Warranty

 

General 

Our Limited Manufacturer's Warranty covers all defects in materials and workmanship. It does not cover damage due to improper usage, negligence, abuse, transportation damage, acts of nature, or accidents (including failure to follow the instructions supplied with the product). 

The warranty period varies between products.

The warranty period begins from the date of purchase unless otherwise noted. This Limited Manufacturers Warranty is available only to the original purchaser and is valid in the United States and Canada. JOOLA’s liability is limited to the repair or replacement, at its sole discretion, of any defect and does not include any liability for direct, indirect, incidental, or consequential damage of any kind. 

  • Important Note on Items Purchased Through Authorized Retailers: Customers should contact their original point of purchase to fulfill a return or exchange. 
  • Important Note on Items Purchased Through Unauthorized Retailers: Purchasing JOOLA products from unauthorized retailers—such as eBay, Facebook Marketplace, auction websites, and similar platforms—means JOOLA's warranty does not cover these items. 

1. Submission: 

  • To initiate a warranty claim, contact JOOLA Customer Service through the designated channel on our website. 
  • Provide your name, address, daytime telephone number, SKU number of the product, and a description of the problem. 

2. Verification: 

  • Once your case has been created, you will receive a message from JOOLA requesting a copy of your proof of purchase along with documentation of the damage or defect. Please note that warranty claims can only be initiated by the original purchaser, and the original purchase receipt must be provided.
  • JOOLA will verify that your item is purchased from JOOLA or an authorized JOOLA retailer. 
  • Video or photo documentation of the damaged or defective product will also be reviewed to proceed with the warranty claim.

3. Shipping Responsibility:

  • Customers are responsible for shipping the product back to JOOLA for warranty claims on items valued at 100$ or more.

4. Repair or Replacement:

  • JOOLA reserves the right to repair or replace, at its sole discretion, any defect covered by the warranty.
  • Warranty replacement paddles will be the exact same model as the original product; upgrades or model changes are not permitted.
  • Replacement products will inherit the remaining warranty period from the original product's purchase date.

5. Limitations:

  • JOOLA’s liability for warranty claims is limited to the terms outlined in this warranty document. 
  • This warranty is subject to change, and the latest version will be available on our website.
  • The maximum number of replacement paddles a customer may receive:
  • 6 month warranty: 2 replacements
  • 1 year warranty: 3 replacements

Sport Squad, Inc. (“JOOLA”) Limited Manufacturer Warranty is for the US ONLY. Registration on infinity.joola.com is required within 14 days of purchase for NFC chip paddles to be eligible for the extended warranty coverage. The warranty is non-transferable and only valid for the original purchaser. This Limited Manufacturer's Warranty is subject to change, and the latest version will be available on our website.

JOOLA warrants the paddles to be free from major defects in workmanship and materials when used for the intended purpose under normal use and conditions for a period of 6 months from the date of receipt on original purchase, unless otherwise stated, in the United States and Canada.

This warranty covers all manufacturer defects, missing parts, and workmanship. It does not cover damages through due to improper usage, negligence, abuse, transportation damage, acts of nature, or accidents (including failure to follow the instructions supplied with the product.)

If during the Limited Warranty period, any part or component of the product is found to be defective, JOOLA will, at their sole discretion: 

  • Replace the defective part or product with a new part or product (either the same model or of equivalent value). 
  • If purchased from an authorized retailer, please follow the retailers return/exchange policy prior to reaching out to JOOLA customer service.
  • JOOLA’s obligation to replace or exchange the part or product, shall not exceed the amount of the original purchase price of the product. 
  • JOOLA is not liable for loss of use of the product, or other consequential or incidental costs, expenses, or damages incurred by the customer.
  • Normal wear and tear, damage through improper usage, negligence, acts of nature, or accident (including failure to follow the instructions supplied with the product). 
  • Fading of graphics. 
  • Used in commercial applications or rentals. 
  • Modified or repaired by anyone not authorized by JOOLA. 
  • Purchasing from a non-authorized JOOLA dealer or purchasing in used condition. 
  • Not being the original purchaser.

*(If any of the above occurs, please still contact us and we will see what we can do to help you.) 
  • You must include THE ORIGINAL COPY OF YOUR SALES RECEIPT. 
  • You must submit a Customer Service Case through our case portal located on the Contact Us page to notify the company of the nature of the problem. Please note our hours of operation, M-F 8am-5pm EST, closed on major holidays. 
  • Please include your name, address, daytime telephone number, model number of the product, and a description of the problem. 
  • Customer is responsible for shipping the paddle back to JOOLA to validate the warranty claim.
  • Customers that buy through our website/authorized retailers and register their paddle can extend their paddle warranty from 6 months to 1 year.  
  • Registration on infinity.joola.com is required within 14 days of purchase for NFC chip paddles to be eligible for the extended warranty coverage. 
  • Customers who buy through our website or through our authorized retailers, but do not register, will only be eligible for the 6-month warranty period. 
  • Customers purchasing from unauthorized retailers—such as eBay, Facebook Marketplace, auction websites, or similar platforms—are not eligible for warranty coverage. 

For further assistance, please visit our Contact Us page for support.