Please read these terms carefully, print and keep a copy of them for your reference.
Cue Craft Limited
Unit 3, Coach Close
Shireoaks Triangle Business Estate
Telephone Number: +44 (0)1909 474461
VAT No: GB 509 3552 46
Registration Number: 3331306
If you have any queries with your order, or the service you receive please do not hesitate to contact us.
When you place an order through our website, we will immediately send you an e-mail to confirm that we have received your order. Cue Craft Ltd will check the price and the availability of the goods. In the unlikely event that the goods are no longer available, or that we have made a pricing error, we will advise you of this. The right to accept or decline any order is entirely at our discretion.
You may also order online and pay by cheque. Simply print a copy of your order and send it with your cheque to the address as above.
Prices include VAT at the prevailing UK rate.
Dispatch and Delivery:
Upon successfully processing your payment transaction, In stock goods will be dispatched within 24 hours of order placement. For cues that have been made to your exacting requirements please allow four to six weeks. This excludes weekends, holiday periods, UK Bank Holidays.
Please note that certain products make have longer manufacture times dependant on the sourcing of some required materials.
UK addresses containing a full and valid UK MAINLAND Postal Code (does not include Isles):
A delivery charge applies to all orders where delivery is to a UK mainland address possessing a full and valid UK postal code. This does not include The Isles – please see Overseas Deliveries below. Your goods can normally be expected to arrive within 2 days of dispatch (excluding weekends, holiday periods and UK Bank Holidays). Larger/heavier items such as cues, cases, cue racks etc will require a signature upon receipt. Cue Craft Ltd cannot be held responsible for any delays resulting from the postal or courier service providers.
Please allow up to three to five weeks for dispatch of personalised items, (excluding weekends, holidays & bank holidays). If your order also contains non-personalised items, they will be dispatched with the personalised ones.
Addresses that do not possess a full and valid UK postal code and UK Isles the Postage/Carriage charges are calculated based on the delivery address and the total weight of the order. We are unable to calculate the final cost until you have completed your product selection and entered the checkout. Please note: that payment of any customs and excise duties and/or import taxes are not included. You will need to pay this yourself in accordance with local legislation and regulations.
Delivery via International Standard Post:
Expected delivery time dependant upon country of destination – (excluding weekends, holidays and Public Holidays).
Faulty or Damaged Items
If there is a problem with any of the goods, please contact us. We will handle the matter in accordance with your legal rights.
Cue Craft Ltd 12 Months Guarantee:
With all our products manufactured to the highest quality standards we are confident that you will enjoy many years of excellence. However, occasionally even the best-engineered products can sometimes go wrong. That is why at Cue Craft Ltd, we offer all our customers a 12 month guarantee from the date of purchase against defect in materials and workmanship. Please see exceptions below.
If your product fails within its guarantee period please do not hesitate to contact us on 01909 474461 or firstname.lastname@example.org and we will do our utmost to assist you.
Are there any exclusions or limitations to the guarantee?
- All consumables & accessories – please contact us
- Normal wear and tear
- Wilful or accidental damage
- Negligence or misuse or use other than for normal purposes
- Modifications/alterations to the product
- Coatings – these will naturally deteriorate over time during usage
- Please read our full list of terms and conditions
This does not affect your legal rights.
Returns Policy – Cancelling An Order/Exchanges/Refunds:
Why Cue Craft product is unbeatable:
Buy with confidence – If you’re not happy you can simply send it back.
No hidden charges – we pride ourselves on having no hidden charges. VAT is fully included so you know that the price you see is the price you pay.
Office of Fair Trading – We exceed the Office of Fair trading terms and conditions on returns for your product and payment protection. From the moment you buy anything we are here to help you every step of the way.
If you are not entirely satisfied with your goods you have the right to cancel your order. This does not apply to personalised items. Please see Personalised Items Returns Policy below. To do this, please contact us on + 44 (0) 1909 474461 or email@example.com You do not have to give us a reason for cancellation; however, a brief explanation will help us to improve the service we offer to customers in the future.
If you cancel an order, require an exchange or refund you must return the goods to us at your own expense. Although, please feel free to contact us at any time when considering returning any product for whatever reason and we will endeavour to accommodate you to the best of our ability. You must ensure that the goods are packaged adequately to protect against damage. We highly recommend that you obtain proof of posting or use a recorded/insured service for returning any items as we regret we cannot be held responsible for goods lost or damaged in transit.
We will refund the value of the goods on satisfactory receipt of them, which must be received in good condition, unused, in original packaging and include any accessories and items supplied. We will refund you using the payment method you used at the time of purchase, within 30 days of receiving your notice to cancel.
Any bespoke/personalised item(s) (cues, cases etc) cannot be returned for a refund or exchange. This does not affect your statutory rights.
Please allow three to five weeks for dispatch of the following personalised items:
- Personalised Cues
- Personalised Cases
Due to our manufacturer’s holiday shutdown, please allow an extra 10 working days (5 to 7 weeks in total) for dispatch of any orders placed during the Xmas Period.
We apologise for the extended waiting time but all good things come to those who wait!
Please note: If your order contains non-personalised items, your order will only be dispatched when your personalised items are ready. You have the option to place separate orders if you want non-personalise items now and any personalised items when they are ready. You will be charged P & P for each order.
Non-Receipt of Goods:
Claims for non-delivery of goods must be notified to Cue Craft Ltd within 14 days of placing your order. Any shortages in packages must be notified to us within 7 working days following the day after the date of delivery.
UK law applies. You and Cue Craft Ltd submit to the exclusive jurisdiction of the UK courts in relation to any disputes arising out of this Agreement.