Returns, Refunds & Faulty Goods Policy

At Perry Cues, we take great pride in the quality of our products. All cues are inspected as part of our quality-control process before dispatch.

We understand, however, that there may be occasions where you wish to return an item or believe that a product has developed a fault.

This policy explains how returns are handled and does not affect your statutory rights under UK consumer law.

1. Change-of-Mind Returns

If you purchase from us online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

Once you have notified us that you wish to cancel, you must return the goods to us within a further 14 days.

To request a return, please contact Perry Cues before sending the item back and provide your:

• Name
• Order number
• Product being returned
• Reason for return, where applicable

For a change-of-mind return, the customer is responsible for the cost of returning the goods to Perry Cues.

We strongly recommend using an appropriately insured and tracked delivery service and retaining your proof of postage.

Goods should be packaged carefully and, where reasonably possible, returned using their original protective packaging.

Condition of Change-of-Mind Returns

Customers are entitled to inspect goods in the same way they reasonably could in a physical shop.

If a product has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and function, and this has reduced its value, we may make an appropriate deduction from the refund to reflect that reduction in value.

For cues, examples of use beyond reasonable inspection may include:

• Chalk being applied to the tip
• Extensive play or practice with the cue
• Sanding, shaping or replacing the tip
• Altering the shaft, ferrule, joint or other components
• Applying oils, waxes or other treatments
• Damage caused through use, storage or transportation

Any deduction will be assessed individually and will reflect the actual reduction in value of the returned product.

This does not affect your rights where an item is faulty.

2. Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015, goods supplied by Perry Cues must be:

• Of satisfactory quality
• Fit for their intended purpose
• As described

If you believe you have received a faulty, damaged or incorrect product, please contact us as soon as reasonably possible.

We may initially request photographs, videos or other information to help us understand the reported issue and determine the most appropriate next step.

Providing photographs or videos does not replace your statutory rights, and in some cases we may need to physically inspect the product before we can determine the cause of the reported problem.

Where goods are confirmed to be faulty, your legal rights may include a refund, repair or replacement depending on the circumstances and the length of time you have owned the product.

Where Perry Cues is responsible for a faulty or misdescribed product, we will arrange or reimburse reasonable return costs as required by UK consumer law.

3. Returns Within 30 Days – Faulty Goods

If a product does not conform to the contract, you may have a short-term right to reject it within 30 days of receiving it under the Consumer Rights Act 2015.

Where applicable, this may entitle you to a refund.

We reserve the right to inspect returned goods in order to establish the nature and cause of the reported fault.

Nothing in this policy limits your statutory right to reject qualifying faulty goods within this period.

4. Faults Reported After 30 Days

Where a fault is reported after the initial 30-day period, the remedies available under the Consumer Rights Act 2015 may differ.

Where applicable, Perry Cues may offer a repair or replacement in the first instance.

If a repair or replacement is impossible, unsuccessful, cannot be completed within a reasonable time or would cause significant inconvenience, you may have further rights including a price reduction or refund.

Claims will be assessed in accordance with your statutory rights and the circumstances of the individual product.

5. Cue Straightness

Due to the specialist nature of cues, we have a specific assessment process for reported straightness or warping issues.

Rolling a Cue on a Table

Rolling a cue across a pool or snooker table does not, by itself, establish that a cue is bent or warped.

Cues are tapered products and may also contain natural variations associated with their manufacture. The playing surface, cloth, slate, cue taper, butt profile and other factors can cause apparent movement when a cue is rolled.

For this reason, a video showing a cue being rolled across a table will not normally be treated as conclusive evidence that a cue is warped.

Assessing Straightness

Straightness is more appropriately assessed by sighting carefully along the length of the cue while rotating it and, where necessary, through physical inspection.

If you believe your cue has developed a bend or warp, we may ask you to provide photographs or video showing the cue being sighted along its length.

Where the issue cannot reasonably be determined remotely, we may ask for the cue to be returned to Perry Cues for inspection.

We will assess the cue itself rather than relying solely on how it rolls across a playing surface.

6. Natural Wood Products

Many Perry Cues products are manufactured using natural materials.

Wood is a natural material and can react to its environment, particularly changes in:

• Temperature
• Humidity
• Moisture
• Storage conditions
• Prolonged exposure to direct heat or sunlight

Natural variations in grain, colour, figuring and other cosmetic characteristics are part of the individual nature of timber products and are not necessarily manufacturing defects.

A minor cosmetic or natural variation that does not affect the quality, durability or reasonable use of the product will not automatically constitute a fault.

This does not affect your statutory rights where a product is genuinely faulty or not of satisfactory quality.

7. Cue Care & Storage

Cues should be stored appropriately when not in use.

