Returns at a glance
| Return request window | 35 calendar days after delivery |
|---|---|
| Return method | By post, using our downloadable prepaid label |
| Return postage | Free for UK returns using our label |
| Restocking fee | None |
| Exchanges | Return for refund, then place a new order |
| Extended-period refunds | Processed within 7 working days after receipt and inspection; statutory deadlines remain applicable |
35-day returns
You can request a change-of-mind return within 35 calendar days after delivery. For items from one order delivered separately, the period starts after the last item arrives. Standard UK return postage is free using the prepaid label we provide. There is no restocking fee. Sale items have the same return rights.
How to return an item
- Email contact@orencrest.com with your order reference and the items you wish to return. Any clear statement of your decision to cancel is sufficient for a statutory cancellation; you do not need our permission or a reason.
- We will provide a prepaid label and the UK return instructions. Download and print the label. Contact us if you cannot use it so we can arrange an alternative.
- Send the items within 14 calendar days of telling us you wish to return them, pack them securely, and keep proof of posting.
The UK return address will be supplied with your label. Please do not send parcels to the Hong Kong business address.
Your first 14 days: statutory cancellation
For most online purchases, you may cancel without giving a reason within 14 days after receiving the goods. You may inspect them as you would in a shop. Handling beyond what is necessary to establish their nature, characteristics and functioning may lead to a lawful deduction for diminished value. Missing original packaging alone does not remove this right.
Any applicable statutory exception must be explained before purchase. We do not impose a blanket exclusion on opened padel products, or require you to accept an exchange or store credit instead of a refund.
Days 15–35: our extended return period
During the extended period, change-of-mind returns must be unused, complete with their included accessories, and in resaleable condition. Rackets must not have been used in play, and adhesive grips or protectors must not have been applied. These additional conditions do not limit your statutory cancellation rights or rights concerning faulty goods.
Refunds
For statutory cancellations, refunds are made without undue delay and within the applicable legal deadline. For returned goods, this is no later than 14 days after we receive the goods back or evidence of their return, whichever is earlier. We refund the standard outbound delivery charge, if paid; an upgrade above standard delivery is not refundable under the statutory cancellation rules.
For extended returns requested on days 15–35, we process refunds within 7 working days of receipt and inspection. This does not extend a shorter statutory deadline. Refunds go to the original payment method unless you expressly agree otherwise without charge. Your payment provider may take additional time to show the credit.
Faulty goods and exchanges
If an item is faulty, not as described or unsuitable for a purpose protected by consumer law, contact us. The Consumer Rights Act normally provides a 30-day short-term right to reject faulty goods, with repair, replacement or other remedies available where applicable afterwards. These rights are separate from our change-of-mind policy and are not limited to 35 days. Necessary return costs for valid faulty-goods claims are covered by us.
For a different product, return the original item under the applicable policy and place a new order. We do not currently offer direct exchanges.
Optional cancellation wording
You can email: “I wish to cancel my order [order number] for [items], ordered on [date] and received on [date]. My name is [name] and my delivery address is [address].” Using this wording is optional; any clear statement is sufficient.
Contact Orencrest
Orencrest Group Limited
21st Floor, CMA Building, 64 Connaught Road Central, Hong Kong.
Email: contact@orencrest.com
Telephone: +44 20 8050 4355
For a return, contact us for the prepaid UK label and parcel instructions. Do not send parcels to the Hong Kong business address.
Last updated: 16 October 2026.