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Returns & Refunds Policy

At KHOA Cues, we do not only deliver billiard cues crafted with optimum precision and premium finishes, but we also commit to bringing absolute peace of mind throughout your playing journey. With a customer-centric business philosophy, the following policies are established clearly and professionally, while maintaining a flexible, "fair and reasonable" approach to ensure the best interests of our players.

KHOA Cues strives to achieve the highest level of craftsmanship for every single product before it leaves our workshop. However, to ensure objectivity and customer rights, our return policy is defined as follows:


1. Eligible Return Cases (Manufacturer Defects)

If the product received does not meet quality standards due to technical defects from the manufacturer (such as wood cracking, defective joints, glue separation on laminated shafts, or severe deviation from ordered specifications), we will:

  • Exchange the product for an equivalent new one (return shipping costs in Vietnam are 100% covered by KHOA Cues).
  • Or issue a refund to the customer if no suitable replacement product is available or upon mutual agreement.


2. Limitations Regarding the 100% Absolute Straightness Standard (Natural Wood Properties)

  • No returns are accepted for reasons regarding the cue not being 100% absolutely straight: Since billiard cues are crafted from natural wood, which is mechanically sensitive to humidity and temperature, wood always exhibits very minor natural expansion and bending tolerances.
  • Allowable Mechanical Tolerance: We allow a tiny mechanical tolerance (within the professional billiard standard limit of under 1.5mm – which absolutely does not affect your shots or the ball path). This tolerance is a normal physical property of any high-end wood cues in the world and will not be considered a product defect for return or refund requests.
  • Note: Shafts that are visibly warped (exceeding 5mm measured on a flat surface) will still be eligible for our shaft replacement warranty under our Shaft Warranty Policy.


3. Natural Wood Characteristics Clause

  • The grain pattern, wood eyes, and color tone of each exotic wood type (Rosewood, Ebony, Mahogany...) are unique and singular. Minor aesthetic differences in wood grain compared to sample photos on our website do not affect technical quality and do not fall under our return policy.


4. No-Buyback Policy on Sold Products (No "Trade-In" or Return Policy)

  • No Buybacks: KHOA Cues does not apply buyback, consignment, or trade-in policies for used products (except for exchanging new products due to manufacturer defects within the timeframe specified in Section 1 above).
  • Reason: Every cue leaving KHOA Cues is 100% brand new, rigorously quality-tested, and often personalized to each player's individual specifications (weight, length, shaft diameter, joint type...). To guarantee that every customer coming to our workshop receives a pristine, original, and never-used product, we do not buy back sold products under any circumstances. We kindly ask for your understanding and encourage you to carefully consider your technical specifications before making a purchase or placing a custom order.