Refund policy

📄 ARES CUE - Custom Cue Refund & Return Policy

 

Last Updated: November 3, 2025

Thank you for choosing ARES CUE to customize your exclusive billiard cue. We are committed to delivering high-quality products that meet your expectations. Due to the custom nature of our products, please read the following Refund and Return Policy carefully before making a purchase.

I. Return Window

We accept return requests initiated within 14 days from the date you receive your order.

If 14 days have passed since your item was delivered, unfortunately, we cannot offer you a refund or exchange.

II. Eligibility for Return

To be eligible for a return, your billiard cue must meet the following conditions:

  • The item must be new and unused (e.g., no chalk residue, no scratches, no dents or dings).

  • The item must be in its original packaging (including all accessories, protective covers, etc.).

  • You must provide the order number or proof of purchase.

III. Non-Returnable Items (Crucial)

Please note that not all items are eligible for a return. The following items cannot be returned or refunded under any circumstances (unless a verified manufacturing defect exists):

  1. Highly Personalized Custom Items: Any cue featuring personal engraving (such as initials or names), specific carving designs, or made strictly to your unique, non-standard specifications (such as unconventional weight, length, or custom tip requests).

  2. Clearance or Final Sale Items.

  3. Gift Cards.

By placing an order for the above items, you agree to these terms.

IV. How to Initiate a Return (Return Process)

  1. Contact Customer Service: Please contact our customer service team via email within the 14-day return window: info@aresgood.com.

  2. Provide Information: In your email, please provide your Order Number, the item(s) you wish to return, and the reason for the return.

  3. Attach Photos (Mandatory): To expedite the process, please attach clear photos of the cue's current condition (including the shaft, tip, and original packaging) for our initial assessment of its return eligibility.

  4. Wait for Approval: Our team will review your request within 3 business days.

  5. Ship the Item Back: Once your return request is approved, we will provide you with the return address and detailed shipping instructions.

V. Return Shipping Costs

  • Non-Quality-Related Returns: If the return is due to personal reasons (e.g., not satisfied with the feel, changed your mind, wrong size ordered), you will be responsible for paying the shipping costs for returning your item(s) and ensuring safe delivery. Original shipping costs are non-refundable.

  • Quality-Related Returns: If the cue you received is defective, damaged in transit, or incorrect, please contact us immediately within 72 hours of receipt and provide clear photos. Upon verification, we will cover the return shipping costs.

VI. Refund Method: Store Credit

To maintain the operations of our custom manufacturing business, for all eligible returns:

Once we receive your returned item and inspect it to confirm it meets the return conditions, we will process your refund. The refund will be issued in the form of Store Credit to your ARES CUE account.

  • This credit is equal to the amount you paid for the item(s) (excluding original shipping fees).

  • Store Credit has no expiration date and can be used for any future purchase at ARES CUE.

  • We do not offer cash refunds or refunds to the original payment method.

VII. Contact Us

If you have any questions regarding our Refund Policy or your order, please contact us immediately:

  • Email: info@aresgood.com

  • WeChat: 15006025414

  • WhatsApp: 15006025414