Guarantee

Care for your purchase, long after the first break.

Every new physical product purchased directly from Aureline Billiards comes with our 12-month manufacturing-defect guarantee. This is our own commitment to you, separate from any manufacturer's warranty and in addition to your statutory rights.

What the guarantee covers

We cover defects in materials and workmanship that arise during normal use appropriate to the product, for 12 months from delivery. Where installation is included in your purchase and arranged by Aureline, cover starts when that installation is completed.

Coverage includes manufacturing faults in table structures and supplied components, cues, racks, furniture and accessories. Cloth, tips, pockets, cushions and other consumable or wearing parts are covered for a manufacturing defect, although ordinary wear from play is not a defect.

How we put things right

We will assess the issue and arrange a suitable repair or replacement of the defective part or product at no charge for a covered claim. Necessary parts, labour and transport for the agreed remedy are included. For large tables, we will discuss an appropriate inspection, technician visit or collection so you do not have to move a slate bed yourself.

If a suitable repair or replacement is not possible, or cannot be completed within a reasonable time without significant inconvenience, we will offer an appropriate refund. Any refund or other remedy required by consumer law takes priority over these guarantee arrangements.

What is not a manufacturing defect

Normal wear, including chalk marks, cloth burn marks, scuffs from play, worn cue tips and naturally ageing finishes.
Damage caused by impact, misuse, overloading, liquid spills, unsuitable humidity or temperature, or use of an indoor product outdoors.
Damage caused by moving, installing, modifying or repairing a product incorrectly. Work by another person does not automatically cancel your rights; an exclusion applies to damage caused by that work.
Failure to follow reasonable product care or maintenance instructions.
Use beyond the product's stated purpose, such as commercial use of a model expressly sold only for domestic use.

Natural variations in wood grain or colour are not defects when consistent with the product description. A significant mismatch with the description, missing component or manufacturing problem should still be reported to us.

Make a claim

Contact CONTACT@AURELINEBILLIARDS.COM with your order number or other proof of purchase, the product name and a description of the issue.
Include photographs or a short video if you can. These help the assessment but are not a condition of your statutory rights.
We will explain the next step and arrange any necessary inspection or return. Please speak to us before paying for repairs or sending an item back.

We aim to respond within two working days. Original packaging is helpful but is not required to make a valid claim. If the product appears unsafe, stop using it until the issue has been assessed.

Manufacturer and extended warranties

Some products include a separate manufacturer warranty with different or longer coverage. Any such warranty applies only as described in the product's written warranty documents. We can help you contact the manufacturer, but you can still bring a claim to Aureline when we are responsible as the retailer. A paid extended-warranty service applies only if purchased and confirmed in writing; it is not required to use your consumer rights.

Who and where this covers

This voluntary guarantee covers the original consumer purchaser of new goods bought directly from Aureline Billiards and applies in the country to which we delivered the order. It is not insurance against accidental damage. Business purchases and separately supplied installation services are governed by their agreed terms and applicable law. Relocating a product does not remove statutory rights; contact us to discuss servicing arrangements.

Your legal rights remain

This guarantee does not replace, shorten or restrict your legal rights to goods of satisfactory quality, fit for their purpose and as described. You may have rights after the 12-month guarantee expires, and you do not need a manufacturer's warranty to exercise them. Mandatory local consumer protections apply to international orders. See our Returns Policy for cancellation and faulty-goods remedies.