Refund policy
Returns and Refunds Policy
Luxury Eco Games — made-to-order pool tables supplied in the United Kingdom
This policy forms part of our Terms of Service. It does not reduce your statutory rights. Replace all [square-bracketed] details before publication.
1. Summary
We do not offer a voluntary change-of-mind return scheme for made-to-order pool tables.
The statutory 14-day distance-selling cancellation right generally does not apply where goods are made to your specifications or clearly personalised.
A product is not automatically exempt merely because it is described as made to order. If the legal exemption does not apply, statutory cancellation rights remain available.
Your rights for faulty, misdescribed or otherwise non-conforming goods always remain available.
2. Change-of-mind cancellations for customised goods
Where your pool table is manufactured to measurements, colours, finishes, materials, engraving, branding or other specifications you selected, or is otherwise clearly personalised, you do not have the usual statutory 14-day right to cancel simply because you have changed your mind.
You may still ask us to cancel before delivery. Any agreement to do so is discretionary. We may deduct or recover reasonable costs and losses already incurred, subject to applicable law. We will explain the calculation and take reasonable steps to reduce our loss.
3. If the statutory cancellation right applies
If your product is not made to your specifications or clearly personalised and the statutory distance-selling cancellation right applies, you may cancel without giving a reason within 14 days after the day you, or a person you nominate, receives the goods.
To cancel, send a clear statement to [RETURNS EMAIL] or [POSTAL ADDRESS] before the cancellation period ends. Include your name, address, order number, product and delivery date. You may use the model cancellation form at the end of this policy, but you do not have to.
After cancellation, you must return the goods within 14 days unless we agree to collect them. You are responsible for the direct cost of returning non-faulty goods where we informed you of that responsibility before the contract was formed. Because pool tables are large and may require specialist handling, the estimated return cost is [INSERT REALISTIC MAXIMUM ESTIMATE OR CALCULATION METHOD]. We will not impose return costs that the law requires us to bear.
You must take reasonable care of the goods. We may reduce the refund only where permitted by law to reflect loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
We will refund the price and the applicable standard outbound delivery charge within the period required by law. We may withhold the refund until we receive the goods or you provide evidence of return, whichever occurs first. We will normally use the original payment method unless agreed otherwise, and we will not charge a refund fee.
4. Faulty, damaged, misdescribed or incorrectly installed products
Contact us promptly at [RETURNS EMAIL] or [PHONE] if a product arrives damaged, is faulty, differs materially from the agreed description or specification, is not fit for an agreed purpose, or installation has not been carried out with reasonable care and skill.
Provide your order number and a clear description of the issue. Photographs or video may help us assess the problem but will not be used to impose an unreasonable barrier to a remedy.
Depending on the circumstances and UK consumer law, you may be entitled to:
reject the goods and receive a refund within the applicable short-term right-to-reject period;
a repair or replacement;
a price reduction; or
a final right to reject and receive an appropriate refund.
Where the problem concerns installation, we may also be required to repeat the service or provide an appropriate price reduction. Your remedy depends on the facts and applicable law.
5. Reporting visible delivery damage
Where possible, inspect the packaging and table at delivery and note visible damage on the delivery record. Contact us promptly and keep the packaging until we advise you. Failure to note or report visible damage immediately does not remove your statutory rights.
6. Inspection, collection and return arrangements
Pool tables are heavy, specialist products. Do not dismantle, move, package or return a table without contacting us first. We may arrange an inspection at your premises or ask for reasonable evidence of the issue.
If goods are faulty or otherwise do not conform to the contract, we will arrange and pay reasonable collection, removal, repair, replacement and redelivery costs where the law requires. If an inspection shows no fault and the issue resulted from misuse, accidental damage, unauthorised movement or unsuitable site conditions, we may charge reasonable inspection or collection costs only where this is lawful and was made clear to you.
7. Non-faulty return costs
Where a legal change-of-mind cancellation right applies to a non-faulty product, you must pay the direct cost of returning it, provided we gave you the legally required information before purchase. Returns must use an appropriately insured specialist carrier and safe packaging. We recommend contacting us before booking transport so that collection and access can be coordinated.
8. Refund method and timing
Approved refunds will be made to the original payment method unless we agree otherwise. Statutory refunds will be made within the time required by law. Any discretionary cancellation refund will be made within [14] days after the amount is agreed, less any lawful and reasonable deduction explained to you.
9. Exchanges and replacement choices
We do not offer automatic exchanges for non-faulty made-to-order goods. Where a repair or replacement remedy applies, we will discuss the practical options, availability and timeframe with you. A replacement may require a new manufacturing lead time.