Widerrufsrecht
Return & Refund Policy
At LIZARD, we take pride in the quality and craftsmanship of our cue cases. If you are not completely satisfied with your purchase, please review our return policy below.
14-Day Return Window
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Requests submitted after 14 days from the confirmed delivery date will not be accepted.
To initiate a return, please contact us at:
Email: help@lizardcuecase.com
Returns sent without prior authorization will not be accepted.
Return Eligibility
To be eligible for a return, your item must be:
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Unused and in the same condition that you received it
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Free from scratches, stains, chalk marks, odors, wear, or any signs of use
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Returned with all original tags, accessories, authenticity cards, dust bags, and protective materials
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Returned in its original packaging
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Accompanied by proof of purchase or order confirmation
Please note that cue cases showing any evidence of use, including carrying cues, accessories, or being taken to a pool hall, are not eligible for return.
Packaging Requirements
To prevent damage during return shipping:
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Products must be packed securely inside an additional shipping carton.
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Do not apply shipping labels, tape, or markings directly onto the original product box, gift box, or packaging.
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Returns with damaged original packaging may be subject to a partial refund deduction or rejection.
Return Shipping Costs & Duties
Customer Responsibility
For returns requested for reasons other than product defects or shipping errors, including:
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Change of mind
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Incorrect model selection
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Incorrect color selection
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Item no longer needed
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Personal preference
the customer is responsible for all return shipping costs.
Non-Refundable Charges
The following charges are non-refundable:
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Original shipping fees
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Customs duties
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Import taxes
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Customs clearance fees
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Any shipping protection or insurance fees purchased during checkout
Return Import Duties
If customs duties, taxes, brokerage fees, or other import charges are incurred when the returned package arrives at our warehouse, these amounts will be deducted from the final refund.
Trackable Shipping Required
Due to the high value of our products, all returns must be shipped using a trackable shipping service with delivery confirmation.
We strongly recommend purchasing shipping insurance. LIZARD is not responsible for returns lost, delayed, or damaged during transit.
Damages and Issues
Please inspect your order immediately upon delivery.
If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery at:
Please include:
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Order number
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Description of the issue
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Clear photos and/or videos showing the problem
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Photos of the shipping carton and packaging materials
Once verified, we will provide an appropriate solution, including replacement, repair, or refund. For approved quality-related claims, return shipping costs may be covered by us.
Non-Returnable Items
The following items are not eligible for return:
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Customized or personalized products
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Special-order items
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Clearance or final-sale items
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Gift cards
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Products damaged through misuse, negligence, improper storage, or unauthorized modifications
If you are unsure whether your item qualifies for return, please contact us before shipping it back.
Exchanges
We currently do not offer direct exchanges.
The fastest way to obtain a different item is to return the original item (if eligible). Once your return is approved, you may place a new order for the desired product.
European Union 14-Day Cooling-Off Period
For orders shipped to countries within the European Union, customers have the right to cancel or return their order within 14 days of delivery for any reason and without justification.
To qualify, the item must remain unused, unworn, in its original condition and packaging, and accompanied by proof of purchase.
This right does not apply to customized or personalized products where permitted by applicable law.
Inspection & Refund Processing
Once we receive your return, our team will inspect the item to verify its condition and eligibility.
Inspection is typically completed within 3–5 business days after receipt.
We will notify you by email whether your return has been approved or rejected.
If approved, your refund will be issued to the original payment method within 10 business days.
Please note that banks, credit card providers, and payment processors may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Return Address
Please contact our customer service team before sending any return.
Returns must only be sent to the return address provided in the return authorization email.
Unauthorized returns may be refused and returned to the sender.