Refund Policy

Our refund and returns policy expires after 30 days. We must be informed of your intention/request to return item/s within 14 days of receipt. When 30 days have passed since your receipt of goods, a full refund or exchange cannot be offered.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

  • Gift cards

Please do not send your item/s directly to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is not returned within 14 days of receipt, following return/refund approval.

Once your return item/s is/are received and inspected, you will be sent an email to confirm this. We will also notify you of the approval or rejection of your refund.

Approved refunds will be processed, and refunded back to the original payment method minus postage cost, within 14 days.

Late or missing refunds

If you believe a refund has not been received within the stated time frame, please recheck your payment method, credit card or bank before contacting Burroughes & Watts. There is often some processing time before a payment will show as refunded. If these enquiries, prove negative, please contact us at sales@burroughesandwatts.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Bespoke items

Bespoke or made to order items cannot be returned for a refund or exchange. All bespoke items are unsuitable for resale. By purchasing a bespoke item you agree to these terms & conditions. A bespoke item could include, but is not limited to the below examples:

  • Snooker, pool or Billiards cues which have been specifically made to your needs, including size, weight, colours, wood/material type and splicings etc..
  • Any custom designed snooker, pool, billiard table or furniture 

Please note, all bespoke items are subject to the standard industry tolerances as shown below:

  • Cue length  +/- 0.5 Inches(12.5mm)
  • Cue Weight +/- 0.25oz(7.09grams)
  • Tip Size (diameter) +/- 0.25mm(0.010”)

By purchasing a besoke/made to order item, you agree to these tolerances

Exchanges

A replacement will be offered if found to be damaged or defective. If you need to exchange an item ‘like for like’, in the first instance, please email contact at info@burroughesandwatts.

Shipping 

Return items should be shipped to Unit 11, PaperMill End Industrial Estate, Birmingham, B44 8NH

The sender will be responsible for return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Delivery times vary by location, UK/Worldwide.

When returning items, we advise using a trackable shipping service with insurance. 

Need help?

Contact us at sales@burroughesandwatts.com for questions related to refunds and returns.