We strongly recommend storing your cue:

• Inside a suitable protective cue case
• In a dry environment
• Away from radiators and other direct heat sources
• Away from prolonged direct sunlight
• Away from excessive moisture or humidity
• Away from significant or repeated temperature changes

Leaving a cue unsupported for prolonged periods, storing it in damp or unsuitable conditions, or exposing it to excessive heat or moisture may cause natural timber to move or warp.

Customers should also ensure their cue case remains in suitable condition. A damaged case may provide inadequate protection against impact, moisture, temperature changes or other environmental conditions.

8. Damage, Misuse & External Causes

Your statutory rights apply to faults that are legally the responsibility of the retailer. They do not generally cover problems caused after delivery through misuse, accidental damage or inappropriate care.

Examples may include:

• Impact or accidental damage
• Improper storage
• Excessive heat, cold, moisture or humidity
• Leaving a cue in a vehicle for prolonged periods
• Damage caused by an unsuitable or damaged cue case
• Unauthorised alterations or repairs
• Excessive sanding or modification of the shaft
• Damage caused during tip replacement or maintenance performed by the customer or a third party
• Normal wear and tear

If our inspection indicates that the reported issue was caused by factors such as these rather than an inherent product fault, the item may not qualify for a free repair, replacement or refund.

Each claim will be assessed individually.

9. Inspection of Returned Cues

When a cue is returned because of a suspected defect, Perry Cues will inspect the product and consider the reported issue.

Our assessment may include:

• Sighting the cue along its length
• Checking the shaft and butt separately where applicable
• Inspecting joints and fittings
• Examining the cue for signs of impact or accidental damage
• Examining the cue for moisture, heat or storage-related damage
• Checking for modifications or third-party repair work
• Considering the overall condition and age of the cue

We will then contact you with the outcome of our inspection and the proposed resolution.

The fact that a customer reports a product as faulty does not, by itself, establish the existence or cause of a fault. Equally, our pre-dispatch quality-control process does not remove any statutory rights the customer may have.

10. Returning a Product for Inspection

Please contact Perry Cues before returning a product so that we can provide the appropriate return instructions.

Change-of-Mind Returns

For change-of-mind returns, return postage is the customer's responsibility.

We strongly recommend using a tracked and appropriately insured service and packaging the item securely.

Suspected Faults

Where an item is being returned because of a suspected fault, we will advise you of the appropriate return arrangements.

Where the product is found to have a fault for which Perry Cues is legally responsible, we will arrange or reimburse reasonable return costs in accordance with your statutory rights.

If, following inspection, the product is found not to have an inherent fault and the reported problem is instead attributable to accidental damage, misuse, inappropriate storage, modification, normal wear and tear or another cause for which Perry Cues is not responsible, we will contact you to discuss returning the product to you and any reasonable delivery cost that may apply.

11. Packaging Returned Cues

Cues are long, relatively delicate products and must be packaged appropriately for transportation.

Where possible, please use the original shipping tube, box or equivalent rigid protective packaging.

The cue should:

• Be secured so that it cannot move excessively inside the package
• Have adequate protection around the tip, ferrule, joint and butt
• Be surrounded by suitable protective material
• Be enclosed within rigid outer packaging suitable for courier transportation

Please do not return a cue loosely wrapped or inadequately protected.

If you are unsure how to package your cue, please contact us before returning it.

12. Customised & Personalised Products

The statutory change-of-mind cancellation right may not apply to products that have been made to the customer's specification or clearly personalised.

This may include products that have been individually personalised or specially manufactured to a customer's requirements.

This exemption does not remove your rights if the customised product itself is faulty, not as described or otherwise fails to conform to the contract.

13. Refunds

Where a refund is due following the cancellation of an online order, it will be processed in accordance with the applicable statutory timescales.

For eligible change-of-mind cancellations, we will refund the original standard delivery charge where applicable. If you selected a more expensive premium or express delivery option, we are only required to refund an amount equivalent to our standard delivery option.

Refunds will normally be made using the original payment method unless otherwise agreed.

14. Purchases Made at Events, Stalls or In Person

The statutory 14-day change-of-mind cancellation period applicable to most online purchases does not generally apply to purchases completed at our physical stalls, events or other on-premises sales.

Any discretionary change-of-mind return for an in-person purchase will therefore be subject to the return terms offered by Perry Cues at the time.

This does not affect your statutory rights if an item purchased in person is faulty, not as described or not fit for purpose.

15. Statutory Rights

Nothing within this Returns, Refunds & Faulty Goods Policy is intended to exclude, restrict or replace any rights or remedies available to consumers under applicable UK consumer law.

Where there is any conflict between this policy and your statutory rights, your statutory rights will apply.

For assistance with a return or product concern, please contact Perry Cues quoting your order number and details of the product concerned.