Refund policy

Cue + Case – Easy Returns & Refunds Guide

We want you to be happy with your purchase, so here’s how our returns work in simple steps.

30-Day Money Back Guarantee

You can return most items to us within 30 days of delivery for a full refund or replacement — no quibble.

The only exceptions are custom-made cues and products that show signs of use.

Your statutory rights are not affected,

What “Unused Condition” Means

To qualify for a full refund or replacement, your item must:

- Be in original packaging

- Show no signs of use (for cues and shafts: no chalk marks, wear, or damage)

- Be returned in secure packaging so it arrives back in good condition

If items are returned damaged due to poor packaging, we may not be able to accept them.

How to Return

1. Contact us first – email returns@cueandcase.co.uk or call 0333 444 1478 to get return authorisation.

2. Fill out your returns slip on the reverse of your invoice — this helps us process your return quickly.

3. We’ll arrange and pay for return postage – you’ll get a link to our Royal Mail, DHL, or other courier portal to generate your prepaid label.

4. Check your parcel fits within the maximum size and weight allowed for our prepaid service:

   Box or Bag: Max weight 20 kg, max size 61 × 46 × 46 cm

   Tube: Max weight 20 kg, and length + twice the diameter ≤ 104 cm (longest side ≤ 90 cm)
   
   If your parcel is bigger, you’ll need to arrange and pay for your own return postage.

5. Package securely – use the original packaging if possible.

6. Drop the parcel off as instructed in your return label confirmation.
   
   

If Your Item Is Damaged or Faulty

- Contact us immediately — include photos of the damage/fault

- Don’t send it back until we send your prepaid return link

- If confirmed faulty or damaged, we’ll cover return postage and offer a refund, replacement, or exchange

International Returns

- If you’re returning an order from outside the UK, you’ll need to cover the return postage cost.

Return Address

Funky Chalk Ltd
Spring Valley Mills
Stanningley, Pudsey
Leeds LS28 6DW
United Kingdom

When You’ll Get Your Refund

Once we’ve received and inspected your return, we’ll process your refund within 5 working days.

Refunds go back to your original payment method — your bank, card provider, or payment service may take a few extra days to make the funds available in your account.