund, you may exchange your product for a different item of equal or greater value:

· Exchanges can be processed within 30 days of purchase (extended for defective items)

· No restocking fee applies if the original product is in unused condition

· If the replacement item costs more, you pay the difference

· If the replacement item costs less, you can receive the difference as store credit or a partial refund

· Exchanges are processed within 3-5 business days

To Request an Exchange:

· Contact our customer service team with your order number and the new product you'd like

· We'll confirm availability and shipping details

Your new product will be shipped within 3-5 business days

11. Store Credit and Gift Cards

11.1 Store Credit

As an alternative to refunds, SmashPoint offers store credit that can be used for future purchases:

· Store credit is valid for 12 months from the date of issuance

· Can be used on any SmashPoint products or services

· No restocking fees apply to store credit issuance

· Store credit cannot be combined with other discounts (except for loyalty programs)

· Store credit is non-transferable and cannot be converted back to cash

11.2 Gift Cards

SmashPoint Gift Cards are available for purchase and are non-refundable once activated. However:

· Gift card balances can be checked at any time

· Balances expire 12 months after purchase if no transactions occur

12. Right to Reject Goods

Under Hong Kong's Sale of Goods Ordinance (Cap. 26), you have the right to reject goods if they are:

· Faulty or Defective: Not of satisfactory quality or fitness for purpose

· Misrepresented: Do not match the description provided at time of sale

· Incorrect Order: Different product than what was ordered

· Unsafe: Pose a safety hazard or fail to meet advertised safety standards

If you reject goods under Hong Kong consumer protection law, you have the right to a full refund without needing to accept a replacement or store credit, provided you reject the goods:

· Within a reasonable time of purchase (typically interpreted as before the goods are accepted)

· Before you have acted inconsistently with ownership (e.g., resold the product)

· Without unreasonably delaying your rejection

Contact our customer service team immediately if you wish to exercise your right to reject goods.

13. Customer Service and Dispute Resolution

13.1 Customer Service Contact Information

For questions about this policy, to initiate a return, or to report a defect, contact:

SmashPoint Customer Service

· Email: [Emmanuel@212hk.com]

· WhatsApp: [+852 95061233]

· In-Person: SmashPoint counter at 212HK facility

· Hours: Monday-Friday 10 AM - 8 PM; Saturday-Sunday 9 AM - 10 PM HKT

Response Time: We aim to respond to all inquiries within 24 hours during business hours.

13.2 Dispute Resolution Process

If you have a dispute regarding a refund, return, or product quality:

1. Contact Us: Describe the issue in detail and provide supporting documentation (receipts, photos, order numbers)

2. Investigation: We will investigate your claim within 7 business days

3. Resolution Offer: We will make a good-faith resolution offer (refund, replacement, or store credit)

4. Escalation: If you are unsatisfied, you may request escalation to our management team

5. External Resolution: If the dispute cannot be resolved internally, you may contact the Hong Kong Consumer Council or file a complaint with the Office of Fair Trading Hong Kong

13.3 Consumer Council Complaint

If you are dissatisfied with our response, you may file a formal complaint with:

Consumer Council of Hong Kong

· Website: https://www.consumer.org.hk

· Telephone: +852 2929 2222

· Email: enquiry@consumer.org.hk

· Address: 1109-1110, 11/F, China United Centre, 28 Marble Road, North Point, Hong Kong

14. Promotional and Sale Items

14.1 Clearance and Discounted Items

Products marked as "Clearance", "Final Sale", "Discounted", or "As-Is" are generally non-refundable with the following exceptions:

· If the item is defective upon receipt or discovered to be defective within 30 days, you may receive a replacement or refund

· If you received an incorrect item, you have full refund rights

· If the item arrived damaged from shipping, you have full refund rights

All sale and clearance items are otherwise sold in "as-is" condition and cannot be returned for remorse purchases.

14.2 Black Friday, Seasonal Sales, and Promotions

Products purchased during special sales events (Black Friday, seasonal sales, holiday promotions) are subject to the same refund and return policy. However:

· Some promotional items may be marked as final sale with restricted returns

· Refund amounts will be based on the sale price (not original retail price)

· Exchange and store credit options may be limited during high-volume promotional periods

15. Warranty Disclaimer

EXCEPT AS EXPRESSLY PROVIDED IN THIS POLICY, SMASHPOINT MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED, REGARDING PRODUCTS SOLD, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

SmashPoint is not responsible for:

· Loss of use or enjoyment of the product

· Indirect, incidental, or consequential damages

· Damage from accidents, misuse, or normal wear and tear

· Damage from improper storage, maintenance, or environmental factors

· Lost tournaments or competitions due to equipment failure

Personal injuries or losses arising from product use

16. Policy Updates and Changes

SmashPoint reserves the right to update this Refund & Return Policy at any time. Changes will be:

· Posted on our website and social media channels

· Effective immediately upon posting unless otherwise stated

· Applied to future purchases (past purchases governed by the policy in effect at time of purchase)

· Announced via email to registered customers when material changes are made

Your continued use of SmashPoint services constitutes acceptance of the updated policy.

17. Acknowledgment

By making a purchase from SmashPoint, you acknowledge that you have:

· Read and understood this Refund & Return Policy

· Agreed to the terms and conditions outlined

· Understood the 14-day money-back guarantee and manufacturing defect replacement guarantee

· Accepted the non-refundable items and exclusions listed

· Agreed to follow the return process described

If you do not agree with this policy, you may cancel your purchase within 7 days by contacting customer service.

Last Updated: December 10, 2025

Version: 1.0

This Refund & Return Policy is effective as of the date listed above and applies to all purchases from SmashPoint Equipment Retail, a division of 212HK Limited.

For questions or concerns, contact SmashPoint Customer Service: