Thank you for shopping with us at cueballmasters! We hope that you are satisfied with your purchase, but if for any reason you are not, we are here to help.

RETURNS:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If you are within this time-frame and wish to return, please follow these steps to register your return:

1. Submit Your Return Request

Contact our customer service with your return request and provide your order number and a detailed explanation of the issue with the product including photos or video as evidence.

2. Wait for Return Authorization

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

3. Ship the Item Back

Use the provided return address and share the tracking information with us so that we can monitor its progress, we will not be responsible for lost or missing packages.

NOTE:

  • We do not accept returned items that were sent back directly without notifying us first.
  • To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging.
  • You will be responsible for paying the return shipping cost unless the product you received was defective or was a faulty item.

You can always contact us for any return question at help@cueballmasters.com

Received A Damaged Or Faulty Item ?

Damaged or Faulty items must be reported within 24 Hours of delivery. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

We will be able to facilitate a replacement at no cost for you or you can return the product for full refund. Please contact our support team through help@cueballmasters.com with the following info:

  • Order number
  • Photos or video of the received item
  • You required (Refund or Replacement)

Any orders with issues are subject to a return at no cost for full refund or free replacement based on the decision of our customer.

Customer Remorse Or Exchange:

In this situation the customer must notify us within 24 Hours of delivery.

  • To be eligible for an exchange, the product must be in its original condition, including all packaging and tags.
  • Customized or personalized items are not eligible for return or exchange.
  • You will be responsible for paying the return shipping costs to ensure you get what you want, and make a separate purchase for the new item or request a full refund.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@cueballmasters.com.

Note:

  • if a customer accepts a partial refund for a product or service, they are not eligible for an additional refund for the same transaction. This means that once a customer accepts a partial refund, they forfeit the right to receive any additional refunds for the same product or service. This policy is in place to ensure fairness and efficiency in our refund process, and to prevent abuse of our refund policy. We encourage all customers to carefully review their options before accepting a partial refund, as this decision is final and cannot be reversed.

Charge-Backs & Disputes

Please contact us by e-mail before opening a merchant charge-back or payment dispute, as we can generally resolve the issue before that takes place. Opening charge-backs or disputes can unnecessarily prolong the resolution process and may incur additional fees or complications. Our dedicated customer support team is readily available to address any issues or provide assistance, ensuring a satisfactory outcome. We value your satisfaction and appreciate your cooperation in reaching out to us directly before resorting to charge-backs or disputes.

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of “wardrobing;”
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items or potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service to any customer or entity, due to similar actions as noted above.

Non-cueballmasters items sent to our distribution center will be discarded upon receipt.

We understand that returns & refunds policy can be inconvenient, but we are committed to ensuring that our customers are satisfied with their purchases. If you have any further questions about our Return Policy, please don’t hesitate to contact us. Our customer service team is always happy to assist you

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