Refund policy

Returns and Refunds Policy

If you receive an incorrect item, an item with missing parts, or an item that is damaged on arrival, please contact Project Q within 7 days of receiving it and provide your order number and clear photos so we can follow up.

Items must remain unused, uninstalled and unmodified, with all packaging and accessories intact. Items that have been used, tested in play, adjusted or customised at the customer’s request cannot be returned or exchanged. For hygiene and personal-use reasons, opened or used cue tips, chalk and care products also cannot be returned or exchanged.

Cues are made from natural wood. Variations in grain, colour and minor natural differences are not considered defects. Second-hand consignment items are sold in the condition stated on the product page, and clearly disclosed signs of use are not grounds for a return.

Returns must first be confirmed by Project Q. Items sent back without confirmation may not be accepted. Customers are responsible for the shipping costs of returns for reasons unrelated to a problem with the product.

Refunds will be processed to the original payment method after inspection is complete. The time it takes for the funds to reach your account depends on the bank or payment provider. Shipping charges from the original order are generally non-refundable.

If you need assistance, please contact Project Q through the Contact Us page on the website.