Warranty Policy
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).
Warranty period varies between products.
The warranty period begins from the date of purchase unless otherwise noted. This Limited Manufacturer’s Warranty is available only to the original purchaser and is valid in Australia only. JOOLA Australia’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 Authorised Retailers: Customers should reach out to their original point of purchase within 30 days of purchase to fulfill a return or exchange prior to contacting JOOLA Australia to file a warranty claim.
Important Note on Items Purchased Through Unauthorised Retailers: Purchasing JOOLA products from unauthorised retailers—such as eBay, Facebook Marketplace, auction websites, and similar platforms—means these items are not covered by JOOLA Australia’s warranty.
Important Note on Shipped Tables: Customers should refuse delivery of any items that appear to be damaged. Returns, refunds, or exchanges may not be accepted once an item is signed for and delivery accepted.
Warranty Claim Process
Submission:
· To initiate a warranty claim, contact JOOLA Australia 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.
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 was purchased from JOOLA Australia or an authorised JOOLA retailer.
· Video or photo documentation of the damaged or defective product will also be reviewed to proceed with the warranty claim.
Shipping Responsibility:
· Customers are responsible for shipping the product back to JOOLA Australia for warranty claims.
Repair or Replacement:
· JOOLA reserves the right to repair or replace, at its sole discretion, any defect covered by the warranty.
· Replacement products will inherit the remaining warranty period from the original product’s purchase date.
Limitations:
· JOOLA Australia’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:
o 6 month warranty: 2 replacements
o 1 year warranty: 3 replacements
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Pickleball Limited Manufacturer’s Warranty
JOOLA Australia (“JOOLA”) Limited Manufacturer Warranty is for Australia ONLY. Registration on infinity.joola.com is required within 14 days of purchase to be eligible for the warranty policy. 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.
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Limited Manufacturer’s Warranty Period
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 in Australia.
Coverage
This warranty covers all manufacturer defects, missing parts, and workmanship. It does not cover damages due to improper usage, negligence, abuse, transportation damage, acts of nature, or accidents (including failure to follow the instructions supplied with the product).
Remedies
If during the Limited Warranty period, any part or component of the product is found to be defective, JOOLA Australia 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 authorised retailer, please follow the retailer’s return/exchange policy prior to reaching out to JOOLA Australia customer service.
Limitations
· JOOLA Australia’s obligation to replace or exchange the part or product shall not exceed the amount of the original purchase price of the product.
· JOOLA Australia is not liable for loss of use of the product, or other consequential or incidental costs, expenses, or damages incurred by the customer.
Exclusions – What is Not Covered
· 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 authorised by JOOLA Australia Pty Ltd.
· Purchasing from a non-authorised 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.)
Submit a Warranty Claim
· 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 include your name, address, daytime telephone number, model number of the product, and a description of the problem.
· The customer is responsible for shipping the paddle back to JOOLA Australia to validate the warranty claim.
Paddle Registration
· If the paddle you purchased has NFC Chip technology or was not purchased directly from JOOLA Australia Pty Ltd, you will have to register your paddle at https://infinity.joola.com/registration.
· If you register the paddle you purchased using the NFC Chip, you can extend your warranty from 6 months to 1 year.
· If you purchased your paddle via a JOOLA Authorised Dealer you must register your paddle on https://infinity.joola.com/registration.
· Registration is required to have your paddle covered by the limited warranty policy.
NFC Chip Warranty
· Customers that buy through our website and register their paddle can extend their paddle warranty from 6 months to 1 year.
· Consumers who buy through our website but do not register will only be eligible for the 6-month warranty period.
For further assistance, please visit our Contact Us page for support.