Guarantee Policy

What our guarantee covers

Freestyle Sports guarantees, to the original purchaser, that every racket bought directly from us (in our shop or through this website) is free from manufacturing defects in materials and workmanship, when used as intended, for 3 months from the original date of purchase.

The guarantee applies to a racket that develops a fault during normal play. It covers structural breakage or cracking, with no signs of impact or misuse, in:

• The frame — head, shoulders and throat
• The shaft
• The handle (grip wear is not included — see below)

The guarantee does not cover the strings. Strings are a consumable part of the racket and can break at any time through normal play.

If your claim is approved

After we have inspected the racket, and confirmed it has a manufacturing defect, we will either replace it with the same or a similar model. If a replacement is not available, we will issue store credit equal to the purchase price, which you can use on any product in our shop or on this website. This is done within 14 working days of the claim being approved.

Replacement or store credit is the only remedy under this guarantee. We do not offer cash refunds. Our liability will never exceed the purchase price of the racket. A racket that has already been replaced under a guarantee claim cannot be claimed on a second time.

What is NOT covered

We are not liable for a racket that has been damaged because of any of the following:

• Wrong storage — e.g. left in a hot car or car boot, in direct sunlight, near a heater, in damp or extreme cold, or under heavy items. Heat and moisture weaken the frame.
• Breakage during stringing — a racket that breaks while being strung, by any stringer, or is damaged because it was not strung to the official stringing pattern.
• Over-tension — a racket strung above the maximum tension recommended by the manufacturer (printed on the shaft or shown on the product page). We do not tolerate this and it voids the guarantee.
• Strings and consumables — string breakage or wear, grips and overgrips, and bumper or grommet strips.
• Damage in transit by a buyer-chosen courier — see the packaging and delivery section below.
• Impact damage — cracks or breaks that come with dents, scratches or flat spots, from hitting the floor, wall, net post or a partner's racket, or from throwing or slamming the racket.
• Misuse and accidents — using the racket for anything other than badminton, sitting on it, closing it in a door or car boot, or any damage caused by a third party.
• Cosmetic damage and normal wear — scratches, paint chips, fading, or wear that comes from ordinary long-term use.
• Repairs and changes — rackets that have been repaired, modified or altered by anyone other than us.
• Rackets we did not sell — rackets bought elsewhere, second-hand, or with no proof of purchase. The guarantee is not transferable to a new owner.
• Demo, display and promotional items — and any item that was sold clearly marked as having no guarantee.
• Strings cut or removed before we have inspected the racket.
• Losses that follow from the defect — such as a missed tournament or match, or the cost of restringing.

How we pack your racket

Every racket we send out is inspected first, put in its protective cover, wrapped, and packed in a strong carton with padding so it can't move or be crushed on the way to you. We take breakage in transit seriously.

How to keep your guarantee valid

• Keep your receipt or order number — you will need it for any claim.
• Have the racket strung by a competent stringer on a proper machine, following the official stringing pattern.
• Stay within the tension range printed on the shaft — and comfortably below the maximum for a first stringing. Higher tension means a higher risk of frame breakage. If you are unsure, ask us.
• Store the racket in its protective cover or a racket bag, away from heat, sunlight and damp. Never leave it in a parked car.
• Check your racket often. If you see a hairline crack, stop playing with it and contact us — a small crack can turn into a break.
• Do not cut the strings before you contact us.

Standard returns

You can return an item within 7 days of delivery if it is unused, unstrung, and in its original packaging, or if it arrived damaged or is not the item you ordered. Full details of eligibility and exchanges for standard returns are on our Returns & Exchanges page.

Rackets in dispute (guarantee claims and damage claims)

When you say a racket is defective or has been damaged, the racket must first be delivered to our shop before we can look at the claim. We can't investigate or approve a claim on a racket we have not physically inspected.

• Bring or send the racket to: Cubes Exhibition, Shop A20 — opposite Smothers Dishes, next to MKU Towers & Sasa Mall, Moi Avenue.
• Deliver it with the strings intact and uncut, together with your proof of purchase.
• Pack it securely in a carton or its protective cover. If you send it by courier, that is at your own cost and risk until we receive it.
• The racket must be returned as it was when the problem happened. Please do not repair or alter it.

Reimbursement

Once we have inspected the racket, we will tell you our decision in writing (WhatsApp or email). If a replacement or store credit is due, we will complete it within 14 working days of approving the claim. Reimbursement is always made as a replacement product or store credit. We do not pay out cash or M-Pesa refunds.

Delivery fees are not reimbursed unless the problem was caused by our own error (for example, we sent the wrong item). If a claim is not approved, we will explain why, with photos, and the racket can be collected from our shop.

Every guarantee claim, damage claim or dispute is handled as a ticket, so that nothing gets lost and you always know where your claim stands. One ticket is opened for each racket.

What to include in your ticket

• Your name, phone number and the order number or receipt.
• The racket model and the date you bought it.
• A short description of what happened and when — including who strung the racket, the tension used, and how it has been stored.
• Clear photos of the damage (close-up and full racket), and of the carton if it arrived damaged.

Being honest and detailed helps us decide faster. Where our inspection shows the information given was not accurate, we may decline the claim.