Return & Refund Policy
At Billiard City we want you to be happy with what you buy. If something isn't right, here is exactly how returns work. This policy applies to all orders, in the United States and internationally.
Return window
You may return most items within 30 calendar days of the delivery date.
Condition
To be accepted, an item must be unused and uninstalled, in substantially the same condition you received it, complete with all original parts and accessories, and in its original manufacturer packaging where possible.
We accept returns of both defective and non-defective products.
How to start a return
Email sales@billiard.city or call +1-561-803-0361 with your order number and the item you wish to return. We will reply with a Return Merchandise Authorization (RMA) number and the return address. Please do not ship an item back before you receive an RMA.
Returns are made by mail to our warehouse in Boca Raton, Florida.
Who pays for return shipping
If you are returning an item because you changed your mind, it did not fit your equipment, or you no longer want it, you pay the return shipping.
We pay the return shipping and refund your original shipping when we sent the wrong item, the item has a verified manufacturing defect, it arrived damaged, or we made another error with your order.
We recommend shipping returns with tracking and insurance. Until the parcel reaches us, it remains your responsibility.
We do not charge restocking fees.
Refunds
Once your return arrives we inspect it and process the refund within 5 business days, to your original payment method. Your bank or card issuer may need a few more days to show it.
Original shipping charges are refunded only when the return is the result of our error or a verified defect.
If an item comes back used, damaged, or missing parts, we may issue a partial refund reflecting the reduction in value. We will tell you before we do that.
Exchanges
We accept exchanges, subject to availability. If the replacement costs more, you pay the difference; if it costs less, we refund it.
Items that cannot be returned
A small number of items are final sale:
- billiard cloth custom cut to your table size
- special-order and made-to-order products
- personalised items
- items marked "Final Sale" on the product page
- cue tips, ferrules, cushion rubber and cloth that have been installed
- chemicals, adhesives and cleaners once opened
If an item is final sale, it says so on its product page before you buy.
Damaged or incorrect items
Please check your order when it arrives. If something is damaged or wrong, contact us as soon as you can and keep the packaging — photos of the box and the item help us resolve it quickly. We will replace it or refund it at no cost to you.
Cancelling an order
You can cancel any order before it ships. Contact us as soon as possible after ordering and we will stop it if it has not left our warehouse.
International returns
The same 30-day window and the same conditions apply to international orders. Contact us for an RMA number and the return address in Boca Raton, Florida, United States.
For international orders the customer pays return shipping, along with any export documentation, duties or brokerage fees charged on the way back. We cover those costs when the return is our error or a verified defect.
Duties, VAT, GST and brokerage fees you paid on import are collected by your country's authorities, not by us, so we cannot refund them. Most countries let you reclaim them directly once the goods are re-exported — your customs authority or courier can tell you how.
If a parcel comes back to us because duties were not paid, documents were missing or delivery was refused, we treat it as a return and refund the product price minus the original shipping, return shipping, customs and brokerage charges we were billed.
Refunds are issued in US dollars. The amount in your local currency may differ from what you paid because of exchange-rate movement between the purchase and the refund — that difference is set by your bank, not by us.
If your country gives you stronger rights than this policy, those rights apply.
Contact us
Billiard City LLC
11419A W Palmetto Park Road, Unit 970561
Boca Raton, FL 33497, United States
sales@billiard.city
+1-561-803-0361