COMPLAINTS
Last updated: 13 January 2026
At BilliardShopGroup we care about service quality. If you experience an issue related to an order, a product, delivery, or customer support, you can submit a complaint using the details below. We will do our best to handle your request quickly and transparently.
How to submit a complaint
You can submit a complaint via:
– Email: [email protected]
– Phone: +39 035214288 (Mon–Fri 09:00–17:00 CET/CEST)
Information to include (to speed up handling)
Please include:
– Order number and purchase date
– Full name (order holder)
– Email and/or phone number used for the order
– Product concerned (name/SKU, if available)
– Clear description of the issue (when it happened, what occurred)
– Photos and/or video (useful for defects, damage, packaging or delivery issues)
What happens after submission
After we receive your complaint:
– we review the order details and your report;
– if needed, we request additional information;
– we propose a solution appropriate to the case (e.g., support, replacement, repair, return/refund, or other remedies).
Delivery issues and transport damage
If your complaint relates to shipping damage or delivery issues, please report it as soon as possible and keep:
– outer and inner packaging,
– carrier labels,
– photos of the parcel and the product.
Useful documents
For related procedures and conditions, please also refer to:
