11six24 Return Policy: 5 Things You Need to Know (2026)
Finding the perfect pickleball paddle is a major investment in your game. Because pickleball technology-specifically carbon fiber faces and foam-injected edges-feels different to every player, it is completely normal to wonder what happens if you buy a paddle and it just doesn't fit your play style. That is exactly why so many players search for the 11six24 return policy before clicking "buy."
Whether you are eyeing the high-performance 11six24 Hurache or the Monarch series, you need to know if you can actually test the paddle on the court before committing to it. Unlike many large athletic retailers that require items to be completely unused, 11six24 offers a unique policy that balances a standard return window with a player-friendly "trial" period.
This comprehensive guide covers everything you need to know about the 11six24 return process. We will break down the specific return window, the difference between a simple "change of heart" and a warranty claim for delamination, and the exact steps to ensure you don’t lose money on unexpected fees.
Whether you received a paddle as a gift, ordered the wrong weight, or are dealing with an out-of-the-box defect, this guide provides the clarity you need. Information is based on the latest available brand data and has been verified for 2026.
Overview of the 11six24 Return Policy
11six24 operates with a transparent, digital-first strategy. Because they are a specialized, direct-to-consumer brand, they handle all returns through an online portal rather than physical stores. The standout feature of their policy is the "30-Day Play Test," which allows you to return a used paddle, provided you are willing to pay a small processing fee.
Here is a quick breakdown of how returns work at 11six24:
| Topic | Details |
|---|---|
| Return Window | 30 days from the date of delivery. |
| Eligible Items | Unused gear (full refund) and used paddles (subject to a fee). |
| Return Methods | Mail-in only via the official 11six24 Returns Portal. |
| Refund Method | Original payment method or store credit. |
| Non-returnable Items | Final sale, clearance, gift cards, and worn apparel. |
| Fees | Customer pays return shipping; $10 fee for used paddles. |
Return Window & Eligibility Requirements
Understanding the timeline and condition requirements is the most important part of getting your money back.
Standard return window
You have exactly 30 days from the date your package is delivered to decide if your 11six24 gear is right for you. It is highly important to remember that the clock starts when the tracking number shows "Delivered," not the day you take it out of the box or use it for the first time.
Online vs in-store return windows
Because 11six24 is primarily a direct-to-consumer e-commerce brand, there are no physical 11six24 retail stores to visit. Therefore, an in-store return directly to the brand is not possible.
If you purchased your 11six24 paddle through a third-party retailer or local pro shop (such as Pickleball Central), you must follow that specific retailer's policy. Unlike a traditional brick-and-mortar store like the Ross Dress for Less return policy where you can walk up to a register, direct-to-consumer brands require you to process everything digitally. This guide focuses exclusively on purchases made directly at 11six24.com.
What items qualify for returns?
- New Paddles: Eligible for a full refund (minus shipping costs).
- Used Paddles: Eligible under the "Play Test" rule (refund minus shipping and a $10 fee).
- Apparel: Must be unworn, unwashed, and have the original tags attached.
- Accessories: Items like overgrips, lead tape, edge guards, and pickleballs must be in their original, unopened packaging.
Conditions for accepted returns (The "Shrink Wrap" Rule)
If you want a full refund without any restocking fees, the paddle must be in absolutely pristine, new condition. For 11six24, this means the plastic shrink-wrap must remain on the handle.
The moment you remove that plastic wrap from the grip, the return shifts from "New" to the "Used/Play Test" category. Furthermore, if you are returning apparel, it must be free of any perspiration odors, stains, or court wear. If you are curious about how this compares to everyday clothing policies, boutique activewear often has much stricter rules than casual wear; for instance, the LOFT return policy after 30 days differs greatly from specialized sports equipment rules.
Paddle Warranty vs. Standard Return
One of the most confusing topics for pickleball players is the difference between returning a paddle and filing a warranty claim. They are two entirely different processes.
