Return & Refund Policy

John Bennett Billiards offers a no hassle 30-Day Money Back Guarantee on all goods except custom made cues. If you are not happy with an item then you have 30 days in which to return it to us for a swap or a full refund. There are a number of terms associated to this listed below:

  • Goods must be unused and in as new saleable condition
  • Good must be returned in original packaging
  • Goods must be returned in full packets, we cannot offer a refund on partial returns like packs of cue tips and chalk
  • Cues and Cue shafts must not be chalked or show any signs of use
  • Return in secure packaging otherwise it may not be accepted by us
  • Ensure that returned parcels reach us, proof of postage is not proof of delivery, we advise that you return the goods via a signed for or tracked method to ensure they arrive with us.
  • Products are returned at your cost
  • The goods remain your responsibility until received at John Bennett Billiards

Any item purchased on our ‘Certified Used’ program only has a 14 day return period and is not covered under manufacturers warranty.

We will offer you a partial refund on the following goods:

  • Any item returned 30 days after original delivery but no more than 60 days
  • Any item not in its original condition or packaging, is damaged or is missing parts. In some cases a refund on these items will not be made as it has to be in a condition for us to sell it.

Our standard re-stocking fee based on the above is 30%, so if you returned a cue to us 45 days after delivery that cost £100 you would only receive £70.00 back, providing it is in as new condition. We do reserve the right to judge each and every case on merit.

Please return all goods to the address on the contact us page.

What If The Item I Receive Is Damaged or Incorrect?

In this instance the cause of return is not your fault and we will do everything in our power to replace the incorrect or damaged item as soon as possible. If this does happen then we will also pay for the item to be returned – we will need an email address to send you a parcel label. Sometimes we do not need the item returned images of the damage will often suffice for us to start a claim with a carriage company. Always contact us straight away so we can deal with it quickly. You have 48 hours from receipt of the goods to contact us to inform us of an item being incorrect or damaged. After these 48 hours we deem it that you have accepted the goods.

Please return all goods to the address on the contact us page.

What If I Have a Complaint?

In the unlikely event that you have a complaint then you can contact us either via email or telephone and we will personally deal with your issue. Details are on the contact us page.