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Warranty & Exchanges

Exchanges

  • All products purchased at Joola Store in Hong Kong & Macau cannot be returned or exchanged. Exceptions for exchange will be allowed for defective products only. Please refer to our Sales Terms and Conditions for full policies.

  • You have 14 calendar days to exchange a defective item from the date of purchase.

  • To be eligible for an 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 exchanged if worn or washed.

  • A receipt or proof of purchase must be presented to make an exchange.

  • All exchanges must have an Exchange Merchandise Authorization (EMA) number provided by our Customer Service.

  • Please note that additional shipping and handling charges will apply. If the 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 non­-refundable.

  • 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 an 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

  • Tables

  • Glues

  • Cleaners

  • Edge Tapes

Important Note on Tables

  • When your table arrives, inspect all packaging and merchandise carefully

  • If the item or the packaging appears to be damaged, refuse delivery

  • Contact JOOLA Hong Kong & Macau customer support immediately to have a replacement item shipped

  • Returns, refunds, or exchanges cannot be guaranteed once the item has been signed for 

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 non-refundable unless the return is a result of defect.

Contact Us

If you would like to start an exchange because of defective item on your purchase, or have any questions regarding the exchange process, please contact our Customer Service. Please provide your order number. Our customer service representative will assist you with an Exchange Merchandise Authorization (EMA) number. Items mailed back without an EMA number will not be accepted nor processed.

Please fill out this form to be contacted by email or reach us by phone at +852 6082-6999 from 0900 to 1700 HKG Time, Monday through Friday.

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