Refund policy

Refund & Return Policy


Overview

At CRBN Cues LLC, your satisfaction comes first. That’s why every eligible cue purchase is protected by our Love Your Cue™ 30-Day, 100% Satisfaction Guarantee. We want you to feel confident putting your cue on the table—and confident you’re covered if it’s not the right fit.

What This Policy Covers

Throughout this policy, “your cue” means the cue butt together with the shaft it was configured with at the time of purchase. All other products are governed by the Add-On Items section below.

Love Your Cue™ 30-Day Satisfaction Guarantee

If for any reason you’re not completely satisfied, you may return your cue within 30 days of delivery for a refund of the full cue purchase price.

To ensure a smooth return experience, the following conditions apply:

  • Returns must be initiated by the original purchaser
  • The return must be scanned by the carrier within 30 days of the original delivery date
  • Your cue — the butt and its included shaft — may be chalked and test-played, but must be returned in like-new condition, free from visible dings, dents, scratches, cracks, or unremovable signs of wear
  • All original components and packaging must be included, including any add-on items returned with the cue
  • Proof of purchase is required

Scope of the Guarantee

The Love Your Cue™ Guarantee is intended for customers who determine the cue is not right for them and wish to return it for a refund. It is not an exchange mechanism, and it is not a price or promotion adjustment mechanism. Customers seeking a different size, model, or finish should request an exchange rather than a guarantee return.

We reserve the right to decline repurchase of the same or a comparable item by customers who have received a Love Your Cue™ refund.

Add-On Items

For purposes of this policy, “add-on items” means any product other than your cue, including additional shafts, tips, extensions, cases, gloves, and apparel, whether purchased with your cue or separately.

  • Add-on items returned unused and in original packaging are eligible for refund. Add-on items that have been used are eligible for exchange under the Exchanges section rather than for refund, except when returned together with your cue as part of a complete return under the Love Your Cue™ Guarantee, in which case they are refunded with it.
  • Gloves, apparel, and other personal-wear items must be returned unused and unopened, with packaging, seals, and tags intact. Once opened or worn, they are not eligible for return or exchange.
  • Cue tips are not eligible for return or exchange once installed.
  • Refunds for add-on items are issued in the amount actually paid as reflected on your order, net of any discount applied at the time of purchase, and not at regular retail price.
  • If you are unsure whether an item qualifies, contact support@crbncues.com before use.

Return Shipping

As part of our Love Your Cue™ Guarantee, we cover domestic return shipping on approved returns. Once your return is approved, our team will provide instructions to get your cue safely back to us.

Refunds

Once your return is received and inspected:

  • Approved refunds are issued for the full cue purchase price
  • Refunds are processed to the original payment method

Please allow 7–10 business days for processing, plus any additional time required by your bank or card provider

Non-Refundable Items

  • Gift cards
  • Clearance or final sale items
  • Custom or personalized products (unless defective upon arrival)
  • Add-on items that have been used, opened, or installed

Exchanges

If you’d prefer an exchange instead of a refund, let us know when initiating your return. Exchanges are subject to inspection approval and product availability. Cues and shafts may be exchanged within 30 days provided they are returned undamaged and free from dings, dents, scratches, cracks, or unremovable signs of wear; chalk and normal play do not affect eligibility. Exchanges are subject to a restocking fee to cover cleaning, re-tipping, and inspection. The applicable fee will be provided to you when your exchange is authorized.

Damaged or Defective Items

If your item arrives damaged or defective, please contact support@crbncues.com
 within 7 days of delivery. We’ll make it right with a replacement or refund and provide return instructions.

Warranty Coverage

After the 30-day Love Your Cue™ Guarantee period, all cues remain protected by our Limited Lifetime Warranty, subject to its terms and conditions.

Contact Information

For any questions regarding returns, refunds, or warranty coverage:

Email: support@crbncues.com

Address:
CRBN Cues LLC
30 N Gould St
Sheridan, WY 82801

Effective Date: 08/27/2026