Standard Return (Within 30 Days): You bought the Hurache, played a few games, and decided the swing weight is too heavy for your style. The paddle is not broken; you just don't like it. This falls under the standard 11six24 return policy "Play Test" rules. You will pay a fee, and you will get the rest of your money back.
Warranty Claim (Limited Lifetime Warranty): You bought the paddle, and after a month of playing, the carbon fiber face starts peeling off (delamination), the core breaks, or the edge guard completely detaches. This is a manufacturer defect. 11six24 offers a Limited Lifetime Warranty against these specific manufacturing issues. You do not process this as a return; instead, you must email their support team with photos to file a warranty claim. Note that normal wear and tear, graphics fading, or scraping the paddle on the court surface are not covered by the warranty.
How to Return Items to 11six24
Since there are no physical stores, every online return must be mailed back to the brand's warehouse. 11six24 makes this straightforward through their automated system.
The Pre-Return Checklist
Before you pack up your paddle, follow these quick steps to protect yourself:
- Take clear photos of both sides of the paddle face.
- Take a photo of the edge guard.
- Take a photo of the handle (showing whether the plastic is on or off). Having these photos protects you in case the paddle is damaged in transit by the shipping carrier.
Online return process
You do not need to call or email customer service to get started. Simply visit the official 11six24 Returns Portal (found on their website). You will need your order number and the email address used to make the purchase.
Mail-in return process step-by-step
- Log in: Open the 11six24 Returns Portal and enter your order details.
- Select items: Choose the exact paddle or apparel you wish to return and select the reason (e.g., didn't like the feel, wrong weight).
- Choose refund type: Select whether you want store credit or a refund to your original payment method.
- Get your label: Download and print the generated shipping label.
- Pack it up: Place the paddle securely in a box. Using the original shipping box is highly recommended to protect the carbon fiber face.
- Drop it off: Attach the label and drop the package at the designated carrier location (usually USPS or UPS).
Return label instructions
11six24 provides a convenient pre-paid shipping label through their portal. However, you need to know that this is not a "free" label. The cost of return shipping will be deducted from your final refund amount. The only time this fee is waived is if 11six24 made a mistake (like sending you the wrong paddle) or if the item arrived completely defective.
Refunds & Processing Time
Once you hand your package over to the mail carrier, the waiting game begins. Here is what to expect regarding your money.
- Refund Method: Credits are issued directly back to your original credit card, PayPal, or Shop Pay account. Alternatively, you can choose store credit.
- Processing Time: Once the 11six24 warehouse receives your package, it must be unpacked and inspected. Expect a processing time of 5 to 10 business days before the refund hits your bank account.
- When refunds may be denied: Returns can be rejected if a used paddle shows excessive abuse. The "Play Test" covers normal playing conditions. If you smash the paddle against a net post in frustration and then try to return it, the warehouse will reject the return.
11six24 Exchanges: Can You Swap Paddles?
If you like the brand but just chose the wrong model, taking advantage of the exchange policy is a great option.
Exchange time window
The time frame for an exchange is the exact same as a return: you have 30 days from the date of delivery to initiate the swap.
Eligible items
You can easily exchange a paddle for a different model. For example, if you bought the Hurache Control but realized you need more pop on your drives, you can exchange it for the Hurache Power.
Steps for requesting an exchange
The process is identical to a standard return. Just select "Exchange" in the online portal instead of "Refund." In many cases, once the shipping carrier scans your return package, 11six24 will automatically trigger the shipment of your new paddle. This minimizes your downtime off the pickleball court.
Non-Returnable or Restricted Items
Like all retailers, 11six24 has a list of non-returnable items. Make sure you are aware of these before buying:
- Final Sale Items: Anything purchased from the "Outlet" or "Clearance" section is strictly final sale.
- Gift Cards: Both digital and physical gift cards cannot be returned or redeemed for cash.
