Returns & Exchanges Policy

At Harle Billiard Shop, we stand behind the quality of our premium billiard equipment. We want you to be completely satisfied with your purchase of professional-grade cues, cases, and accessories. If for any reason you’re not satisfied, we offer a straightforward returns and exchanges process for our customers worldwide (excluding some Asian countries).

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in its original condition, unused, and 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 Ball Storage (opened packages)
  • Custom Pool Cues (made-to-order items)
  • Carbon Fiber Shafts and Cues (unless defective)
  • Cue Balls (opened packages)

Return & Exchange Process

Step 1: Initiate Your Return/Exchange

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Harle Billiard Shop Team, I would like to request a [return/exchange] for my recent purchase: Order Number: [Your Order Number] Date of Purchase: [MM/DD/YYYY] Item(s) for Return/Exchange: [Product Name(s) and Quantity] Reason for Return/Exchange: [Please specify] Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Receive Return Authorization

Within 2 business days, our team will email you:

  • Return authorization number
  • Shipping instructions
  • Return address (2733 Hart Country Lane, Atlanta, US 30339)

Step 3: Ship Your Return

Package your item(s) securely in the original packaging and include:

  • Return authorization number (clearly visible)
  • Copy of your original invoice

Note: Customers are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

Once we receive your return:

  • We will inspect the item(s) within 3 business days
  • For exchanges: We will ship your replacement item immediately after approval
  • For refunds: We will process your refund within 5 business days of approval

Refund Information

Approved refunds will be issued to your original payment method:

  • Credit Card (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days

Original shipping fees are non-refundable unless the return is due to our error.

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery at [email protected]
  • Include photos of the damage/defect and packaging
  • We will arrange for a replacement or refund at no additional cost to you

International Returns

For our customers outside the United States:

  • All return shipping costs are the responsibility of the customer
  • We recommend using a trackable shipping service (DHL or FedEx)
  • Customs fees and import duties are non-refundable
  • Refunds will be issued in USD as stated on our website

Professional Service Guarantee

As specialists in tournament-grade equipment, we understand the importance of perfect condition products for serious players. Our returns team consists of billiard professionals who carefully inspect all returned items to ensure they meet our exacting standards before being restocked.

For any questions about our returns policy, please contact us at [email protected].