RETURNS & REFUNDS POLICY

Last updated: 16 September 2026

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase.

How to Start a Return

To start a return, contact us at returns@bilstoncues.com. Returns must be posted to:

58 Stroud Avenue, Willenhall, West Midlands, WV12 4EB, United Kingdom

Please note: To be eligible for an unwanted return, the cue must be unused, pristine, and the cue tip must not have been chalked.

Return Shipping Costs

Unless the item is faulty or damaged, the customer is responsible for paying return postage costs. We strongly recommend using a tracked shipping service.

Right to Cancel (14-Day Cooling-Off Period)

Under UK Consumer Contracts Regulations, you have the right to cancel or return your order within 14 days of receiving your items for any reason. You then have an additional 14 days to send the item back to us.

Damages and Faulty Goods

Please inspect your order upon arrival and contact us immediately at contact@bilstoncues.com if the item is defective, damaged, or if you receive the wrong item. Under the UK Consumer Rights Act 2015, if your cue arrives faulty, you are entitled to a full refund or replacement, and we will cover or reimburse reasonable return shipping costs.

Exclusions & Custom Orders

Custom-made or personalized items (such as cues altered or built to specific custom weights, lengths, or specifications) are exempt from the 14-day right to cancel and cannot be returned unless they arrive damaged or faulty.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return to confirm if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 14 business days. If more than 15 business days have passed since we approved your return, please contact us at contact@bilstoncues.com.