30 Day Returns, Guaranteed.

BilliardLux offers a 30-day returns on all items, excluding those custom built. To be eligible for our 30-day return policy, your item must be unused and in the same condition that you received it. It must also be in the original packaging. A full, partial, or store credit refund will be issued depending on the returned condition. Returns may be made up to 30 days from the date at which the product has been purchased. Please contact support before you decide to return an item by emailing info@billiardlux.com.

Damaged Items

If your item arrives damaged, please notify us immediately by emailing info@billiardlux.com. We require that you report broken upon receiving items within 24 hours. Please keep in mind that we require quick reporting of broken during shipment issues to have time to file with the shipping carrier. Once all has been approved, we will get a replacement piece or fixture out to you.

If your item has been shipped via frieght and arrives visibly damaged, we require you either deny the shippment or make note of this with the carrier. If this is not done, we may not be eligible to make a claim for your shippment.

If your item is non-functionable due to a manufacturer defect, please notify us to resolve the issue. Commonly, this involves wiring and other related issues. These things will be resolved by receiving a new part or fixture to resolve the issue. We ask that you send us this information within 24 hours of receiving your items.

Failure to follow these steps may result in your ineligibility for a return or refund.

Images for any and all products may differ from the actual items themselves. For this reason, returns due to “not as described” lights will be required to pay for return shipping and our standard 20% restocking fee. This fee is usually waived with an offsetting purchase.

Refund Process

For all items, if you wish to return a product which is not broken and unopened and unused, we will require a 20% restocking fee on all items. For broken items, replacement parts will be sent at no extra charge. For malfunctions that are covered by the manufacturer, no extra costs will be required to have a new piece or fixture sent. If your item is broken in any way and you still wish to return it, our restocking fee will still apply. In addition, any returns that result in a refund less a 20% restocking fee; you will be required to pay all shipping costs associated with your purchase (this includes return shipping) which are non-refundable.

Please note that we take fraudulent or misleading orders seriously. Abusing our system, including our return policies, will make you ineligible for a return.

Shipping: DO NOT return items to: 4801 Glenwood Avenue, Suite 200, Raleigh, NC, 27612, United States. We will give you a specific address to return your products to. You will be responsible for paying for your own shipping costs for returning your item except when the item is broken upon receiving. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. During this process, we will try to ensure that is as smooth as possible for you and best solves your issues.

CANCELLATION POLICY

If a cancellation notification has been received more than 24 hours after an order, a 20% fee will be deducted from the order being canceled and payment refunded. If an order is canceled within 24 hours of the purchase time, no fee will be charged and the payment will be fully refunded. This policy is in place because our manufacturers are quick to package and ship your product to which our company is charged a fee. This fee may be way at our discretion.