Returns & Refund Policy
At Prime Cues, we are committed to your satisfaction. Please review the following guidelines regarding returns, exchanges, and cancellations.
Returns & Refunds
EVO & Rhino cues (ready-made)
Ready-made cues are eligible for return within 30 days of receipt, provided every condition below is met. Please contact our customer service team to confirm eligibility before shipping anything back.
- New, unused, and unchalked
- Original packaging with all accessories
- Proof of purchase included
- Shipping costs and a 10% restocking fee are not refunded
Uni cues (made to order)
Every Uni cue is individually designed and built to order. Once production has started, the cue cannot be returned or refunded. The only exceptions are:
- A manufacturing defect
- A fulfillment error on our side
In either case, please contact us within 30 days of receipt to arrange a return, replacement, or refund.
General conditions
- Refunds are processed within 14 business days using the original payment method.
- Prime Cues reserves the right to deny returns for items showing abuse, improper use, excessive wear, or damage.
- Please contact our customer service team before sending any item back to confirm eligibility. Unauthorized returns that don't meet policy requirements may be denied.
Important Notes
- No refunds on promotions: items purchased during sales or special offers (e.g., Buy 1 Get 1 Free, discounts over 10%, or Free Shipping promotions) are not eligible for refunds.
- Shipping costs: if your order qualified for free shipping, the actual shipping charges incurred by Prime Cues will be deducted from the refund amount.
- Non-refundable items: accessories, Uni cues, personalized or limited edition products cannot be refunded, except for manufacturing defects or fulfillment errors.
- Warranty coverage: defective items are protected under Prime Cues' 12-Month Limited Warranty.
Refund and Replacement Procedure
- Contact customer service: reach out to our team with your order number to initiate your request.
- Provide documentation: send clear photos or a short video showing the product, packaging, and shipping label. This ensures faster processing.
- Receive refund or replacement: once reviewed and approved, we will issue your refund or ship a replacement promptly.
Contact Us
For assistance with returns, exchanges, or cancellations, please contact our customer service team at cs@prime-cues.com.
We're here to help ensure your order is handled smoothly and professionally.