FAQ KW FLEX

We are always ready to help you whenever required!

Contact us through any of the channels below:

• Email: [email protected]
• Call: +31616501686
• Whatsapp: +31616501686

If all products are in stock, we will ship your order the same working day if it is placed before 12 noon. In that case, 9 times out of 10, you will have your order within 2 working days.

Exceptions are:

• Clothing that needs to be printed
• Shipping within 1-3 working days
• Stringing of rackets
• Delivery within 1-3 working days
• In complete orders
• Dispatch as soon as the order is complete

If you choose to have your new badminton racket, squash racket or tennis racket strung, this will delay delivery. Our stringing expert will string your new racket as soon as possible. Your complete order will be shipped within 1 to 3 working days.

If you choose to have your new clothes printed with a name or logo, this will delay delivery. Our printing service will provide your new clothes with a beautiful print as soon as possible. Your entire order will be shipped within 1 to 3 working days.

KW FLEX badminton shop ships orders all over the world, with a few exceptions.

We do not ship to:

• Russia
• Belarus
• Countries or islands where the standard Post NL delivery does not come

If you entered an incorrect address or details during the ordering process in the KW FLEX webshop. If the delivery does not arrive and is returned, we will refund the value of the items (excluding shipping costs). However, you are responsible for return shipping costs and any import duties, duties and/or taxes imposed on the package. This amount will be deducted from the order refund.

We do our best to process orders as quickly as possible once a payment has been processed. Do you still want to change, cancel or add something after your payment? Call/Whatsapp us on +31616501686 with the details below:

• Order number
• Name
• What needs to be changed, canceled or added

If the order has not yet been processed, we can see what the options are. Our colleague will instruct you further regarding the next steps.

If an order is complete and has been shipped, it is unfortunately not possible to adjust the existing order.

If you are missing a particular item in our range, please let us know via the contact form, Facebook or at [email protected]. If possible, we will always order the item for you and add it to our range!

With us, you can order articles from a wide range of brands. KW FLEX supplies on behalf of: Yonex, Victor, Carlton, FZ Forza, Doudble, F.I.T. Balsam, Dunlop, Erima, JAKO and BAMA.

Yes, we have measured, weighed and viewed all badminton rackets ourselves. The size of the handle of the badminton racket was measured, the balance point and flexibility were determined and the weight of the racket excluding strings was weighed.

We have tested almost all badminton rackets. The clothing, shoes, etc. have not, but we do know from customer reaction how they are perceived.

In case of defects in our products, where factory warranty may apply, these should always be returned to our suppliers. We are not initially responsible for the cost of returning these products. After review by our supplier, if the claim is approved, we will send you a new copy of the same product free of charge. Should the same item no longer be available, we will ship a similar product in consultation with you. It is important to note that strings of rackets are not reimbursed under the manufacturer's warranty.

Of course, your return costs will also be refunded if you are entitled to the manufacturer's warranty.

Please follow the step-by-step plan below.

Step-by-step plan

1. You believe that you are entitled to the manufacturer's warranty and that the product has not been mishandled
2. Reasons why warranty claims may be rejected:
• Paint damage to rackets showing that the racket has been in contact with an object other than a shuttle
• More KGs have been put on the frame at your request when this exceeds the maximum
3. You contact KW FLEX at [email protected] and explain the situation. Often we can already do an initial assessment and estimate the chances of success
4. If the manufacturer's warranty is used, the product must be sent to the supplier.
• You send the product directly to the supplier using a KW FLEX shipping label
• You send the product to KW FLEX using a shipping label
5. You initially pay the return costs yourself
• The request is rejected by the supplier, the shipping costs are NOT refunded, and you do not receive a replacement product
• The request is approved, the shipping costs ARE refunded, and you are entitled to the same article (or equivalent), which is sent to you free of charge

In the event of a break in the handle and/or grip, the racket will in most cases be reimbursed with the same racket without discussion. If this racket is no longer available, an alternative will be supplied in consultation with the customer. Torn or broken racket sheets will only be reimbursed if there is no paint damage caused by collision with another object. If in doubt, it is always wise to contact us first. Please send us a message with date of purchase, photos and explanation of the problem to [email protected].

