At Prime Cues, we are committed to ensuring your satisfaction. Please review the following guidelines for returns, exchanges, and cancellations.
1. Returns & Refunds
Eligibility for Returns:
- You may return new, unused, and unchalked items in their original packaging, with all accessories and proof of purchase, within 30 days of receipt.
- Personalized, customized, limited edition, or discontinued products are not eligible for returns unless defective.
Refund Processing:
- Refunds will be processed within 14 business days via your original payment method.
- Shipping costs and a 10% restocking fee will not be refunded.
Important:
- Prime Cues reserves the right to deny returns for items showing abuse, improper use, excessive usage, or damage.
Important Notes
- No Refunds on Promotions: Products purchased during sales or special promotions are not eligible for refunds. This includes, but is not limited to, Buy 1 Get 1 Free offers, discounts over 10%, and Free Shipping promotions.
- Shipping Costs: If your order qualified for free shipping, the actual shipping charges incurred by EVO Cues will be deducted from any refund amount.
- Non-Refundable Items: Accessories, personalized, customized, or limited edition products cannot be refunded, except in cases of manufacturing defects or errors.
- Warranty Coverage: All defective items are protected under EVO’s Limited Lifetime Warranty.
- Consult Before Returning: We strongly recommend contacting our customer service team before returning any product to confirm eligibility for return or exchange. Returns sent without prior consultation that do not meet policy requirements may be denied, and you will be informed via email with available options.
Refund and Replacement Procedure
Step 1: Contact Customer Service
Reach out to our customer service team to initiate your refund or replacement request.
Step 2: Provide Documentation
Send clear photos or a short video showing the defective product and the package, including the detailed shipping label. This helps us process your request quickly and accurately.
Step 3: Receive Refund or Replacement
Once we review and approve your submission, we will issue your refund or send a replacement promptly.
5. Contact Us
For all questions regarding returns, exchanges, or cancellations, please contact our customer service team:
Email: cs@prime-cues.com
Our team will assist you promptly to ensure your order is handled correctly.
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