At Billiard Pro Shop, we stand behind the quality of our professional-grade billiards equipment. If you’re not completely satisfied with your purchase of cues, cases, or accessories, we offer a straightforward returns and exchanges process for our global customers.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in new, unused condition with all original packaging
  • Return must be initiated within 15 days of receiving your order
  • Original proof of purchase must be provided
Non-Returnable Items: Due to hygiene and customization reasons, the following products cannot be returned or exchanged:
  • Billiards Apparel (worn clothing items)
  • Custom Pool Cues (made-to-order specifications)
  • Billiards Instruction materials (opened digital products)

Returns & Exchanges Process

  1. Initiate Your Request: Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and shipping instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all included accessories. Include a copy of your invoice.
  4. Ship Your Return: Send the package to our facility at:
    Billiard Pro Shop
    Returns Department
    4976 Steve Hunt Road
    Miami, FL 33169
    USA

    We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.

  5. Processing: Once received, we’ll inspect the item and process your return or exchange within 5 business days.

Refund Information

Refunds will be issued to the original payment method within 7-10 business days after we receive and approve your return. Please note:

  • Original shipping charges are non-refundable
  • Return shipping costs are the customer’s responsibility unless the return is due to our error
  • For exchanges, we’ll ship the replacement item once the return is processed (additional shipping charges may apply)

Return Request Email Template

Copy and paste this template into your email to initiate a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Billiard Pro Shop Customer Service, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Below are the details: Product Name: [Product Name] Product SKU: [If available] Reason for Return/Exchange: [Please specify] I confirm that the item is in new, unused condition with all original packaging. Please provide return instructions and any additional information you may need. Best regards, [Your Full Name] [Your Contact Information] [Your Shipping Address]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order details. We’ll arrange for a replacement or refund at no additional cost to you.

For any questions about our returns policy, don’t hesitate to contact our enthusiast team who understands the needs of serious billiards players and collectors.