At Billiards Shop, we stand behind the quality of our premium billiards equipment. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused and in its original condition with all tags and packaging intact
  • The return must be initiated within 15 days of delivery
  • A copy of the original receipt or proof of purchase is required

Non-Returnable Items: For hygiene and safety reasons, the following products cannot be returned or exchanged unless defective:

  • Chalks
  • Cue Tips
  • Cloth Care products

Return & Exchange Process

  1. Initiate Your Request: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for Authorization: Our team will respond within 2 business days with return instructions and an RMA number.
  3. Package Your Item: Securely pack the item in its original packaging with all accessories. Include a copy of your receipt.
  4. Ship Your Return: Send the package to our warehouse at:
    Billiards Shop Returns
    2904 Berry Street
    Colorado Springs, CO 80904
    United States

    We recommend using a trackable shipping service as you are responsible for the item until it reaches us.

  5. Processing: Once received, we’ll inspect the item and process your refund or exchange within 5 business days.

Return Shipping Costs

  • For defective or incorrect items: We’ll provide a prepaid return shipping label
  • For change of mind returns: Customer is responsible for return shipping costs

Refund Information

Refunds will be issued to the original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Note that shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges (size, color, or product):

  1. Follow the standard return process above
  2. Clearly indicate in your email that you’re requesting an exchange and specify the replacement item
  3. Once we receive your return, we’ll ship the replacement item
  4. Standard shipping rates apply for exchanges unless the original item was defective

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Billiards Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item Details:
Product Name: [Product Name]
SKU/Item Number: [If available]
Reason for Return: [Defective/Incorrect Item/Change of Mind/Other]

For exchanges, please specify the replacement item: [Product Name and Details]

Contact Information:
Full Name: [Your Full Name]
Email: [Your Email]
Phone: [Your Phone Number]

Please let me know the next steps to complete this process.

Thank you,
[Your Name]

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or refund without requiring return of the damaged item in most cases
  3. For high-value items (over $200), we may require return of the damaged product

International Returns

For customers outside the United States:

  • All customs duties and taxes for returns are the customer’s responsibility
  • We cannot refund original shipping costs for international orders
  • Return shipping must be sent via the same carrier used for delivery (DHL, FedEx, or EMS)

For any questions about our returns policy, please contact our customer service team at [email protected] or call us at

+000 000 000
.

Last Updated: [Insert Date]