Refund policy

In the event that Cue Care at its discretion (unless the Consumer Protection (Distance Selling) Regulations 2000 apply), agrees to accept the return for credit of unwanted products, the goods must be returned to Cue Care with prior written agreement within 14 days of delivery. The goods must be unopened and in a perfect re-saleable condition. If any items are missing in the original sale we will deduct the costs from the refund due.

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

Customized Cues (Tip Changes)

If you request a different tip to be fitted onto a cue at the time of purchase, this makes the cue a customized item.

Once the desired tip has been fitted:

  • The cue is considered a custom cue

  • The cue cannot be returned or refunded

  • All customized cue sales are final

This policy applies regardless of whether the cue has been used after delivery.

We strongly recommend that you carefully review your tip selection before completing your order. If you need guidance choosing the right tip, please contact us prior to purchase.

To start a return, you can contact us at cuecare4yourcue@gmail.com. Please note that returns will need to be sent to the following address: 116 Frankwell Road, Shrewsbury, Shropshire, SY3 8JU. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cuecare4yourcue@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


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, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cuecare4yourcue@gmail.com.