General Warranty Information
JOOLA Australia offers a Limited Manufacturer’s Warranty covering defects in materials and workmanship. This warranty excludes damage from improper use, negligence, misuse, transportation, acts of nature, or accidents (including failure to follow the provided product instructions).
Warranty periods vary by product and commence from the date of purchase. The warranty applies only to the original purchaser and is valid solely within Australia. JOOLA’s liability under this warranty is limited to the repair or replacement, at its sole discretion, of any defective product and excludes liability for direct, indirect, incidental, or consequential damages.
Warranty Period and Product Categories
- Table Tennis Equipment: Up to 2 years from the date of purchase.
- Pickleball Equipment: 6 months, extendable to 1 year if registered within 14 days of purchase.
- Other Accessories: Up to 6 months, subject to product registration for certain items.
Please refer to individual product information for specific warranty details.
Important Note on Items Purchased Through Authorised Retailers
For purchases made through authorized retailers, customers should first approach the retailer within 30 days of purchase for exchanges or returns before contacting JOOLA Australia for warranty claims.
Warranty Claim Process
To initiate a warranty claim, please follow these steps:
1. Submission
Contact JOOLA Australia’s Customer Service via the Contact Us Page or by email at info@joola.com.au. Please provide:
- Your full name, address, and contact number.
- The SKU or model number of the product.
- A brief description of the issue.
2. Verification
After submission, JOOLA Australia will request proof of purchase and documentation (photo or video) of the defect. JOOLA Australia will confirm that the item was purchased from JOOLA or an authorised JOOLA retailer before proceeding.
3. Shipping Responsibility
Customers are responsible for shipping the product to JOOLA Australia if the item value is AUD $150 or more. For lower-value items, shipping instructions will be provided by Customer Service.
4. Repair or Replacement
JOOLA reserves the right to repair or replace defective products. Replacements will retain the original product's remaining warranty period.
Pickleball Paddle Limited Manufacturer’s Warranty
For JOOLA Pickleball paddles, this warranty covers manufacturer defects, missing parts, and workmanship for 6 months from the purchase date.
Coverage includes:
- Major defects in workmanship and materials when used under normal conditions.
Limitations:
- The maximum replacements allowed per customer:
- 6-month warranty: Up to 2 replacements.
- 1-year warranty: Up to 3 replacements.
Limitations and Exclusions
What is Covered
This warranty covers:
- Manufacturing defects.
- Missing parts at the time of delivery.
What is Not Covered
This warranty does not cover:
- Normal wear and tear.
- Damage due to improper use or handling, including transportation damage.
- Fading of graphics or cosmetic deterioration.
- Use in commercial applications or rentals.
- Products that have been modified, altered, or repaired by unauthorized persons.
- Purchases made from non-authorized JOOLA dealers or items bought in used condition.
- Products not registered or those without proof of purchase.
Note: JOOLA Australia may consider cases outside warranty conditions; please reach out to discuss potential options.
Important Note on Shipped Tables
Customers should refuse delivery of visibly damaged items. Once a damaged item is accepted and signed for, JOOLA Australia may not accept returns, refunds, or exchanges.
Remedies Under Australian Consumer Law
In addition to this warranty, JOOLA products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). If a product fails to meet acceptable quality standards, customers may be entitled to a remedy, such as repair, replacement, or refund.
Paddle Registration
For Pickleball paddles featuring NFC Chip technology or purchased via authorised JOOLA dealers, registration is required to extend the warranty from 6 months to 1 year.
Contact Us
To file a warranty claim or for any questions regarding JOOLA products, please submit a form via our Contact Us page, Monday to Friday, 8:30am-5pm AEST (excluding public holidays).