Cancel, Return, exchange & refund policy

If there is any issue with your order, kindly reach out to us immediately via email [email protected] or via our Contact Form at our contact us page. We are committed to promptly addressing and resolving any concerns you may have.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make, and we’ll confirm once the modification has been made.

Please note that a cancellation fee of 4.5% of the order value will be applied, and any orders that have already been fulfilled cannot be modified or canceled.

To check the status of your order, please contact our Customer Support team via email at [email protected].

RETURN & EXCHANGE

  1. 30-DAY, 100% MONEY BACK GUARANTEE FOR BRAND NEW ITEM(S) You have 30 business days to return an item from the date you received it. The 30-Day, 100% money back guarantee does not apply to accessories and products that have been chalked, modified, misused, abused, or improperly maintained.

To be eligible for the 30-day guarantee (RETURN or EXCHANGE):

  • Your item must be NEW, UNUSED, UNCHALKED, and in ORIGINAL CONDITION for a full 30 days from the date you received it.
  • Items must be returned in all original packaging and with accessories.
  • Your item needs to have the receipt or proof of purchase.
  • Personalized, customized products and limited editions are not eligible to be returned or exchanged unless there is a manufacturing error or product defect.

Original shipping charges are non-refundable. If the order was shipped under the terms of our FREE SHIPPING policy or promotion, the actual shipping charges that  hdmpool incurred will be subtracted from the refunded amount. A 4.5% refund fee will be charged by the Payment Gate for returned non-defective items.

Shipping fees for the return/exchange of the items are the responsibility of the customers. hdmpool will send the return label to the customer and this fee will be deducted from the refunded amount, in case of exchange, the customer will have to transfer the shipping fees to hdmpool. Please note that the return label is only valid for 14 days. If the product is returned after this period, the case may be resolved through an alternative solution.

Our return process:

Return process
Return process

 

Exchange Process

exchange process
exchange process

Return/exchange product(s) are sent to US Warehouse at this address: hdmpool, 1645 College St, South Bend, IN 46628, United States.

Please send us an email at [email protected] or contact us here with the subject: “Return hdmpool Items” and provide your receipt or proof of purchase and a picture of the package and product(s).

30-DAY GUARANTEE WITH FEE FOR CHALKED ITEM(S)

The 30-day guarantee with fee policy is applicable for chalked items. The 30-day guarantee with fee does not apply to products that have been modified, misused, abused, or improperly maintained.

If customers would like to RETURN chalked items, they are subject to a $15 restocking fee. Customers are responsible for the shipping fee. These fees will be deducted from the refund amount. A 4.5% refund fee will be charged by the Payment Gate.

For customers wanting to EXCHANGE chalked items for another SKU, a $15 restocking and repairing fee will apply. Customers are responsible for the shipping fees for the new and returned items. These fees will be transferred to hdmpool before the replacement item is shipped. Chalked items cannot be exchanged for the same SKU, but they can be exchanged once for the same type of joint. If any defects are discovered in the product after 30 days from the delivery date, please refer to manufator Warranty Policy.

DEFECTIVE / INCORRECT / DAMAGED PRODUCTS

If your items are defective, incorrect, or damaged, just send us an email at [email protected].

If it’s hdmpool’s fault:

  • We will give you a 100% refund.
  • Or send a new one to your address (will take only 5 – 10 business days). 100% free. You don’t need to pay any extra cost.
  • Please note that this policy excludes the issue with the connection of our shafts and your cue butts. Kindly reach out to our customer service for further assistance.

Please note that this policy excludes issues with the connection of our shafts and your cue butts. Kindly reach out to our customer service for further assistance.

If you find an item damaged after delivery, retain the shipping carton and all packing materials, and notify the carrier and hdmpool immediately.

If any defects are discovered in the product after 30 days from the delivery date, please refer to manufator Warranty Policy and contact us for further assistance.

hdmpool is not responsible for any delays caused by the shipping company. We will help replace products in a timely manner as our goal is your customer satisfaction.

If the customer ordered the wrong product, the customer is responsible for the shipping fee.

Please contact our Customer Support team at [email protected] or via our contact us page to start the refund or exchange process. Please include the following information:

  • Order number
  • Videos or photos since receiving and unboxing products
  • Complete delivery address
  • Contact telephone number

In case of shipping issues, please be aware that the refund process may take up to 3 weeks from the day the case is opened.

REFUND

Shipping and handling costs are not eligible for refunds.

Refunds will be issued back to the form of payment used. This includes gift cards. We cannot refund another form of payment if a gift card was used at checkout.

We strongly encourage you to contact us before returning any product to consult with a customer service representative on the eligibility of your order for return or exchange. If you choose to return your order without consulting a representative, and it does not meet all of our requirements, a refund will not be issued, and you will be notified via email with any and all options available to you on how to proceed.

Note: Personalized, customized products and limited editions are not eligible for refunds unless there is a manufacturing error or product defect. This includes, but is not limited to, cue engraving, joint changes, turn downs and stain/color changes, custom covers, colored rails, or any item that is changed from our original stock. All personalized, customized products and limited editions are final. The customer is responsible for any additional duty, taxes, brokerage fees, and insurance fees that may be assessed for returned, exchanged, and replaced items shipped internationally. These fees are also not refundable.

Return/exchange Address: hdmpool, 1645 College St, South Bend, IN 46628, United States.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and still have not received your refund yet, please contact us via email: [email protected]