A documented quality check is filled out on every cue & case before it is dispatched. This means that any issue raised must be consistent with our report & what is logically possible.
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We comply with all Australian Industry Standard Trading Rules in unison with our own Custom Conditions.
Custom Conditions are divided into the six categories below:
- General Rules & Conditions
- Aesthetics – General Appearance & Finish
- Proofs – Design, Personalization & Custom Orders
- Damaged or Missing in Transit
- Cue Variance – Timing, Definition, Reporting
- Manufacturing Faults – What is and isn’t covered
1) GENERAL RULES
- Any reported fault must be supported with the requested photo or video evidence. The evidence supplied must logically support their claim.
- In every aspect of our return policy, we reserve the right to accept or refuse warranty based on our own logical conclusions.
- Tips are not covered under any part of the warranty – Tip replacement is a responsibility of a cue owner and we supply a spare tip in each order
- If any aspect of a sale has not been paid for by the customer, the Contract of Sale is considered incomplete & we therefore, have no obligation under any aspect of our returns policy
- We reserve the right to make decisions on whether a set warranty period should be continued once a claim has already been made on a particular item.
- We reserve the right to refuse a claim once a preceding claim has already been refused
- We reserve the right when making decisions on returns, refunds & compensation to redeem the cost of any discounts and/or extras, gifts or bonuses given, that the customer had requested, with that particular sale.
Returns
- If an item is being returned, the customer must supply us with the tracking number for the return shipping within 7 days from the point of warranty approval
- The item must be returned in the same packaging as received or be well packed. You may choose to take digital images of the item before sent.
2.) AESTHETICS
General
Refers to aspects of appearance of the purchased product as well as the accuracy of the chosen design & added personalisation’s.
In all cases, unless the playing quality is compromised, the aesthetics is affected significantly or the design or personalisation’s are incorrect, this will never be dealt with as a return, refund or replacement. Any compensation would be most likely to be “a percentage refund deemed by us to be relative compensation”
COVERAGE
Any aesthetics issues must be:
- Reported within 14 days of receiving the cue
- Significantly different to what was approved on the sent proof
- Consistent with our own quality check report when dispatched
- Logical & consistent with our actual production procedures & the product itself
- Other than – minor inconsistencies considered by us to be “the difference between a one-off hand finished product & a mass manufactured product”.
- Deemed by us to be a significant blight on the appearance of the cue or affect the general playing quality of the cue.
3.) PROOFS – Design, Personalization & Custom Orders
Every customer is sent a visual proof via email (or messaging in Etsy)
- If the sent proof was approved by the customer and either the design or personalization is different to the approved proof, the cue will be eligible for replacement or compensation.
- If the sent proof was approved by the customer and no corrections, including spelling errors were requested, the cue is not be eligible for replacement or compensation.
- If the sent proof was not answered by the customer & we chose to continue without approval, we will only cover the cue if the error is our fault.
- This does include incorrectly spelt text (different that was requested) or incorrect design.
- This does not include our decisions that we had to make regarding positioning or colour of the text, the font used or minor variations in the design
- This does not include any issue that is the result of customer error
- Custom Orders – for any order purchased off the website and via email proof alone, completing full payment will be taken as an approval that all aspects of the proof are correct
4.) DAMAGE OR MISSING IN TRANSIT
Missing
- If goods go missing in transit, we will take full responsibility as long as the customer supplied a correct & accessible delivery address. Usually, an investigation is required, so we ask you to be patient as we launch an investigation.
- We take no responsibility for goods that go missing after the item is marked as delivered by Postal Service. Personal mailbox security is the customers responsibility.
- We take no responsibility if the postal service attempted to deliver a parcel OR the parcel was held at the post office because of no action by the customer to track and/or pickup their parcel. If the parcel is returned to us, the customer will need to pay for the return freight to forward it back to them.
Damaged
- If goods are damaged in transit, we will take full responsibility as long as the damage is reported within 72 hours of receiving the goods & can be supported with digital photo(s) plus any requested evidence that we require.
5.) CUE VARIANCE
General
- Even though we check & document every cue before it is dispatched, cues can experience expansion or contraction when being transported through differing climates & temperatures
- Most times small variances can be adjusted by hand, under our instruction
- Customers concepts of cue variances are subjective & can be due to many easy to fix factors, so we ask for your patience & co-operation since we know from our quality checks that we sent you a straight cue.
COVERAGE
Top shaft variance – When the top shaft has a tip lift of greater than 2mm when rolled
- We will cover the cue for “bending of the top shaft of greater than 2mm”
- Evidence must be supplied in video showing the lifting of the tip by 2mm or more while rolling the top shaft, independent of the bottom shaft
- Top shaft is covered for a period of 60 days from the day of dispatch
Joiner variance – When the tip lifts by greater than 5mm on a full-length roll but the top shaft is straight
- We will cover the cue for a joiner variance of greater than 5mm
- Once it is established that the variance is not in the top shaft, evidence must be supplied in video showing the lifting of the tip by more than 5mm while rolling the full-length of the cue
- Joiner variances are covered for a period of 30 days from the day of dispatch
6.) MANUFACTURING FAULTS
General
- Manufacturing faults refer to the defection or damage of a component of the cue or case that affects the correct functioning of the product
- This may include:
- Cracking or splitting at a fault or knot in the timber shaft
- Damage or defection of either the ferule or joiner of the cue (except for the loosening of the ferule or the joiner collar which can be easily repaired for minimum cost)
- Loosening or rattling of the weight in the base of the cue
- Damage or defection of the hinges, latches or handle of a hard-case
COVERAGE
- Manufacturing faults as mentioned above are covered for a period of 180 days from the date of dispatch
- Any reported fault must be logical & due to “Normal Cue Use”. This means that a broken shaft must be at an obvious fault & not from lateral impact.
- Reported faults must be supported by good quality images along with a written explanation of how the damage resulted.
LIMITATIONS
- Tips are not covered under any part of the warranty
- Because of the larger pool balls used, we will not cover the cue for any ferule or associated shaft issues in the USA/Canada for a ferule/shaft of less than 12mm
- Coverage may be limited or even refused if:
- The product is not in a well looked-after condition or looks to be mistreated
- The images do not support the explanation of how the damage or defect occurred or do not show an obvious fault or weakness.
