Frais de retour

Returns & Refunds

We want you to be happy with your purchase. If you’re not you can return the product to us following the instructions below, and we’ll exchange or refund your payment to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy.

Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 30 working days of receipt. This includes any delivery charge for faulty or damaged goods, but excludes the products listed as exceptions below.

Terms & conditions

If you’re unhappy with your purchase, please let us know, we’d like this to be within 30 days of purchase, the buyer must pay for any return costs unless the product is damaged or faulty. 

If you return your item to our shop and you’d like a refund but don’t have your receipt, order confirmation or delivery note, we’ll give you a gift card to the value of the current selling price. Ordinarily if you have your receipt or delivery note we’ll refund the original debit, credit or charge card used to purchase.

It’s important that any unwanted item, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and unused or altered in any way.

See full terms and conditions here, and information on Consumer Contracts Regulations 2013.

Products we are unable to cancel, refund or exchange.

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

• products which have been personalised for you
• made to order products
• products altered in anyway

Where a product has been specially ordered for you, unless faulty, we’re unable to refund or offer an exchange. We’re unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We’ll make this clear when you place your order.

This does not affect your statutory rights.

Returning Goods

Goods can be returned as long as:

• You can package it in its original box & packaging
• The product is still in its original condition and has not been altered in any way
• There is a UK mainland return fee of £15 for any parcel under 1.5 metre in length
• There is a UK mainland return fee of £25 for any parcel over 1.5 metre in length
• Any region classed as outside UK Mainland please contact us for return costs

For this to happen you would need to purchase a UK Return. To do this:

• Either go to the support section at the bottom of any page and under support click on UK Return Shipping Fees or click here: UK Return Shipping Fees
• Then click on UK returns £15 (for under 1.5m packages) or £25 (for packages over 1.5m)
• Pay the returns shipping fee

I will then arrange to either post you out a return label or if you have printing facilities to email you a label.

Please email us at admin@premiumcues.co.uk to advise us of:

• what you wish to return
• why you are returning it
• if you have all original packaging - boxes and bubble wrap
• if you have printing facilities.

When you receive the label please attach this securely to the sealed parcel - remove or score through the original label and drop the parcel off at any post office. 

Once the product is returned to ourselves we will arrange a full refund or replacement for you if all conditions are met.

If an item is damaged in return transit due to not being packaged with enough care and attention and / or not in the original packaging or for any other reason then this will affect any refund / exchange claim.

If your product is faulty and you have not kept your original packaging then you would need to purchase a returns shipping fee: UK Return Shipping Fees, in order for us to send you the required packaging to allow a safe return of the goods to ourselves to assess any refund  / exchange request. 

Kind regards

Paul (Premium Cues)