Refund policy

Return and Refund Policy

Last Updated: October 14, 2026

We want you to enjoy shopping with us and feel confident in your purchase. If you are not completely satisfied with your sports and fitness products, please review our return and refund policy below.

1. Return Window

We accept eligible return requests within 30 days of the delivery date.

To qualify for a return due to a change of mind, the following conditions generally apply:

The item must be unused and in its original condition.
The item must be free from signs of wear, damage, or modification.
Original packaging, accessories, and included components should be returned with the item.
Proof of purchase or a valid order number is required.

For sports equipment such as pickleball paddles, protective gear, and fitness accessories, we generally cannot accept change-of-mind returns for products that show signs of use or damage caused by improper handling.

These conditions do not limit any rights you may have under applicable consumer protection laws.

2. How to Request a Return

To start a return, please email us at shane@charmedia.com.cn within 30 days of receiving your order.

Please include the following information:

Your order number
The product you wish to return
The reason for the return
Photos or videos of the product, if applicable

Please contact us before sending any item back. We will review your request and provide the return instructions and return address.

Please do not send products to the original shipping address unless we have specifically instructed you to do so.

3. Return Shipping Costs

For eligible returns due to a change of mind, ordering the wrong product, or no longer needing the item, the customer is responsible for the return shipping costs.

We recommend using a trackable shipping service and keeping your proof of shipment until your return has been processed.

If your item arrives defective, damaged, or incorrect, please contact us before returning it. We will review the issue and provide an appropriate resolution, including return shipping arrangements where applicable.

4. Damaged, Defective, or Incorrect Items

We carefully aim to ensure that every order arrives in good condition and contains the correct products.

If you receive a damaged, defective, or incorrect item, please email shane@charmedia.com.cn as soon as possible with:

Your order number
A description of the issue
Clear photos or videos showing the problem
Photos of the shipping packaging, if relevant

After reviewing the information, we will contact you with the next steps. Depending on the circumstances and applicable law, the resolution may include a replacement, refund, or another appropriate solution.

Please keep the product and its packaging until we have reviewed your request, as additional information may be needed.

5. Refunds

Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow additional time for your bank, credit card company, or payment provider to process the refund and make the funds available.

Unless otherwise required by applicable law, original shipping charges and return shipping costs are non-refundable for change-of-mind returns.

If you have questions about your refund, please contact us at shane@charmedia.com.cn.

6. Exchanges and Replacements

If you receive a defective, damaged, or incorrect product, please contact us to discuss a replacement, refund, or another appropriate resolution.

For exchanges due to a change of mind, availability may vary. We may ask you to return the original item and place a new order for the product you prefer.

All exchanges, replacements, and refunds are subject to applicable consumer protection laws.

7. Non-Returnable Items

Certain products may be ineligible for change-of-mind returns due to hygiene, safety, or product-specific considerations, where permitted by applicable law.

Items that have been used, modified, damaged through misuse, or returned incomplete may not qualify for a change-of-mind return.

These restrictions do not apply where they would conflict with your rights under applicable law, including rights relating to defective or incorrectly supplied products.

8. Order Cancellations

If you need to cancel an order, please email shane@charmedia.com.cn as soon as possible.

We will do our best to accommodate cancellation requests before the order has been processed or shipped. Once an order has been shipped, it may no longer be possible to cancel it, and our standard return policy will apply.