Returns & Refunds
We want the returns process to be straightforward. This policy applies to purchases from the Castle Snooker Club online shop and does not affect your statutory rights.
Changing your mind about an online purchase
For most goods bought online, you can tell us that you wish to cancel within 14 days after receiving your order. You then normally have a further 14 days to return the goods.
You may examine an item in the way you reasonably could in a shop. We may make a lawful deduction if the value of returned goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning.
Printed-to-order Castle Snooker clothing
Our standard T-shirt designs are not treated as automatically non-returnable simply because the garment is printed after you place the order. A statutory cancellation exception can apply to goods made to your individual specification or clearly personalised, such as an item produced with customer-specific wording or another genuinely personal customisation.
How to request a return
Contact Castle Snooker Club using the contact details on this website and tell us clearly that you wish to cancel or return the order. Please include your order number and the item concerned.
Unless the goods are faulty or we agree otherwise, you are responsible for the direct cost of returning unwanted goods to us when exercising a change-of-mind cancellation right. Please package them appropriately. We recommend retaining proof of postage.
If goods are faulty, damaged, misdescribed or otherwise do not conform to the contract, Castle Snooker Club will bear the reasonable return postage costs where required by law. We will not require you to pay return postage where the law makes those costs our responsibility.
Refunds
Where the statutory cancellation right applies, we will refund the amount due using the original payment method. This includes the basic outbound delivery cost where required by law; any additional amount paid for a more expensive delivery option does not have to be refunded beyond the cost of our standard delivery option.
Refunds will be made within the applicable statutory timeframe. For returned goods, this is generally within 14 days after we receive the goods back or, if earlier, after you provide evidence that you have sent them back.
Faulty, damaged or misdescribed goods
Your rights for faulty, damaged or misdescribed goods are separate from the change-of-mind cancellation right. Please contact us as soon as possible with your order number and details of the problem. We will deal with the matter in accordance with your statutory consumer rights.
Collection-only products
Some cues and cue cases are collection only from Castle Snooker Club, York, while selected products are available for UK delivery. Buying an item online for collection does not by itself remove any statutory cancellation or faulty-goods rights that apply to the transaction.