Refund policy

Returns & Refunds

We want you to be happy with your purchase. This policy explains your legal rights when buying from us online, the additional voluntary returns we offer on top of those rights, and what happens if something arrives faulty or damaged.

Premium Pool Tables is a trading name of Slate & Cue Limited, registered in England & Wales, company number 17108837.

1. Your legal right to cancel

If you are a consumer buying online, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You may cancel at any time from the moment you place your order until 14 days after the day you receive the goods. You do not need to give a reason. This applies to our standard pool tables and games room products, including slate-bed tables.

To cancel, simply tell us in writing before the 14 days are up:

Please include your order number. A clear statement that you wish to cancel is enough — you do not have to use a particular form of words. We will acknowledge your cancellation in writing.

Once you have told us you are cancelling, you must send the goods back, or make them available for collection, within 14 days.

What we refund

We will refund the full price you paid for the goods, plus the standard delivery charge you paid to receive them. If you chose an upgraded or non-standard delivery option, we refund the cost of our standard delivery and you bear the difference.

We will issue your refund within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have returned them, whichever is sooner. Refunds are made to the original payment method.

Who pays to return the goods

You are responsible for the cost of returning the goods to us. Because pool tables cannot be returned by post, we are required to tell you what this costs before you order. Our estimates are:

  • Cues, accessories and small items — £5 to £15, arranged by you
  • Lighting and fragile items — £15 to £40, arranged by you
  • Pool table, still boxed and unassembled — £250 to £450, depending on table size and your location
  • Pool table that has been assembled or installed — £350 to £650, covering dismantling, packing and collection

Tables outside mainland England and Wales, or at addresses with stair access, restricted access or other specialist handling requirements, may cost more. If so, we will quote you the exact figure in writing before collection is arranged, and you may choose to arrange your own suitable carrier instead.

You may return goods yourself using a carrier of your choice, provided the goods are properly protected in transit. We strongly recommend using an insured service, as you are responsible for the goods until they reach us.

Deductions for handling

You are entitled to handle and inspect the goods as you would in a shop. If the value of the goods is reduced because you have handled them beyond what is necessary to establish their nature, characteristics and functioning, we may deduct a reasonable amount from your refund to reflect that loss in value.

In practice, for a pool table this means a table that has been played on, re-clothed, modified, damaged after delivery or exposed to unsuitable conditions such as damp or extreme temperature may be worth less than a new one, and we may make a deduction. We will always explain any deduction to you and how we have calculated it.

Installation services

Where you have asked us to carry out installation, and you have expressly requested that the installation goes ahead within the 14-day cancellation period, you will be charged a proportionate amount for the installation work already carried out at the time you cancel. This is a specific exception under the Regulations, and we will ask you to confirm your request when the installation date is booked.

If the installation has not yet taken place, the installation charge is refunded in full.

Orders this does not apply to

The statutory right to cancel does not apply to goods that are made to your specification or clearly personalised. For us, that means bespoke, made-to-measure or custom-finish tables — for example a table built to a non-standard size, or finished in a cloth, timber or specification chosen by you and not offered as a standard option.

Where a product falls into this category we will make that clear on the product page and confirm it in writing before your order is accepted. If we have not told you a product is bespoke, you keep your full right to cancel.

This exception does not apply to faulty goods. Bespoke items that arrive faulty or not as described are covered by section 3 below.

2. Our additional 30-day returns

On top of your legal rights above, we voluntarily offer an extended returns window. This is a goodwill arrangement, not a statutory right, and different terms apply.

If you are outside the 14-day statutory window but within 30 days of delivery, we may accept a return of an eligible, unused, non-bespoke item. Under this voluntary scheme:

  • We do not charge a restocking fee
  • Outbound delivery and installation charges are not refunded
  • You pay the return or collection cost, as set out above
  • Goods must be unused and in original condition, with original packaging where possible
  • . This condition applies only to this voluntary scheme — within the 14-day statutory window in section 1, goods that have been unpacked, inspected or handled are still returnable, and we may only make a deduction where their value has genuinely been reduced.
  • Any promotional discount applied to the order may be adjusted or deducted

Please contact us before returning anything under this scheme so we can approve the return and give you the correct return address or arrange collection.

Nothing in this section limits your statutory rights in section 1 or section 3. If you are still within the 14-day statutory window, section 1 applies.

Product-specific conditions

The following conditions apply to voluntary returns under this section only. They do not limit your statutory rights in section 1, where the only deduction we may make is for a genuine reduction in the value of the goods.

  • Cues — cues that have not been chalked or used may be returned within 30 days. A chalked or used cue is treated as a used item and is not eligible under this voluntary scheme.
  • Lighting — please contact us before returning any lighting product. Lighting must be packed securely enough to survive transit; where a return is damaged because it was inadequately packed, we may reduce or decline the refund under this scheme.
  • Game tables — some game tables are returned directly to the original supplier or manufacturer. Where that applies we will arrange the return authorisation and send you the correct instructions and address.

3. Faulty, damaged or incorrect goods

If your goods are faulty, damaged in transit, not as described or not fit for purpose, you have separate rights under the Consumer Rights Act 2015, and you never pay to return them.

  • Within 30 days of delivery — you have the short-term right to reject the goods and receive a full refund.
  • Within 6 months — you may ask for a repair or replacement. If a repair or replacement is not possible or does not resolve the problem, you are entitled to a refund, which may be reduced to reflect the use you have had.
  • Up to 6 years (5 years in Scotland) — you may still have a claim where goods were not of satisfactory quality at the time of delivery.

Please inspect your order as soon as you reasonably can after delivery and contact us promptly with photographs of any problem. We collect faulty goods at our own cost and cover any dismantling required.

4. Cancelling before delivery

You may cancel at any time before delivery. If you cancel within the statutory period, you receive a full refund and we do not charge you for costs we have already incurred.

Outside the statutory period — for example, a bespoke order, or a goodwill cancellation after 14 days from delivery — we may deduct reasonable costs we have genuinely incurred and cannot recover, such as a supplier's cancellation charge or a booked delivery slot. We will tell you the amount before deducting it.

5. Refused deliveries

If you refuse a delivery, we will treat it as a cancellation and apply whichever of the sections above is relevant. Where the refusal falls outside your statutory cancellation rights, the outbound delivery and return transport costs may be deducted from your refund.

6. Before you order a pool table

Pool tables are large, heavy and installed in place. A little planning avoids most problems, and we would much rather answer questions before you buy than arrange a collection afterwards.

Please check that:

  • Your room is large enough for the table and comfortable cueing room around it
  • Doorways, hallways, staircases, lifts and corners allow the table to reach the room
  • A delivery vehicle can access the property
  • The floor can safely carry the weight — slate-bed tables weigh several hundred kilograms
  • The installation area will be clear and ready on the day

If you are unsure, contact us before ordering and we will help. We may ask for photographs or a short video of the access route.

7. How to start a return

Contact us and we will take it from there:

Please have your order number to hand, and let us know whether the table has been installed, so we can arrange the right kind of collection.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. Where any term of this policy conflicts with your legal rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015, your legal rights take precedence.

If you are buying as a business rather than as a consumer, the statutory cancellation rights in section 1 do not apply, and our business terms of sale govern returns.

Premium Pool Tables
Trading name of Slate & Cue Limited
Unit A, 82 James Carter Road
Mildenhall
Suffolk
IP28 7DE
United Kingdom
Registered in England & Wales, company number 17108837