Refund policy

Returns, Refunds & Cancellations

We want you to be completely satisfied with your purchase. If you change your mind, you may return eligible items within 28 days of receiving your order or purchase for a refund or exchange.

This policy applies to purchases made online, by telephone and in our showroom. Your statutory rights under UK consumer law remain unaffected.

Standard Returns

To be eligible for a return:

  • Items must be unused and in their original packaging
  • Cues, shafts and tips must not have been chalked, shaped or show signs of use
  • Products must be returned in a resaleable condition
  • Items must be packaged securely to avoid damage during transit
  • Customers are responsible for ensuring returned goods arrive safely, as proof of postage alone is not accepted as proof of return

For online, telephone and orders in the Showroom, customers also have cancellation rights under the Consumer Contracts Regulations 2013, allowing eligible orders to be cancelled within 14 days of delivery. Our 28-day returns policy is offered in addition to these statutory rights.

Pool Tables & Made-To-Order Products

Pool tables, pool dining tables and other bespoke or made-to-order products are non-cancellable and non-returnable once production has started or stock has been specially allocated.

This includes purchases made online, by telephone and in our showroom.

As these products are built or prepared to your chosen specification, including cloth colour, finish, size and configuration, they are excluded from our standard returns policy.

In certain circumstances, we may agree to a cancellation request for a made-to-order product at our sole discretion. Where a cancellation is accepted after production, preparation or supplier allocation has begun, a restocking and administration fee of up to 25% of the order value may be deducted from any refund to cover costs already incurred.

Any agreed cancellation remains entirely at our discretion and will depend on the stage of manufacture, supplier commitments and whether the item can reasonably be resold.

However, your statutory rights under the Consumer Rights Act 2015 still apply if goods are faulty, damaged or not as described.

Please inspect all goods upon delivery and report any damage, defects or shortages within 7 days of delivery. Where an item is confirmed to be faulty or damaged, we will arrange an appropriate repair, replacement or resolution at our expense.

Natural variations in wood grain, finish and cloth appearance are not considered faults.

Non-Returnable Items

We cannot accept returns on:

  • Sale or clearance items
  • Gift cards
  • Personalised or customised products
  • Chalked, shaped or used cues, shafts or tips
  • Bespoke or made-to-order products
  • Special order items sourced specifically on request

Return Shipping Costs

  • Royal Mail Small and Medium returns: £2.95 deducted from refund
  • Large and Extra Large Parcelforce returns: return label cost deducted up to £15
  • Original delivery charges are non-refundable where:
    • The order did not qualify for free delivery
    • Express or upgraded shipping was selected

Customers may arrange their own return shipping if preferred, but must notify us beforehand.

How To Return An Item

  1. Email hello@theyorkshirecuecompany.co.uk within 28 days of receiving your order
  2. We will provide return instructions and, where applicable, a return label
  3. Package your item securely and return it to:

The Yorkshire Cue Company
Unit 3 Watershed Yard
Thorncliffe Road
Bradford
BD8 7DD

Damaged, Faulty or Incorrect ItemsPlease inspect your order as soon as it arrives.

If your item is damaged, faulty or incorrect, contact us immediately with your order number, details of the issue and photographs where possible.

Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement or refund where goods are faulty, not as described or unfit for purpose.

Refunds

Once your return has been received and inspected, we will confirm whether your refund has been approved.

Approved refunds are processed back to the original payment method within 10 business days, although banks and payment providers may take additional time to process funds.

If more than 15 business days have passed since approval, please contact us:

hello@theyorkshirecuecompany.co.uk
0113 323 0799