Volleyer

The Carbon Fiber Pickleball Paddle Built for Spin and Control

Customer Service

Contact
Delivery
Returns & Exchange
FAQ
Customer Service
Size Guide

Customer Service Policy

Last Updated: 20 August 2025

At Volleyer Ltd, we are committed to providing exceptional customer service to ensure your shopping experience is seamless, transparent, and satisfactory. This Customer Service Policy outlines how we handle inquiries, complaints, and support requests, reflecting our dedication to your satisfaction and compliance with UK consumer laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Our Commitment

We aim to deliver prompt, professional, and empathetic support to all customers. Whether you have questions about our products, need assistance with an order, or wish to raise a concern, our team is here to help you efficiently and respectfully.

2. Contacting Us

We offer multiple channels for you to reach our customer service team:

  • Email: enquiries@volleyer.co.uk – For general inquiries, order issues, or complaints.
  • Phone: 07460 201497– Available Monday to Friday, 8:00 AM to 5:00 PM BST.
  • Postal Address: Bristol, BS6 5BZ – For written correspondence.

We aim to acknowledge all inquiries within 24 hours and provide a full response within 5 business days. During peak periods, responses may take slightly longer, but we will keep you informed.

3. Order Support

3.1 Order Tracking

Once your order is dispatched, you will receive a confirmation email with tracking details (if applicable). If you encounter issues, contact us, and we will assist promptly.

3.2 Order Issues

If your order is delayed, incomplete, or incorrect, please contact us within 7 days of delivery or expected delivery. We will investigate and resolve issues, such as:

  • Missing items: We will arrange replacements or refunds.
  • Incorrect items: We will provide the correct product or a refund.
  • Delays: We will update you on delivery status and offer solutions where possible.

4. Returns and Refunds

Under the Consumer Contracts Regulations 2013, you have the right to cancel most orders within 14 days of receiving the products, without giving a reason, except for exempt items (e.g., personalised or perishable goods). For details, see our Returns and Refunds Policy.

  • Faulty or Misdescribed Products: Under the Consumer Rights Act 2015, products must be as described, of satisfactory quality, and fit for purpose. If a product is faulty or not as described, contact us within 30 days of delivery for a refund or replacement. After 30 days but within 6 months, we may offer a repair or replacement unless the fault is minor.
  • Return Process: Contact us to initiate a return. We will provide instructions and, where applicable, cover return shipping costs for faulty or misdescribed items.

5. Handling Complaints

We take all complaints seriously and aim to resolve them fairly and promptly. To raise a complaint:

  1. Contact us via email (enquiries@volleyer.co.uk), phone (07460 201497), or post (Bristol, BS6 5BZ).
  2. Provide your order number, details of the issue, and any supporting evidence (e.g., photos of faulty items).
  3. We will acknowledge your complaint within 24 hours and aim to 5 business days.

If we cannot resolve your complaint to your satisfaction, you may seek independent advice from Citizens Advice (www.citizensadvice.org.uk).

If you are a consumer resident in the European Union, you may also refer your complaint to an approved consumer dispute resolution body listed by the European Commission at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies.

Where your complaint concerns a restriction or removal of your content or account by an online platform, you may also submit the dispute to an out-of-court dispute settlement body certified under Article 21 of Regulation (EU) 2022/2065 (Digital Services Act), as listed by the European Commission.

6. Proactive Communication

We strive to keep you informed about your order and any potential issues, such as:

  • Stock Issues: If a product is out of stock, we will notify you promptly and offer alternatives, a refund, or an estimated restock date.
  • Delivery Delays: If delays occur due to carriers or unforeseen circumstances, we will email you with updates and expected delivery times.
  • Website Issues: If our website experiences downtime or technical issues affecting your shopping experience, we will communicate updates via email or our website.

7. Our Approach to Service

Our customer service team is trained to:

  • Respond with empathy, professionalism, and clarity.
  • Listen to your concerns and offer practical solutions.
  • Escalate complex issues to senior staff for resolution within 48 hours.

We avoid overly apologetic language but focus on understanding your needs and resolving issues effectively.

8. Accessibility and Inclusivity

We are committed to making our customer service accessible to all. If you require assistance in an alternative format (e.g., large print, audio), please contact us at enquiries@volleyer.co.uk.

9. Data Protection

We handle your personal information in accordance with the UK GDPR and the Data Protection Act 2018. For details on how we collect, store, and use your data, please see our Privacy Policy.

10. Amendments to This Policy

We may update this Customer Service Policy to reflect changes in our practices or legal requirements. The updated policy will be posted on our website with the effective date. Continued use of our website or services after updates constitutes acceptance of the new policy.

11. Contact Us

For any questions, support requests, or feedback, please reach out:

Thank you for choosing Volleyer Ltd. We value your trust and are here to support you every step of the way.