Return Policy
You may return the eligible unused item(s) in its original packaging and in the condition it was received within 14 days of delivery or pick up. The customer is responsible for any fees that are related to shipping the merchandise back to Billiard Factory unless the return is a result of our error. Billiard Factory highly recommends that you make your return in person to one of our stores or ship your return to The Billiard Factory, 2013 S Persimmon St #100, Tomball Texas 77375 using UPS, FedEx, USPS or a similar service that offer the ability to track your shipment. We are not able to offer refunds on merchandise lost in transit being shipped back to us.
All items that are delivered to you via UPS, FedEx, USPS or similar service should be examined upon arrival for damage and note with the carrier before taking possession any visible damage to the product packaging. If you receive a shipment damaged, please refuse delivery of said shipment and have the shipping company return it. If you receive an item damaged and do not refuse it, you have accepted the condition and the item cannot be returned.
The original receipt, gift receipt, and packing slip (if applicable) are required for all returns and exchanges; and a valid photo I.D. may also be required.
Items that are custom (personalized by you or your representative), special order (not in stock at the time of your purchase), electronic, or has been assembled or installed are all NOT eligible for return (unless the product has been damaged by our installation team). Additional items not eligible for return are; labor, delivery and/or installation services; consumable goods such as chalk or shuffleboard powder; any product purchased used, as is, or within a clearance sale; items that are damaged, abused or appear to be misused; Items that are missing parts or accessories; furniture that has been assembled; any and all electronic items; anything after 14 days of delivery or pick up; anything that has visible signs of use; anything not in its original packaging.
A restocking fee of 25% may apply to any return eligible product purchased in our stores or online.
Gift card & gift certificate purchases are final (no refunds will be given).
If you are returning an eligible item that included additional items such as a free gift promotion, then you must return all the items received as a free gift to receive the full credit. If you do not return all of the items included with the free gift then the cost of those items will be deducted from the amount refunded. The free gift item(s) cannot be returned by themselves for any type of credit or refund.
If you return an eligible item that was part of a larger package or bundle of products and received a discount for purchasing the item together, the amount of refund will be discounted in proportion to the value of the product in relation to the total value of the package as a whole.
Billiard Factory may issue refunds in the form of a credit to the original credit card, check or in-store credit.
Eligible items that are returned that were originally purchased with a check or cash will be issued either an in-store credit, or a check for the refund amount will be mailed to you from our corporate offices. Purchases that were made by check will be refunded once the customer's check has cleared our bank. Cash and check returns that require a check from our corporate office may take up to 14 business days to process once the item is inspected and return eligibility is confirmed.
Refunds issued for returned merchandise that was purchased with a credit card will have the amount of the refund credited back to the card that was used for the original purchase. If the original card is no longer available, an in-store credit can be issued.
Billiard Factory reserves the right to refuse a refund without a receipt or for any item deemed not eligible for return and to make changes to this policy without notice.
If you have received damaged or defective merchandise, please call our Customer Service at 800-641-9367.
