Refund policy

# Refund & Returns Policy

**Apexprime Trading Ltd** (trading as Apex Pool Lab)
Company No. 17244811 · Registered in England and Wales
182-184 High Street North, East Ham, London, E6 2JA, United Kingdom
Email: support@apexpool.store

Last updated: 6 September 2026

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## 1. Return window

You may request a return within **14 days** of the delivery date. Requests received after
14 days cannot be accepted.

To start a return, email **support@apexpool.store** with your order number and the reason for
the return. **Do not ship any item back before receiving a Return Authorisation from us.**
Unauthorised returns will be refused and returned to sender at your expense.

## 2. Condition of returned items

Returned items must be:

- unused, unplayed and free of chalk, wear or tip marks;
- in their original packaging with all wrapping, inserts and accessories;
- complete — cues must include both butt and shaft, cases must include all straps and pockets.

Cues that have been chalked, shafts that have been shaped or scuffed, tips that have been
installed, and gloves or chalk that have been opened are **not eligible for return**, as these
items cannot be resold.

We inspect every return on arrival. If an item arrives used, incomplete or damaged through
handling, we may reduce the refund to reflect the loss in value, or decline the return.

## 3. Non-returnable items

- Custom, personalised or made-to-order cues
- Cue tips, chalk, gloves and other consumables once opened
- Gift cards
- Items marked "Final Sale" or "Clearance"

## 4. Return shipping costs

**Return shipping is paid by the customer**, unless the item is faulty or we sent the wrong
product. We recommend a tracked service — we cannot issue a refund for a return we do not
receive, and the risk of loss in transit remains with you until the parcel reaches us.

## 5. Refunds

Once your return is received and inspected, we will notify you of the outcome. Approved refunds
are issued to the original payment method within **14 days** of us receiving the returned goods.
Processing times on your bank's side may add a further 5–10 business days.

Where a return is made under the statutory right of withdrawal, we refund the price of the goods
together with the standard delivery cost originally charged. Where you selected an upgraded or
express delivery service, we refund only the equivalent standard delivery cost.

## 6. Faulty, damaged or incorrect items

Inspect your order on arrival. If an item is faulty, damaged in transit or not what you ordered,
contact **support@apexpool.store** within **48 hours** of delivery with your order number and
clear photographs of the item and its packaging.

We will arrange a replacement or a full refund, including return shipping, at our cost.

Cues are natural wood products. Minor variations in grain, colour and finish are characteristic
of the material and are not defects.

## 7. Cancellations

Orders can be cancelled free of charge at any time **before dispatch**. Once an order has been
dispatched, the return process above applies.

## 8. Your statutory rights

If you are a consumer in the United Kingdom or the European Union, you have a legal right to
cancel your order within 14 days of receiving the goods without giving a reason, under the
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the
EU Consumer Rights Directive. Nothing in this policy limits those rights or your rights in
respect of faulty goods.

## 9. Contact

**Apexprime Trading Ltd**
182-184 High Street North, East Ham, London, E6 2JA, United Kingdom
Email: support@apexpool.store

We respond to all enquiries within 1–2 business days.