Warranty Guidelines
Complete warranty policy for Victor Racquets North America. Please read these guidelines carefully before submitting a warranty claim.
1. Warranty Period
All Victor products are covered by a one-year warranty from the date of purchase. Claims submitted more than one year after the purchase date are not eligible. The date on your proof of purchase is used to determine eligibility.
2. What Products Are Covered
Victor Racquets North America provides warranty service for rackets, bags, and shoes purchased from authorized retailers within North America. Products purchased outside of North America, or products bearing a non-North American serial number, are not eligible for warranty service under any circumstances.
3. What Is a Manufacturing Defect
For a warranty claim to be fully covered, it must be undeniably proven that the only possible cause of the product failure was a defect in the manufacturing process. This means there can be no evidence of any other contributing factor — no signs of impact, misuse, or external damage. If there is any indication that something other than a manufacturing flaw could have caused the failure, the claim cannot be fully covered.
This is a high standard by necessity. Once a product has been used, it becomes increasingly difficult to distinguish between a manufacturing defect and damage caused by normal play or impact. The physical condition of the product at the time of inspection is the primary basis for the warranty evaluation.
Rackets
Badminton rackets are constructed from graphite composite materials. When a graphite racket experiences an impact — whether from contact with another racket, the floor, a shoe, or any hard surface — it can create a micro fracturein the graphite structure, even if the racket appears visually undamaged at the time. These micro fractures spread gradually through normal use over weeks or months. A racket may play normally for an extended period after an impact and then break suddenly, because the original fracture has propagated through the frame to the point of failure. This is why a racket that “was fine for months” can still have broken due to a past impact rather than a manufacturing defect.
For this reason, only rackets with a clean frame showing no visible signs of previous impact — no dents, chips, cracks, scratches, or paint damage anywhere on the frame — can be considered for a true manufacturing defect determination. Any visible evidence of impact, no matter how minor, indicates that the racket has experienced trauma. Impact damage to a graphite racket is not covered under warranty, as it falls outside of normal use. Because of the nature of graphite fracture propagation, it is impossible to determine whether a break was caused by manufacturing or by a past impact once any evidence of trauma is present.
Strings and string labor are not covered under warranty.
Shoes
Wear and tear on shoes varies significantly depending on individual footwork, playing surface, and intensity of use. General wear is not a manufacturing defect. Only an egregious structural failure on a clearly new, lightly used shoe — where the failure cannot reasonably be attributed to use — will be considered. Cosmetic defects on used shoes will not be considered. Any cosmetic defect must be reported before the shoe is ever used.
Bags
Bags are covered for structural and material defects where the failure is clearly attributable to manufacturing. Bags must be in lightly used condition. Heavily used or older bags showing normal wear and tear are typically not covered.
4. What Is Not Covered
- Damage caused by misuse, abuse, neglect, or normal wear and tear
- Products showing evidence of impact or external trauma
- Cosmetic damage on used products
- Strings and string labor on rackets
- Products not purchased in North America
- Products without a valid North American serial number (where applicable)
- Shipping costs in any direction
5. No Guarantee of Replacement
Submitting a warranty claim does not guarantee that your product will be replaced. After inspection, your claim may be approved, partially approved, or denied. Only products that are genuinely defective to the point of being unusable should be submitted. Do not submit a product unless you believe the failure was caused solely by a manufacturing defect.
6. Proof of Purchase Requirements
A valid proof of purchase must be a digital receipt or order confirmation showing the date of purchase, the name of the retail store, and the product purchased. Acceptable formats include store-printed receipts, online order confirmations, and email order receipts. The proof of purchase must be uploaded as a PDF, JPEG, or PNG file.
Handwritten receipts are not accepted.
7. How the Warranty Process Works
Step 1 — Submit Your Claim
Visit our warranty portal and complete the online claim form. You will need to provide your contact information, product details, a description of the issue, and upload a photo or scan of your proof of purchase (receipt).
