Terms & Conditions
Last updated: 10/02/2025
1. Introduction
Welcome to Unstrung Customs (“we”, “our”, “us”). These Terms & Conditions (“Terms”) govern your use of our website and any purchase you make through it.
By accessing our website or placing an order, you agree to be bound by these Terms.
We may update these Terms periodically; please check this page for the latest version.
2. About Us
Unstrung Customs specialises in custom painting, tuning, and personalising tennis and padel rackets. Each product is designed, finished, and inspected by hand to meet the highest standards of craftsmanship.
For more about our services, visit www.unstrungcustoms.com.
3. Custom Work & Product Description
All rackets are custom-painted or hand-finished according to your approved design brief.
Due to the handcrafted nature of our work, minor variations or inconsistencies in texture, colour, or finish may occur. These are normal and part of the artisanal process.
Such variations do not constitute a defect or grounds for refund.
Please review and confirm your design brief carefully before we begin production.
4. Order Acceptance & Lead Time
Orders are confirmed once we send you an official confirmation email.
Lead times depend on the nature of the work (typically around 3-4 weeks for custom paint jobs, excluding delivery).
We reserve the right to refuse or cancel orders if specifications cannot be met, in which case we will refund any payments made.
5. Shipping & Delivery (EU)
We ship throughout the EU and Globally.
Delivery times and prices are displayed at confirmation.
Once an order has been dispatched, delivery times depend on the courier and destination.
You are responsible for any import duties, taxes, or customs fees outside the EU.
Risk passes to you once the product is handed over to the courier. Please inspect your order upon arrival and notify us immediately if damaged.
6. Prices, Payment & Taxes
Prices are shown in GBR and include VAT (where applicable).
We accept payment in any currency.
Payment is required in full before production begins.
For deliveries outside the EU, you may be liable for local taxes or import duties.
Once production has started, orders cannot be cancelled or refunded.
7. Returns, Refunds & Customer Satisfaction
7.1 No Refunds on Custom Orders
As our products are custom-made, we do not offer refunds for any work that matches the approved design brief.
Slight aesthetic variations, brush marks, or texture differences are part of the hand-finishing process and do not qualify as defects.
By approving the design brief before production, you acknowledged and accepted that minor variations may occur.
7.2 If You’re Not Happy with Your Racket
If you are not satisfied with your custom racket, please contact us directly within 14 days of delivery at info@unstrungcustoms.com.
Include photos and a clear description of the issue.
The returned racket must be shipped back to us (at your cost unless agreed otherwise) in the condition it was received (excluding normal use for inspection) and you must follow our return instructions within 14 days.
If we determine that your racket does not match the approved design brief, we will redo the work free of charge or replace the product.
7.3 After 14 Days
We are unable to accept any complaints or returns after 14 days from delivery.
Complaints received after this period will not qualify for rework or compensation.
8. Liability
Our liability is limited to the total amount paid for the product in question.
We are not responsible for indirect or consequential losses, such as damage to other equipment or loss of playtime.
Nothing in these Terms excludes liability for fraud, negligence, or any matter that cannot legally be excluded under EU law.
9. Privacy & Data Protection (GDPR)
We value your privacy and comply with the EU General Data Protection Regulation (GDPR).
Data We Collect:
Name, address, email, and payment details.
Design and order information related to your purchase.
How We Use Your Data:
To process and deliver your order.
To communicate with you regarding your purchase.
To send marketing updates (only if you’ve opted in).
Your Rights:
You have the right to access, correct, erase, or restrict the processing of your data.
To exercise these rights, contact us at info@unstrungcustoms.com.
For full details, please refer to our [Privacy Policy] (link to your privacy page).
10. Intellectual Property
All designs, images, text, and branding on this website are the intellectual property of Unstrung Customs.
You may not copy, modify, or distribute any content without our prior written permission.
11. Governing Law & Jurisdiction
These Terms are governed by Spanish and EU consumer law.
Disputes arising under these Terms will be subject to the exclusive jurisdiction of the courts of Spain, unless you are an EU resident, in which case you may bring proceedings in your country of residence.
12. Contact Information
Unstrung Customs
📧 info@unstrungcustoms.com
🌐 www.unstrungcustoms.com