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Outstanding Warranty & Maintenance 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.

We understand that a great cue is built to be a long-term companion. KHOA Cues provides a FREE manufacturer defect warranty for up to 3 years, accompanied by our most flexible customer support.


1. Butt Warranty

  • Warranty Period: 3 years.
  • Scope of Warranty: Free warranty for technical defects arising from the manufacturer (such as core structure defects, glue joint delamination, or butt structural warping under standard storage conditions).


2. Shaft Warranty

For the cue shaft – the part that directly absorbs impact and is most sensitive to weather conditions – we apply a FREE REPLACEMENT policy if severe defects occur (including: shaft warping exceeding 5mm measured from a flat surface to the shaft body, or technological laminated shaft joint separation).

Specific warranty periods for each line of shafts:

  • Hard Maple Shaft (Solid wood): 6-month warranty.
  • 10-Piece Laminated Shaft (10-splice technology): 12-month warranty.
  • 20-Piece Laminated Shaft (20-splice technology): 18-month warranty.


3. Warranty Terms for International Customers

In order to create the best conditions for cueists worldwide to experience high-end products at the best prices, KHOA Cues applies international retail prices that are completely identical (equal) to those of our domestic market in Vietnam. Therefore, in the case of warranty claims sent from abroad:

  • Shipping Costs: Customers are kindly requested to cover two-way shipping costs (sending the defective product back to our workshop in Vietnam and returning the repaired/replaced product to your country).
  • Taxes and Customs Fees in Vietnam (if any): If returning the defective product to Vietnam incurs import taxes or customs duties, these fees shall be paid by the customer.
  • Processing: KHOA Cues still guarantees to execute the entire process of repairing, fixing defects, or replacing the shaft completely free of charge according to the specified warranty period.


4. "Flexible for Customers" Warranty Principle

We understand that rigid rules can sometimes cause inconvenience to cueists. Therefore, KHOA Cues always emphasizes flexibility and mutual understanding. If a product encounters an issue outside the scope of our free warranty (due to accidental damage or improper storage), we will still make every effort to assist you with maintenance, repairs, or replacement of parts at the most reasonable cost so your cue can soon return to the table.


CUE CARE & STORAGE INSTRUCTIONS:

  • Absolutely DO NOT use cold or damp cloths to clean the shaft (water and moisture will swell the wood fibers, leading to a loss of surface finish and easily causing the shaft to warp).
  • Always store the cue in a dry, cool place; avoid damp areas or high-temperature environments (such as car trunks, near air conditioners, or in direct sunlight).
  • Keep the cue in a specialized cue case and store it vertically or flat on a cue rack when not in use.