Step 2 — Print Your Claim Summary & Ship Your Product
After submission, you will receive a Warranty Claim Summary document by email. You must print this document and securely attach it to your product before shipping. This is mandatory — claims received without the printed summary may experience processing delays. Ship the product to the address provided in your confirmation email. You are responsible for all shipping costs.
Step 3 — Inspection & Review
Our team physically inspects every product submitted. We assess whether the damage is undeniably a manufacturing defect with no evidence of any other contributing factor. You will receive an email when your claim moves to “Under Review.”
Step 4 — Outcome
You will be notified of the outcome by email. There are three possible results:
Full Replacement: Your product is covered. We will ship a replacement to the address you provided. You will receive a tracking number by email when it ships.
Full Replacement — Original Model Not Available: Your product is covered, but the exact model is discontinued or unavailable. You will receive an email with a link to select an alternative from a list of comparable options. Once you make your selection, we will ship it to you.
Not Covered Under Warranty: After inspection, your product was not found to have a manufacturing defect, or evidence of external damage prevented a definitive manufacturing defect determination. You may be offered our Buy Back program (see below).
8. Products Sent to Us Are Not Returned
Any product sent to Victor Racquets North America for warranty evaluation is deemed unusable and will not be shipped back to you, regardless of the warranty outcome. If you wish to have a product returned to you, a return shipping fee will apply. Only submit products that are genuinely defective and that you do not need returned.
9. Shipping Costs
Victor Racquets North America does not cover any shipping costs involved in the warranty process. You are responsible for the cost of shipping your product to us. If your claim is approved for a replacement, we cover the cost of shipping the replacement to you.
10. Buy Back Program
If your product is not covered under warranty, you may be offered the opportunity to purchase a replacement at cost through our Buy Back program. This is a goodwill gesture offered at the sole discretion of Victor Racquets North America. If offered, you will see the price and shipping fee on the portal. If you accept, a member of our team will contact you by email to arrange payment before the product ships. The Buy Back program is not available for every claim.
11. Packaging Your Product for Shipping
When shipping your product to us, package it securely to prevent damage in transit. Do not over-tape or over-wrap the product to the point where it becomes difficult to unwrap or handle upon arrival. Our team needs to be able to access and inspect the product efficiently.
- Rackets: Attach the printed claim summary to the handle. Place in a protective case or wrap in bubble wrap. Ship in a rigid box.
- Shoes: Include the printed claim summary inside the shoe box. Ship in the original shoe box if possible, inside a shipping box.
- Bags: Include the printed claim summary inside the bag. Fold and ship in an appropriately sized box.
12. Replacement Product Warranty
If you receive a replacement product through the warranty process, that product is eligible for its own warranty claim. You may submit a new claim for a replacement product following the same process and requirements.
13. Tracking Your Claim
You can check the status of your claim at any time using your warranty intake number on our status lookup page. You can also re-download your Warranty Claim Summary from the status page if needed.
14. Do Not Contact Our Office
The Victor Racquets North America office does not handle warranty claims. All warranty submissions, status updates, communications, and outcomes are managed exclusively through this portal. Please do not call, email, or visit our office regarding warranty matters — our office staff are unable to assist with warranty inquiries and will direct you back to the portal.
Everything you need is available here: submitting a claim, checking your status, responding to an outcome, and downloading your claim documents.
15. All Decisions Are Final
All warranty decisions are made at the sole discretion of the Victor Warranty Department and are final. There is no appeals process, secondary review, or further arbitration once a decision has been made on your product. By submitting a warranty claim, you acknowledge and accept that the outcome determined by our inspection team is conclusive.
If you are offered a replacement or a Buy Back option and choose not to accept what is being offered, that is your right. However, the decision on your product's warranty status will not be revisited, reconsidered, or changed. There will be no further discussion on the matter.
We make every effort to evaluate claims fairly and thoroughly, but the nature of product inspection requires definitive conclusions. We appreciate your understanding.
16. Estimated Timeline
Most claims are reviewed within 2–3 weeks of receiving your product at our facility. Processing times may vary depending on claim volume. You will receive email notifications at each stage of the process.