Returns
Luxe Billiards is dedicated to providing excellent customer service and giving our customers confidence in their online purchases. Our return policy applies only to unused items and is separate from warranty claims.
Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.
If an item is eligible for Return
For up to 30 days after the order ships, we accept returns for refund, including sales tax. Only unused items are eligible for return. Orders outside of the 30-day window from the order's shipping date are no longer eligible for return or refund.
Return shipping costs are the responsibility of the customer.
If an item is returned without prior authorization, it will be rejected and shipped back to the customer at the customer's expense. If the item cannot returned to the customer for any reason, we will hold the item for 3 business days free of charge before charging storage fees to the customer's account ($10 per day for parcels, $100 per day for pallets/crates). If a product cannot be returned to the customer within 30-days, the item will be considered abandoned customer merchandise and will be relinquished.
Please contact us for any questions regarding returns at sales@luxebilliards.com.
Refunds
Cancellations (Before an Order Ships)
Cancel your order any time before it ships completely free of charge (exceptions apply such as financed orders, see below). If you need to cancel an order, please contact us as soon as possible at sales@luxebilliards.com so we can refund you in full before your order leaves the warehouse.
Standard Orders (Non-Financed)
Refunds will be processed on a case-by-case basis, and are entirely dependent on the manufacturer's refund policy. Luxe Billiards orders items directly from manufacturers, and adheres to their policies first and foremost.
Refunds must be requested within 30 days of the order's shipment. Outside of the 30-day window, orders are not eligible for a refund.
The product must be in its original packaging or repackaged satisfactorily after receiving approval from the item's Manufacturer.
The product must be unused and without modification from its original form.
To meet the criteria for a refund, a receipt, purchase order, or other proof of purchase (Online Order Number) is required from the customer.
We will notify you once the item's Manufacturer has received and inspected your return, and will let you know whether or not your refund request was approved. If you are approved, your original payment method will be automatically refunded within 10 business days. Please keep in mind that it may take some time for your bank or credit card company to process and post your refund.
If it has been more than 15 business days since we approved your return, please contact us at sales@luxebilliards.com.
Financed Orders (Buy now, pay later)
Order cancellations and refunds must be requested in writing via electronic mail to sales@luxebilliards.com, or by phone at (888) 785-8353 at least 24 business hours before the order is communicated to ship and before the order is "funded" by the finance company.
Once a financed order is shipped, it is considered fully funded and your order is considered final. Returns will no longer be accepted once a financed order ships. Before financing, we urge you to consult with a representative of your financier or a representative of Luxe Billiards to determine if this is the right payment option for you.
If all of the above requirements are met and a financed order has not yet shipped, Luxe Billiards will require a receipt, purchase order, or proof of purchase (Online Order Number) in order to initiate a refund.
Exchanges
If you accidentally ordered an item that is not satisfactory, we’re happy to work with you to arrange an exchange. Exchanges will be evaluated on a case-by-case basis, and will need to be approved by both Luxe Billiards and the item's Manufacturer. Please contact us at sales@luxebilliards.com to initiate an exchange.
An exchange will not be approved by Luxe Billiards unless it meets the same requirements as a return for both financed and non-financed orders.
The exchange must be requested within 30 days of the order's shipping date. Orders are no longer eligible for exchange outside of the 30 day window.
The product must be in its original packaging, or repackaged satisfactorily after receiving approval from the item's Manufacturer.
The product must be unused and without modification from its original form.
Finally, the Customer must provide a receipt, purchase order, or other proof of purchase such as an Online Order Number.
If an exchange is approved, the Customer will be responsible for both the return shipping cost and the shipping cost of the new item. The Customer will need to purchase the new item separately, and we recommend that this is done promptly in order to ensure the new item is delivered as quickly as possible. When the initial item is received by the addressee and it's condition is determined to be satisfactory by the manufacturer, you will be refunded for your first order by Luxe Billiards. Please note that you may have two charges on your account until the first order's items have been received, inspected, and a refund has been issued.
Lost or Damaged Items
In the unlikely event that a shipment arrives damaged, it is the customer's responsibility to document any damage on the Delivery Receipt and refuse the shipment by noting it on the handheld device provided by the driver.
We urge you to please inspect the items upon delivery before signing the delivery receipt.
If you receive a damaged item and want to initiate a return, do not sign the delivery receipt -- make a note on the delivery receipt that the item was damaged.
The customer will be responsible for filing a freight claim with the carrier, and Luxe Billiards will advocate on your behalf and assist in resolving the situation with the carrier. If an item is determined to be damaged in transit, a new item will be shipped to you free of charge.
Please notify us as soon as possible if you believe your order is lost in transit. If your order has been misplaced, we will work with the carrier to locate it. Luxe Billiards will take up to two weeks after we notify the carrier of the problem to locate your order. If, after confirming with the carrier that your order is indeed lost and all other options have been exhausted, Luxe Billiards will ship an additional item to you at no extra cost.
Our Warranty
luxebilliards.com sells all products with a manufacturer warranty unless otherwise specified. Please see the warranty for a specific product may also be found on the product's web page. Luxe Billiards offers no warranty in place of the manufacturer warranty.
Contact us
If you have any questions, concerns, or complaints regarding this return and refund policy, we encourage you to contact us at sales@luxebilliards.com or by calling (888) 785-8353.
Bender Stores LLC d/b/a/ Luxe Billiards
1309 Coffeen Ave STE 10668
Sheridan, Wyoming 82801
