Shop terms, delivery & returns

1. Who we are

The RallyPoint shop is run by Suffolk Pickleball Company Ltd, a company registered in England and Wales (company number 16959911). ‘RallyPoint’ is a brand name of Suffolk Pickleball Company Ltd. When these terms say “we”, “us” or “our”, that’s who we mean.

• Registered office 19 Mustang Way, Rendlesham, Woodbridge, England, IP12 2FJ
• Email contact@suffolkpickleball.co
• VAT We are not VAT registered.

2. Ordering & prices

You can order from us by adding items to your basket on this website and paying through our secure checkout. Before you pay you’ll see everything you’re buying, any size or name you’ve chosen, the delivery charge (or that collection is free) and the total.

Your order is accepted, and a contract between us is made, when your payment goes through and you see our thank-you page. Your payment receipt is emailed to you by Stripe.

All prices are in pounds sterling (£) and are the full price you pay for the item — we are not VAT registered, so no VAT is added. Delivery is charged on top and is always shown before you pay.

If we can’t supply something you’ve paid for — for example it sold out at the same moment, or a price was clearly wrong — we’ll contact you and give you a full refund for that item, including any delivery you paid for it.

3. Payment

Payments are taken by Stripe, a regulated payment provider. You can pay by debit or credit card, Apple Pay or Google Pay. Your card details go straight to Stripe and are never seen or stored by us. Payment is taken in full when you order.

4. Delivery

• We deliver to addresses in the United Kingdom only.
• The delivery charge depends on what you order and is shown in your basket before you pay. Orders over a set amount get free delivery — the basket shows how much more you’d need to spend.
• We aim to send orders within 3 working days of payment. Items with a name added take up to 2 working days longer (up to 5 working days).
• If a product shows its own delivery note (for example an item on back order), that timescale applies to it instead — you’ll see it on the product, in your basket and on your receipt before you pay.
• Orders are sent by Royal Mail. Where a tracking number is available we’ll send it to you.
• If your order hasn’t arrived within 30 days of payment, please email us and we’ll either send it again or refund you in full.
• Your items are your responsibility once they’ve been delivered to the address you gave us.

5. Collect at a session

• Instead of delivery you can choose to collect your order free at one of our sessions. At checkout you pick the session — the date, time and venue are shown on your order.
• We need a few days to get orders ready, so the earliest sessions on offer are a few days after you order. Your order will be ready at the session you chose.
• Ask any of the team at the session — just give your name.
• If you can’t make it, email us and we’ll arrange another session.
• If an order isn’t collected within 2 weeks of the session you chose and we haven’t heard from you, we’ll cancel it and refund you — except for personalised items, which are made just for you and can’t be refunded.

6. Changing your mind: returns & cancellations

Under the Consumer Contracts Regulations you have the right to cancel most orders without giving a reason within 14 days of the day you receive the goods (or collect them). This doesn’t apply to personalised items — see section 8.

1. Tell us within 14 days by emailing contact@suffolkpickleball.co with your order number (it starts RP-) and what you’re returning. You can use the form below, but you don’t have to.
2. Send the items back within 14 days of telling us, to: Suffolk Pickleball Company Ltd, 19 Mustang Way, Rendlesham, Woodbridge, England, IP12 2FJ. You can also hand them back to us at one of our sessions — just let us know.
3. Return postage is paid by you when you’ve changed your mind. We recommend a tracked service, as the items are your responsibility until they reach us.
4. Please return items unused, in the condition you received them. You can handle and look at them as you would in a shop, but if they’ve been used or damaged we may reduce your refund to reflect that.
5. Paddles: take a look and feel the grip, but please don’t play with a paddle you might send back. A paddle that’s been used on court can’t be sold again as new, so we’ll reduce the refund by the loss in value — for a paddle that’s been played with, this can be the full price. This doesn’t affect your rights if a paddle is faulty (section 7).
6. Your refund — for the items, plus the standard delivery charge you paid — is made to your original payment method within 14 days of us receiving the items back (or proof you’ve sent them, if that’s sooner).

Model cancellation form (optional)

To: Suffolk Pickleball Company Ltd, 19 Mustang Way, Rendlesham, Woodbridge, England, IP12 2FJ, contact@suffolkpickleball.co

I hereby give notice that I cancel my contract of sale of the following goods: ______

Ordered on / received on: ______   Order number: RP-______

Name: ______   Address: ______

Signature (only if sent on paper): ______   Date: ______

7. Faulty or wrong items

Your rights under the Consumer Rights Act 2015 aren’t affected by anything here. Goods must be as described, fit for purpose and of satisfactory quality. If something arrives faulty, damaged or isn’t what you ordered — including a name printed differently from what you typed — email us with your order number and a photo. Within 30 days you’re entitled to a full refund; after that we’ll repair or replace it, or refund you if we can’t. We pay the cost of returning faulty or wrong items.

Normal wear and tear isn’t a fault. For paddles, that includes scuffs and chips to the edge or face from hitting the floor, a wall or another paddle, worn grips, and damage from accidents or misuse.

8. Personalised items

• Some items can have a name added. It’s printed exactly as you type it, so please check the spelling before you pay.
• Because they’re made to your specification, personalised items can’t be returned for a change of mind. Your rights if they’re faulty, or if we printed something different from what you asked for, are not affected (section 7).
• If you spot a mistake in your name, email us straight away — if we haven’t started on it, we’ll fix it or cancel and refund.
• We may decline names that are offensive or use someone else’s trade mark, and refund that item.

9. Your data

We follow the UK GDPR and the Data Protection Act 2018. This section covers the shop; our general terms cover everything else.

• What we keep: your name, email address, delivery address (if you choose delivery), the session you chose (if you collect), what you ordered, and any name you asked us to print.
• Why: to make, send or hand over your order, deal with returns and questions, and keep the business records the law requires.
• Payments are handled by Stripe, who process your card details under their own privacy policy. We never receive your card details.
• “Let me know when it’s back”: if you leave your email for a sold-out item, we use it only to tell you once that it’s back in stock.
• Your basket is saved in your own browser so it’s still there when you come back. It isn’t sent to us until you check out, and we don’t use tracking or advertising cookies in the shop.
• How long: order records are kept for 6 years (the period company accounting records must be kept), then deleted. Back-in-stock email addresses are deleted once we’ve told you the item is back.
• We don’t sell your details or send you marketing because you bought something.
• You can ask to see, correct or delete your data by emailing contact@suffolkpickleball.co. If you’re unhappy with how we’ve handled it, you can complain to the Information Commissioner’s Office (ico.org.uk).

10. General

Nothing in these terms affects your legal rights as a consumer. We aren’t responsible for delays caused by things outside our control, but we’ll keep you informed and you can cancel for a full refund if a delay is significant. These terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales, or in Scotland or Northern Ireland if you live there. We may update these terms; the version on this page when you order is the one that applies to your order.

Questions? Email contact@suffolkpickleball.co — we’re happy to help.

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