Refund policy

Returns

We stand behind the quality and craftsmanship of every cue.

On-Hand Products

You may request a return within 7 days of receiving your order if:

• The item arrives damaged during shipping.
• You receive the wrong item.
• The product has a manufacturing defect.

To be eligible for a return:

• The item must be unused and in its original condition.
• All original packaging and accessories must be included.
• Proof of purchase is required.

Returns will not be accepted for:

• Normal wear and tear.
• Damage caused by misuse, accidents, improper storage, or modifications.
• Cosmetic issues reported after the 7-day return period.
• Products that have been altered or repaired by anyone other than Cues Master.

Custom-Made Cues

Because every custom cue is built to your requested specifications, all custom orders are final and cannot be returned, refunded, or exchanged, except in cases of manufacturing defects or shipping damage.

Order Cancellation

On-Hand Orders

Orders may be cancelled within 24 hours of purchase, provided they have not yet been shipped.

Once an order has been shipped, it can no longer be cancelled.

Custom Orders

Production begins shortly after your order is confirmed.

• Orders may be cancelled within 48 hours of payment.
• After 48 hours, deposits and payments are non-refundable, as materials are purchased and production has already begun.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

• Your order number
• Photos of the product
• Photos of the shipping box and packaging
• A brief description of the issue

We will evaluate your claim and, where appropriate, repair, replace, or refund the item.

Refunds

Approved refunds will be processed using the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your payment provider.

Shipping charges are non-refundable unless the error was caused by CALMA.

Warranty

All cues include a 1-year limited warranty against manufacturing defects under normal use.

The warranty does not cover:

• Abuse or misuse
• Accidental damage
• Warping caused by improper storage or extreme environmental conditions
• Normal wear, including tips, finish, wraps, or other consumable components

For warranty claims, please contact us with your order number and photos of the issue.

Contact Us

For returns, cancellations, or warranty claims, please contact our customer support before sending any item back. Unauthorised returns may not be accepted.