Returns Policy

30-day returns for standard products. Clear support if something is wrong.

We want your purchase to be right for your room and your game. This policy applies to consumer purchases from Aureline Billiards. It adds to, and never limits, your statutory rights.

Changing your mind

For standard, non-personalised products, tell us within 30 calendar days after delivery that you wish to cancel or return your purchase. You then have 14 days from telling us to send the goods back. You can inspect them as you would in a shop. Please keep all accessories, instructions and protective packaging where possible, and pack returns securely.

We do not charge a restocking fee. If handling beyond what is needed to inspect the product reduces its value, we may make a proportionate deduction, where the law permits. Opening packaging alone does not remove your cancellation rights. Sale items have the same rights as full-price items.

How to arrange a return

Email CONTACT@AURELINEBILLIARDS.COM with your order number, product and the items you wish to return. A reason is optional for a change-of-mind return.
We will provide the appropriate return destination and packing or collection instructions. Our public business address is a correspondence address; contact us before sending a table or parcel there.
Send the goods securely, include your order reference, and retain proof of return. Contact us to arrange specialist collection for a heavy item.

You can also notify us by phone or post. Any clear statement that you wish to cancel is sufficient; a return number or our reply is not required for a cancellation notice to be valid. We aim to respond within two working days.

Return delivery costs

For a change-of-mind return, you pay the direct return transport costs where these were disclosed before purchase. Pool tables, slate beds, shuffleboards, furniture and other heavy items may require specialist packing, dismantling and freight. For goods that cannot normally be returned by post, we will provide the return cost or a reasonable estimate before you order. If we did not provide the required cost information, we will bear the return transport cost where required by law. There are no undisclosed collection or administration charges.

If your item is faulty, damaged on arrival, incorrect or not as described, contact us first so we can arrange the appropriate return or inspection at our expense. You do not have to pay the reasonable costs of a remedy that we are legally required to provide.

Bespoke and personalised products

Products genuinely made to your individual specification or clearly personalised may be excluded from change-of-mind cancellation. Examples can include engraved cues, cloth cut to a unique measurement, or a table built to a bespoke design. We will identify an applicable exclusion before you order. Choosing an ordinary stock size, colour or finish does not automatically make a product bespoke. Your rights if an item is faulty or misdescribed still apply.

Tables, assembly and installation

Check the table size, access route and appearance before assembly. Do not dismantle a slate table or move a heavy product without suitable specialist help. Assembly or installation does not automatically remove statutory rights, although unnecessary use or handling may reduce a change-of-mind refund.

Separately purchased services have their own cancellation rules. If you expressly request a service to begin during the statutory cancellation period, a lawful, proportionate charge may apply for work completed before cancellation. A fully performed service loses that cancellation right only where the required express consent and acknowledgement were obtained.

Faults and delivery damage

Please inspect your delivery when practical and report visible damage promptly, with photographs if available. This helps us resolve the issue, but a short reporting deadline, missing packaging or a clear delivery signature does not remove your legal rights. Stop using an item if it appears unsafe.

UK consumers generally have a 30-day right to reject faulty goods. After that, repair or replacement may be available, followed by a price reduction or refund where the legal conditions are met. These rights continue independently of our Guarantee.

Refunds and exchanges

Refunds go back to the original payment method without a refund fee. For returned goods, we refund without undue delay and no later than 14 days after receiving the goods or evidence that you sent them back, whichever is earlier, subject to applicable law. For a cancelled order that has not been dispatched, the deadline runs from your cancellation notice.

When a complete order is cancelled, we refund the cost of our least expensive standard outbound delivery option. Any extra paid for premium delivery is not normally refundable for a change of mind. Different rules may apply when goods are faulty. Contact us about an exchange; a return and a separate new order is usually the clearest arrangement.

International customers

Our 30-day standard-product return offer applies to the international destinations we serve. Mandatory consumer protections in your country take priority where they give you additional rights. Contact us before an international return so we can provide the correct destination and customs instructions. Taxes or duties paid directly to customs authorities may need to be reclaimed from that authority.