Pallia
Legal
The small print, written plainly.
How we handle your details, how orders work, and what to do if something is not right. These pages were last reviewed on 15 September 2026.
Terms of sale
Applies to all orders placed through this site.
1. About these terms
These terms apply when you buy anything from Pallia Ltd ("we", "us") through palliagroup.com. Please read them before you order. If you are buying as a consumer, nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
2. Placing an order
Your order is an offer to buy. We confirm it by email once payment has been taken; the contract is formed when we send that confirmation. If we cannot accept an order — for example because an item is unavailable or a price was shown in error — we will tell you and refund any payment in full.
The button you press to place an order will state clearly that it commits you to pay. Before that point you will be shown the total price, delivery cost (if any), and the expected delivery time.
3. Prices and payment
All prices are in pounds sterling and include VAT at the current rate. UK delivery is free at present; any delivery charge that applies is set out under Delivery & returns and shown with the total before you confirm your order. There are no other mandatory fees. Payment is taken in full at the time of ordering through our payment provider; we do not see or store your card details.
4. Bespoke rackets
A bespoke racket is made to your specification — the face material, colours, frame, lacquer, core, grip, hardware, wrist cord and any engraving you choose in the configurator. When you order we send you the full build sheet within one working day to confirm. If a combination will not work as well in practice as it looks on screen, we will say so and agree a change with you before anything is made.
Because a bespoke racket is personalised to you, the 14-day right to cancel under the Consumer Contracts Regulations does not apply to it once we have confirmed the build. You may cancel or change your order free of charge at any time before that confirmation. After confirmation the racket is made specifically for you and cannot be resold, so it cannot be cancelled or returned unless it is faulty or not as described.
The on-screen preview is a rendered illustration. Real materials vary: carbon weaves, metallic and pearl finishes and leathers will differ slightly from the preview and from one racket to the next. This variation is part of a handmade product and is not a fault.
Bespoke rackets take six to eight weeks to make and deliver. By placing the order you agree to that delivery time. If we cannot meet it we will contact you with a revised date; if that is not acceptable you may cancel and receive a full refund.
5. Balls, grips and accessories
These are stock items. Orders placed by 2pm on a working day are dispatched the same day where possible; otherwise the next working day. You have a 14-day right to cancel — see Delivery & returns below.
6. Faulty or incorrect goods
If anything arrives damaged, faulty or not as described, contact us at enquiries@palliagroup.com within 30 days for a full refund, or at any time within six months for a repair or replacement. We will cover the cost of returning faulty goods.
7. Our liability
We are responsible for foreseeable loss caused by our breach of these terms. We do not exclude or limit our liability for death or personal injury caused by negligence, for fraud, or for anything the law does not allow us to exclude. We supply goods for domestic and private use; we are not liable for business losses.
8. Disputes
If you are unhappy with anything, please tell us first — most things can be sorted out quickly. These terms are governed by the law of England and Wales, and you may bring proceedings in the courts of England and Wales (or Scotland or Northern Ireland if you live there).
Delivery & returns
Delivery
| Balls, grips and accessories (UK) | Free tracked delivery, 2–3 working days from dispatch. |
|---|---|
| Bespoke rackets (UK) | Free insured, signed-for delivery within 6–8 weeks of build confirmation. |
| Outside the UK | On request — email us before ordering and we will quote. Duties and import taxes are the recipient's responsibility. |
UK delivery is currently free on every order, and any delivery charge that applies in future will be shown with your total before you confirm the order. If you cancel a stock-item order under the 14-day right, we refund the goods and any standard delivery charge you paid.
Changing your mind (stock items)
Under the Consumer Contracts Regulations 2013 you may cancel an order for balls, grips or accessories for any reason within 14 days of receiving it. Tell us by email within that time, then return the goods within 14 days of telling us. Items should be unused and in their original packaging; you are responsible for the cost of the return unless the goods are faulty. We refund within 14 days of receiving the goods, to the original payment method.
Pressurised canisters that have been opened cannot be returned unless faulty, because the balls begin to lose pressure once the seal is broken.
Bespoke rackets
Made to your specification, so not covered by the 14-day cancellation right once the build is confirmed (see Terms of sale, section 4). Faulty or misdescribed rackets are always covered.
How to return something
Email enquiries@palliagroup.com with your order number and we will send return instructions and a returns address. Please do not send anything back before hearing from us.
Privacy
Pallia Ltd is the data controller.
What we collect and why
| When you order | Name, delivery address, email, phone number, what you bought and, for a bespoke racket, your chosen specification and any initials. Used to make and deliver your order and to meet our legal and accounting duties. Lawful basis: performance of a contract, and legal obligation. |
|---|---|
| When you enquire | Name, email, organisation and your message. Used to reply. Lawful basis: our legitimate interest in responding to you. |
| When you browse | Standard server logs held by our hosting provider (IP address, browser, pages requested) for security and to keep the site running. Lawful basis: legitimate interest. |
Payment card details are handled entirely by our payment provider; we never receive them.
Who we share it with
Only the people needed to fulfil your order: our payment provider, our delivery carrier, and the workshop that makes bespoke rackets (they receive the build sheet and any initials, not your contact details). Our website is hosted by Netlify. We do not sell or rent personal data, and we do not use it for advertising.
Fonts
This site uses typefaces served by Google Fonts. When a page loads, your browser requests the font files from Google, which involves Google receiving your IP address. Google's privacy policy governs that request.
How long we keep it
Order records for six years after the order, to meet tax and accounting rules. Enquiry emails for up to two years. Bespoke build sheets are kept with the order so we can make a matching racket for you again.
Your rights
You can ask us for a copy of your data, ask us to correct or delete it, object to our use of it, or ask us to restrict it. Email enquiries@palliagroup.com. If you are not satisfied with our response, you can complain to the Information Commissioner's Office at ico.org.uk.
Cookies
This site does not currently use cookies, and does not use analytics or advertising trackers.
Your bag is remembered using your browser's local storage. That data stays on your device, is only used to keep your bag from one page to the next, and is not sent to us until you place an order. Because it is strictly necessary for the shop to work, no consent banner is required.
If we add analytics or other non-essential tools in future, we will ask for your consent first and update this page.