- Customized Gear: If you modify the paddle by adding lead tape, custom edge guard tape, or changing the grip, it cannot be returned under the play test policy. (You must remove any added tape before returning a play-tested paddle).
- Used Apparel: For hygiene reasons, clothing, hats, and socks that have been worn during play or washed cannot be returned.
Fees, Deductions & Exceptions
The biggest pain point for shoppers is unexpected fees. 11six24 is a smaller, boutique brand, so they do not absorb shipping costs the way massive corporations do.
- Restocking Fee: A strict $10 restocking fee applies specifically to used paddles returned under the 30-day play test. This covers the cost of inspecting and processing "demo" gear.
- Return Shipping Fees: The cost of the return shipping label (usually between $8 and $15 depending on your location) is deducted from your refund. Original shipping charges are also non-refundable.
- Exceptions (No Fees): If you receive the wrong item, or if the paddle has a visible manufacturer defect right out of the box, all shipping and restocking fees are waived.
Holiday & Extended Return Policies
Buying a paddle as a Christmas gift? 11six24 usually offers a helpful holiday return policy.
Typically, orders placed between November 15th and December 25th benefit from an extended return window. During this season, items can usually be returned through January 31st of the following year. However, because this is an unwritten seasonal rule, always verify the exact holiday dates on a banner on their homepage during the winter months.
Customer Support & Contact Information
If your issue cannot be solved through the automated returns portal, you will need to reach out to their team directly.
- Email: hello@11six24.com
- Hours of Operation: Monday through Friday, 9:00 AM – 5:00 PM (EST).
- Live Chat: Sometimes available on their website during peak business hours.
- Customer Support Tip: Always include your order number and photos (if applicable) in your very first email. This dramatically speeds up their response time.
If you are researching policies for other types of recreational equipment to ensure you're covered, you might also want to read our HASA's return policy guide.
Frequently Asked Questions (FAQ)
Can I return an 11six24 paddle if I have played with it?
Yes. 11six24 offers a unique 30-day play test. If you play with the paddle and don't like it, you can return it. However, a $10 restocking fee and the cost of return shipping will be deducted from your refund.
Does 11six24 offer free return shipping?
No. The brand provides a convenient shipping label through their online portal, but the cost of that label is deducted from your total refund amount unless the item arrived defective.
What happens if my Hurache paddle delaminates?
Delamination or core crushing is considered a manufacturer defect. This is covered under their Limited Lifetime Warranty, not the standard 30-day return policy. You should email support with photos to file a warranty claim.
Can I return a paddle without the original box?
Yes, you can use your own packaging. However, you must ensure the paddle is packaged very securely. If the carbon fiber face is damaged in transit because of flimsy packaging, your return may be denied.
How long does a refund from 11six24 take?
Once your package arrives at the 11six24 warehouse, it usually takes 5 to 10 business days for the team to inspect the item and process the refund back to your original payment method.
Can I return online orders in-store?
No. 11six24 is a direct-to-consumer online brand and does not operate physical retail stores. All returns must be mailed back using their online portal.
What items are non-returnable at 11six24?
Items marked as "Final Sale" or "Clearance," digital gift cards, customized/modified gear, and apparel that has been worn or washed are entirely non-returnable.
Does 11six24 charge a restocking fee?
Yes, but only for used gear. If you return a paddle that has been played with (the plastic wrap is off the handle), a $10 fee is deducted from your refund. Unused paddles returned in original packaging do not incur this fee.
How do I return a damaged or wrong item?
If your item arrived damaged or you received the wrong model, do not use the standard returns portal right away. Instead, email hello@11six24.com within 48 hours with photos of the issue so they can waive all return fees and send a replacement.
Can I return a gift to 11six24?
Yes, but it can be tricky. You will need the original order number and the email address of the person who bought it for you to access the returns portal. If you request a standard refund, the money will go back to the gift giver's credit card. To avoid this, opt for an exchange or store credit.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official 11six24 website. Information verified April 2026.
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