At KW FLEX, you always have 30 days after delivery to examine your item and, if it is not to your liking, to return it. This may be done without giving a reason, but we always want to improve our service, so of course we would like to hear why you are returning it. In this way, we can adjust the product description or photos if necessary, so that other users can read more or the correct information (unfortunately, even we sometimes make mistakes or receive incorrect information).

Products should always be returned unused and in the original unopened article packaging. Of course, you may try on your shoes and clothing and try them inside on a soft surface. You may try on rackets in the hall, but please make sure there is no damage to the racket (kicking the shuttle off the ground, bumping into other objects).

In the following situations a product cannot be returned:

• Rackets with the plastic removed from the grip. (Put a temporary test grip on it)
• Rackets that have been strung according to your preferences.
• Clothing that you have had printed.
• Shoes and clothing must still have the card attached to the product.

The cost of returning letterbox mail is borne by the buyer.

The cost of returning parcel post is:

• €6.95 in the Netherlands
• €8.95 in Belgium
• €8.95 in Germany
• €13.95 in France

The cost of returning parcel or letter post from countries other than the Netherlands, Belgium, France or Germany is entirely the responsibility of the buyer.

If the product ordered was not to your liking, for whatever reason. You can return the item to us in many cases.

Go to our returns portal:

Return portal

Go through the following steps:

1. Use the postcode of the delivery address and the order number to start the return procedure.
2. Select the products to be returned and the reason for the return.
3. Then select your method of refund. We can give you a refund or shop credit.
4. Would you like a different size? In that case, create a new order.
5. Select how you want to return the product: via a delivery point (above return costs) or in store (no return costs).
6. Check your details
7. Confirm and pay the return costs if necessary
8. Download the return label (also sent via e-mail)
9. Return the parcel
10. If the parcel is received neatly and meets our conditions, the money will be refunded within 5 working days.

You may also use your own return label. In this case, please send the track & trace link to [email protected].

Yes, you can always return your racket, but there are a few conditions.

If it concerns a racket with factory stringing, then it is certainly not a problem.
If it concerns a racket with a stringing of your choice, a % will be deducted from the value of the racket. This varies per type of racket and situation, and is determined upon return of the racket.

You may not return your racket if it is damaged through your own actions.

Regardless of whether you purchased a product in the sale, promotion or regular range. Everything can be returned if it meets our conditions. You can read this on the returns page.

If you have only ordered a Pre-order item, you will be sent the product as soon as it is delivered to KW FLEX by the supplier. In most cases, the given dates are reasonably correct. However, there can sometimes be exceptions, taking longer than expected.

Have you ordered multiple items, including out-of-stock or Pre-order products? Then we will wait to ship until the order is complete. Please take this into account when ordering products.

Of course, it is no problem to send a partial delivery if you like. In that case, please indicate this at [email protected] or call us at: + 31-616501686. There will probably be extra costs involved.

Depending on the country, weight and dimensions, we will calculate shipping costs for the partial delivery. Therefore, always ask us what it costs. If you agree, we will send an additional payment request, after which we will send the partial delivery.

The lowest price guarantee is guaranteed on items that are regular range and sold as full size at competitors. If only a few sizes are available from competitors, we cannot replicate this on a one-to-one basis. Also, not valid with promotions. In some cases, shipping costs and the amount from which there is free shipping must be taken into account. If there are shipping costs, this must always be added to the amount. 

KW FLEX is based in the Netherlands and therefore payment is always made in Euros. If you change the currency from Euro to e.g. Pounds, Dollars, Yen, etc., the check-out page will display the products in the relevant currency.

BUT shipping costs, total excluding VAT, VAT and total including VAT are always calculated in Euros.

Unfortunately, it is not technically possible to change this.

In Europe, you always pay the VAT that applies to your country. In a number of countries, VAT is reverse-charged, meaning that no VAT on the purchase is payable to KW FLEX.
These countries are: Norway, Switzerland and Monaco and all countries outside the EU. Separate rules apply to the UK (see next point).

The UK is considered a non-EU country, which means that we apply the 0% rate on purchases in the Netherlands. This means you do not owe Dutch VAT.

BUT if the value of your order is less than or equal to 135 GBP, we have to calculate the 20% UK VAT and KW FLEX will remit this amount.
The GBP 135 is exclusive of shipping costs, exclusive of payment costs and the price exclusive of VAT. If charged in another currency, the order total will be converted to British pounds (GBP) according to the current rates, which are updated every 24 hours.