Shipping, Returns & Warranty Policy

1. Eligibility

Customers may request a return within 30 calendar days from the date of delivery.

To qualify for a return, the item must meet ALL of the following conditions:

  • Brand new and unused
  • Unchalked
  • No tip installed or modified
  • No signs of use, scratches, dents, or damage
  • Returned with original packaging and all accessories
  • Accompanied by valid proof of purchase (order number or invoice)

HOW reserves the right to refuse any return that does not meet these conditions after inspection.

2. Non-Returnable Items

  • Custom or personalized products
  • Discontinued products
  • Cues with installed or replaced tips
  • Clearly used products
  • Clearance or promotional items
  • Delays caused by customs clearance are not grounds for return

3. Restocking Fee

  • A 10% restocking fee will be deducted
  • Original shipping costs are non-refundable
  • Return shipping costs are the responsibility of the customer
  • Refunds will be processed within 7–14 business days after inspection
  • Any import duties or customs fees are the responsibility of the buyer

1. Exchange of Unused Items

Unused items meeting the return criteria may be exchanged within 30 days.

Price differences must be paid or refunded accordingly.

The customer is responsible for both outbound and return shipping costs.

2. Defective or Damaged Upon Arrival

If the product arrives damaged during transit:

  • Customers must notify HOW within 48 hours of delivery
  • Clear photos and videos must be provided
  • Original packaging must be retained

After verification, HOW will arrange a replacement or reshipment.

1. Warranty Coverage

From the date of purchase, warranty coverage applies to Cue Butt & Shaft (including carbon fiber shafts where applicable):

  • Structural cracking
  • Severe warping not caused by misuse
  • Bonding or adhesive failure
  • Manufacturing defects

2. Warranty Does NOT Cover

  • Normal wear and tear
  • Tip wear (consumable item)
  • Minor cosmetic imperfections
  • Natural wood grain variations
  • Warping caused by humidity, temperature, or improper storage
  • Impact damage, dropping, or misuse
  • Unauthorized repairs or modifications by third parties
  1. Contact HOW customer service via email
  2. Provide your order number
  3. Describe the issue in detail
  4. Submit clear photos and/or video evidence
  5. Ship the product back for inspection (if required)

If confirmed as a warranty issue, HOW will repair or replace the product free of charge.

Shipping cost coverage (one-way or round-trip) depends on region and case review.

If the issue is not covered under warranty, a repair quotation will be provided and repairs will proceed upon customer approval.