Refund policy

Return & Refund Policy

We offer a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, undamaged, with all original packaging, labels, accessories, and proof of purchase included.

For pool cues and billiard products, returned items must be free from chalk marks, dents, scratches, stains, signs of play, modification, repair, or any other signs of use.

To start a return, please contact us at:

konllencues@163.com

Please note that returns should be sent to the following address:

Room 206, above Sutong Logistics Building, Tianfuli Logistics Park, No. 8 Huanghe Road, Hai’an District, Nantong City, Jiangsu Province, China 226600

If your return request is approved, we will provide return instructions. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order as soon as it arrives.

If the item is defective, damaged, or if you received the wrong product, please contact us immediately. Please provide clear photos or videos of the product, outer box, inner packaging, and shipping label so we can evaluate the issue and provide a suitable solution.

Please keep all original packaging materials until the issue is resolved.

Non-Returnable Items

The following items cannot be returned unless they arrive defective or damaged:

Customized or personalized products
Used pool cues or products with visible signs of play
Pool cues with chalk marks on the tip or shaft
Products that have been assembled, modified, repaired, polished, sanded, re-tipped, engraved, or altered
Consumable accessories, such as cue tips, chalk, gloves, towels, and similar items
Clearance items, final sale items, and gift cards
Products missing original packaging, accessories, or proof of purchase

If you have questions about whether your item can be returned, please contact us before sending it back.

Exchanges

The fastest way to get the item you want is to return the original item first. Once the return is accepted, you can place a new order for the replacement item.

If the exchange is due to personal reasons, such as choosing the wrong model, tip size, shaft size, color, or configuration, the customer may be responsible for return shipping costs and any price difference.

Return Shipping Costs

If the return is caused by our error, such as sending the wrong item or a confirmed product defect, we will help provide a suitable solution according to the situation.

If the return is due to personal reasons, such as changing your mind, ordering the wrong item, or no longer wanting the product, the customer is responsible for return shipping costs.

Original shipping fees, customs duties, import taxes, remote-area charges, and handling fees are non-refundable unless required by law.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at:

konllencues@163.com