Refund policy

Return & Refund Policy

At Diana Billiards, we are committed to providing quality billiards and snooker products to our customers. Please read our return and refund policy carefully before placing an order.

1. Return Eligibility

* Returns are accepted only on selected eligible products.
* Customers must request a return within 2 days of receiving the order.
* Products must be unused, undamaged, and returned in their original packaging with all accessories and tags, where applicable.
* The product must be in its original condition and suitable for resale.
* A return request must be approved by Diana Billiards before the product is shipped back.

2. Non-Returnable Products

For hygiene, quality-control, and product-use reasons, the following items are not eligible for return or refund once sold, except where required by applicable law or where the product is defective, damaged on arrival, or incorrectly supplied:

* Cue tips, including leather and other consumable cue tips
* Billiard and snooker cloth
* Billiard, pool, and snooker ball sets
* Cue chalk and other consumable accessories
* Used, installed, cut, shaped, or modified products
* Products damaged due to improper handling, installation, or use
* Custom-made, personalized, or specially ordered products, unless defective or incorrectly supplied

Other products may also be non-returnable if specified on the product page before purchase.

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.

Please provide:

* Your order number
* Clear photos or a video showing the issue
* Photos of the packaging, where relevant

After verification, we will offer an appropriate resolution, which may include a replacement, repair, or refund, depending on the circumstances and applicable law.

4. Refund Policy

* Refunds are processed only after the returned product has been received and inspected, where applicable.
* Approved refunds will be issued through the original payment method or another mutually agreed method.
* Refund processing times may vary depending on the payment provider or bank.
* Original shipping charges and return shipping costs may be non-refundable where legally permitted, except where the return is due to our error or applicable law requires otherwise.

5. Return Shipping

* Customers are responsible for return shipping costs for approved change-of-mind returns, where applicable.
* If the product is defective, damaged on arrival, or incorrectly supplied, Diana Billiards will arrange or cover reasonable return shipping costs as required by applicable law.
* Products should be packed securely to prevent damage during transit.

6. Order Cancellation

Orders may be cancelled before dispatch, subject to confirmation by our team. Once an order has been dispatched, cancellation may no longer be possible, and the applicable return policy will apply.

7. How to Request a Return

To request a return, contact Diana Billiards through our official customer support contact details provided on our website or order confirmation. Include your order number, the reason for the request, and relevant photos or videos.

8. Policy Updates

Diana Billiards reserves the right to update this policy when necessary. The policy applicable to your order will be interpreted in accordance with applicable consumer-protection laws.

Important: Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.