1. Policy Overview Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we unfortunately cannot offer you a full refund or exchange.
2. Eligibility for Returns To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
Billiard Cues: Must not have been chalked or used for play.
Cue Tips: Must be in the original, unopened packaging.
Maintenance Products: Seal must be intact; we cannot accept returns on opened liquids or cleaning formulas.
3. Non-Returnable Items
Gift cards
Personalized or custom-engraved billiard equipment
Items marked as “Final Sale”
4. Proof of Purchase To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer; all returns must be coordinated with Q-wai. Ltd. directly.
5. Refunds and Inspection Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund. If approved, a credit will automatically be applied to your original method of payment (e.g., PayPal or Credit Card) within 7–10 business days.
6.Shipping
Shipping Costs: You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
Tracking: For items over £50, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
7. Exchanges We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same model, please email us at [email protected].
8. Need Help? For any questions related to refunds and returns, please contact our support team at [email protected].
