Refund policy

Refund & Return Policy

Last updated: June 12, 2026

We want you to love your gear. If you are not completely satisfied with your purchase, we're here to help.

1. Return Window

You have 30 days from the date of delivery to request a return. To be eligible, your item must be unused, in the same condition that you received it, and in its original packaging with all tags and accessories included.

2. Non-Returnable Items

The following items cannot be returned:

  • Items marked as Final Sale or clearance
  • Gift cards
  • Used paddles, apparel that has been worn or washed, or items showing signs of play/wear
  • Grip tape, overgrips, and other hygiene-sensitive accessories once opened

3. How to Start a Return

To start a return, contact us at info@joola.store with your order number and the reason for your return. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

4. Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or credit card company may take additional time to post the refund.

Original shipping charges are non-refundable. Return shipping costs are the responsibility of the customer unless the item arrived damaged or defective.

5. Exchanges

The fastest way to get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We are happy to help you choose the right size or model — just reach out.

6. Damaged or Defective Items

Please inspect your order upon delivery and contact us immediately (within 7 days) if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right at no cost to you.

7. Manufacturer Warranty

Paddles are covered against manufacturing defects in materials and workmanship for the period stated on the product page. Normal wear and tear, cosmetic damage, and damage caused by misuse are not covered.

8. Contact

Questions about returns or refunds? Email us at info@joola.store.