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Refund and Returns Policy

Returns/Exchanges

  • All JOOLA Canada returns, exchanges or refund requests must first be authorized by contacting our Customer Service Department.
  • Unless this is a warranty inquiry, if the JOOLA products were purchased from a third party vendor, any returns and exchanges must be handled directly through them.
  • You have 30 calendar days to return/exchange an item from the date of purchase.
  • To be eligible for a return/exchange, your item must be new, unused and contain all original packaging and accessories.
  • Rubber, nets, and balls cannot be returned if opened, unless item is defective.
  • Apparel cannot be returned if worn or washed.
  • A receipt or proof of purchase must be presented to make a return or exchange.
  • All returns or exchanges must have Return Merchandise Authorization (RMA) approval provided by our Customer Service.
  • Please note that additional shipping and handling charges will apply. If the return or exchange is a result of our error or defect, you will not be charged for return shipping and handling.

Shipping

  • Customers are responsible for all shipping costs incurred on all returns or exchanges. Shipping costs are non­refundable.
  • Collect on Delivery (COD) shipments will not be accepted.
  • Items that are deemed to be unacceptable for resale cannot be refunded. Please ensure that items are properly packed to protect against damage during delivery.
  • If return or exchange is the result of our error or defect, shipping costs will not be incurred.

Exclusions

The following items are NOT returnable or exchangeable unless defective or the result of our error.

  • Assembled Rackets
  • Glues
  • Cleaners
  • Edge Tapes

Refunds

  • Upon receipt and inspection of your returned items, you will be notified regarding your refund.
  • If approved, a refund will then be issued within 7 business days.
  • Refunds will only be made to original method of payment.
  • Shipping costs are nonrefundable unless the return is a result of defect.

Start Return/Exchange

If you would like to start a return/refund or exchange on your purchase, please submit a Return/Exchange Request below to obtain Return Merchandise Authorization (RMA) approval. Items mailed back without RMA approval will not be accepted nor processed.

Unless this is a warranty inquiry, if the JOOLA products were purchased from a third party vendor, any returns and exchanges must be handled directly through them.

For all other questions, please contact us. Our hours are from 9AM to 12PM and 1PM to 5PM Eastern Time, Monday through Friday.

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