Return Policy
This policy applies to orders from SQF BILLIARDS at sqfbilliards.com. Contact stuart@sqfbilliards.com with your order or PI number for returns, exchanges, quality claims or cancellations.
Our contractual return policy
Except where mandatory law requires otherwise, we do not offer change-of-mind returns or exchanges for commercial/project orders or genuinely customized products. A contractual return or exchange is available only for seller responsibility, a verified quality or conformity issue, or a specific exception approved by SQF in writing. Simply producing an ordinary standard item after ordering does not automatically make it legally “personalized”.
Seller fault and quality issues
Please report wrong, missing, damaged or defective goods promptly. For transport damage, note visible damage with the carrier where possible and provide packaging and product photographs. Reporting within 7 days helps investigation, but this request does not cut off a statutory claim period or a latent-defect claim. SQF will investigate and provide an appropriate repair, replacement, price reduction or refund as required by the circumstances, the accepted contract and applicable law. Seller-responsibility remedies do not shift necessary reasonable remedial costs to the buyer.
Mandatory consumer rights
This policy does not remove non-waivable consumer cancellation, return or quality rights. Where applicable law provides a 14-day distance-sale withdrawal right for eligible non-custom goods, a consumer may exercise it within 14 days of delivery without seller permission. Genuine personalized goods may be exempt where that law permits, but quality and conformity rights remain. If a longer or more protective mandatory rule applies, it takes priority. No business-to-business exclusion applies merely because the website also serves businesses.
Return process
- Email the order number, item, request and available supporting evidence. For a statutory withdrawal, a clear cancellation statement is sufficient; additional evidence is not a condition of that right.
- SQF will provide the return address and handling instructions. Do not send a large freight shipment to an unconfirmed address. Our procedure must not delay or obstruct mandatory deadlines.
- For an approved voluntary return, keep the goods unused and safely packaged unless otherwise agreed. For statutory returns, legal rules on reasonable inspection and diminished value apply instead.
Costs and refunds
SQF bears reasonable necessary return/remedy costs for its verified fault, subject to applicable law. For an approved voluntary change-of-mind return, costs require advance written agreement. For a lawful consumer withdrawal, the buyer bears direct return freight only where this was properly disclosed and legally permitted. For goods that cannot normally be returned by post, the estimated return cost must be disclosed before purchase; otherwise it cannot simply be imposed later. We do not impose an undisclosed restocking fee.
Approved contractual refunds are initiated to the original payment method within 7 business days after the relevant return or resolution conditions are met. Bank posting times vary. A statutory withdrawal refund follows its mandatory deadline, including a 14-day deadline where applicable; lawful withholding until receipt of goods or return evidence applies only where permitted. Non-refundable costs cannot override mandatory refunds. We never describe an unpaid order as having funds to refund.
Cancellation before shipment
For commercial/custom orders, cancellation after procurement or production requires written agreement, except where law grants an unconditional right. Only documented, legally recoverable committed costs may be deducted where permitted. See the Terms & Conditions for order confirmation.