Refund policy

Here at RT Cuesports we strive to provide quality products to keep all of our customers satisfied. 

We have a 14-day return policy, starting from the date that the order has been delivered. Upon delivery, if an item is faulty or there has been an error in your order we request that you contact us as soon as possible from your delivery being received. This can be done via the Contact Us section of our website or via email and telephone*. Any item that you wish to return must be returned in a resaleable condition. This means the items are in their original packaging with labels in tacked and that it is unused or altered in any way. Any signs that an item has been used or altered will mean that your request for a refund could be rejected. Returned orders are at the expense of the customer, unless there are clear faults with products or incorrect items.

 Goods that can't be refunded:

  • Custom cue or cases made to a customer's specification or items ordered on backorder from suppliers. 
  • Gift cards
  • Products altered or damaged after delivery this includes marks or dents to cues. 
  • Cues that have been taken out of packaging and used. (Cues must not be chalked or tip altered) Pictures are taken of cues when they leave our unit to confirm they are in a saleable condition. 

Returning checklist:

  • Contact us as soon as possible via our contact page form, direct email or phone call and please don't return any products without contacting us first, this could result in the return not being accepted.  
  • Ensure items are as received in their original condition (no marks or accidental dents to the cues/cases). Items must be returned in the original packaging they were sent in, this is to ensure items such as cues are not damaged further when returned. If items are returned not in the original packaging and have been damaged further because of this, the refund could be denied. 
  • Organise a courier/postal service to return items to us safely. If you are unsure on this please contact us and we will be happy to help with the process.
  • Return cues in their original packaging (when returning cues please ensure that the 3 tubes are joined together to ensure that the cue is protected during transit).
  • All items must be returned within 14 days of the original delivery being received.
  • Unless notified all return expenses are the responsibility of the customers (return expenses will be discussed in your initial contact with us at the start of the returns process).

If all criteria are met the customer will receive a full refund of price of returned item(s). This does NOT include the delivery costs (unless items were faulty or incorrect due to our error).

*When contacting us about a faulty/damaged item please send photographs of the fault or damage by email to rtcuesports@gmail.com with your order number and contact details. If you require further support, please call us on 07384653074.