Warranty policy
BadmintonHQ covers items for genuine manufacturing defects for a period of 30 days, beginning on the date of delivery. Any issues that arise within 30 days as a result of use will be passed across to the brand or supplier for that product to begin the warranty process. Any issues that arise after 30 days will also be passed to the brand or supplier.
Strings and grips are considered consumable parts and are not covered under warranty unless an issue is visible and reported on receipt of the goods. To prolong the lifespan of your strings, please ensure that your racket is strung to a suitable tension for your ability level. Higher tension strings are more likely to snap from mis-hits, so it is important to make sure the tension you choose is correct for you.
Email support@badmintonhq.co.uk with clear images of the damage and your order number. Cases are assessed quickly and replacements are arranged where the claim is accepted.
Three common scenarios cover most warranty cases. Each one starts with a quick email to BadmintonHQ so the case can be opened and the right next step put in place.
When reporting damage on receipt of goods, whether transit damage or a manufacturing defect, BadmintonHQ will strive to resolve this as quickly as possible. Email support@badmintonhq.co.uk with an image of the damage or fault and a brief explanation.
Once reported, BadmintonHQ will provide a prepaid return label so the item can be sent back completely free of charge, provided the item is unused and unpackaged. Once returned, a replacement is actioned, or a full refund if the item is unavailable. Please ensure that any packaging, such as the plastic on racket grips or tags on shoes and clothing, remains intact.
BadmintonHQ covers genuine manufacturing defects up to 30 days from the date of delivery, providing these are legitimate and evidenced manufacturing defects. If the damage is caused through use or wear, the case is passed across to the supplier to begin the official warranty process.
To report damage to your item, send an email to support@badmintonhq.co.uk including images of the damage and your order number. The images will be passed across to the supplier for assessment. The supplier may require the item to be shipped back to them for an in-person inspection to determine whether the damage is due to a defect or whether it is down to use.
BadmintonHQ aims to resolve warranty cases as quickly as possible, but cannot set a guaranteed timeframe if the item needs to be sent back to the supplier. All cases are actively followed up to ensure the quickest resolution possible.
To report damage to your item after 30 days, send an email to support@badmintonhq.co.uk including images of the damage and your order number. The images will be passed across to the supplier for assessment.
The supplier may require the item to be shipped back to them for an in-person inspection to determine whether the damage is due to a defect or whether it is down to use. As above, BadmintonHQ aims to resolve warranty cases as quickly as possible, but cannot set a guaranteed timeframe if the item needs to be sent back to the supplier. All cases are actively followed up.
If you are sending a racket back for warranty inspection, you must not remove the strings from the frame of the racket. The strings fitted at the time of the break play a big part in the warranty assessment, so if these are removed prior to returning, the warranty will be refused.
If your racket has been strung above the maximum tension shown on the product page, this will also void the warranty.
Heads up: strings and grips are considered consumable parts and are not covered under warranty unless an issue is visible and reported on receipt of the goods.
Every case ends in one of two outcomes. Both are communicated to you as soon as the decision is in.
If your warranty case has been accepted, you will hear from BadmintonHQ immediately to arrange a replacement item. A refund is issued if BadmintonHQ is no longer able to supply the item originally purchased.
In the case of an accepted warranty, BadmintonHQ will cover all postage costs incurred when returning the item, along with the replacement.
If your warranty case has been opened with the supplier and they decline the claim, you will be informed immediately along with the reason for the refusal. If the supplier declines the claim, the decision is final and BadmintonHQ is unable to take it further.
If your claim was declined and you are within 6 months of the purchase date, BadmintonHQ offers a crash replacement policy: a 10% discount on a replacement product. This does not include postage costs and is subject to BadmintonHQ's discretion.
Quick answers for the most common BadmintonHQ warranty, replacement and refund questions.
In the case of an accepted warranty, BadmintonHQ covers all postage costs incurred when returning an item and the subsequent replacement. If a warranty case is refused, or the item is returned prior to authorisation, the customer is responsible for the postage costs incurred.
The warranty only covers defects or damage caused by a manufacturing flaw. For example, if your racket has broken due to a clash or other impact, this would not be covered under warranty. For products like shoes or clothing, wear and tear would not be covered under warranty. Due to the nature of the sport, a reasonable level of wear is expected, regardless of the quality of the product. Rackets that have been restrung elsewhere and are damaged after this point will generally not be covered under warranty.
BadmintonHQ cannot give a guaranteed timeframe for warranty assessments, due to necessary contact with the supplier and the possibility of having to ship the item back for an in-person inspection. BadmintonHQ does, however, strive to complete warranties as quickly as possible and keep you up to date with any progress.
If BadmintonHQ has already covered your item under warranty and the replacement has been broken too, this would not be covered under warranty, regardless of the timeframe.
Damage on arrival is treated as a priority. Email support@badmintonhq.co.uk with photos of the damage and your order number, and BadmintonHQ will provide a prepaid return label so the item can be sent back free of charge, provided the item is unused and the packaging is intact.
Strings and grips are considered consumable parts and are not covered under warranty unless an issue is visible and reported on receipt of the goods. To get the longest possible life from your strings, make sure your racket is strung to a tension that suits your ability level. Higher tension strings are more likely to snap from mis-hits.
No. The strings fitted at the time of the break are a key part of the warranty assessment. If the strings are removed before the racket is returned, the warranty will be refused. If your racket has been strung above the maximum tension shown on the product page, the warranty will also be voided.
BadmintonHQ has a separate page covering common warranty examples, with photos and explanations of which situations are usually covered and which are not. View the warranty examples page for a clearer steer before getting in touch.
For warranty claims, faulty items or damage on arrival, contact BadmintonHQ with your order number and clear photos of the issue.
