Returns & Refunds

Last updated: 13 January 2026

This page explains how to return items and how refunds and timelines work for purchases on www.billiardshopgroup.com.
For the full rules on the right of withdrawal (14 days, exceptions, etc.), please refer to: Right of Withdrawal.

1. Types of returns

A) Return due to change of mind (Right of Withdrawal)

If you changed your mind, you may withdraw by following the steps in Right of Withdrawal and (optionally) using our Withdrawal Form: [link].

Costs: return shipping is paid by the customer, unless we explicitly agree otherwise.
Outbound delivery refund: where applicable, the refund includes standard delivery costs paid by the customer; extra costs for special/express delivery chosen by the customer are not refunded.

B) Defective / non-conforming product (Legal Warranty)

If the product is defective or not compliant, please refer to Warranty / Legal Guarantee: [link] and contact us before shipping. These cases are handled under warranty/support procedures.

C) Wrong item or transport damage

If you received the wrong item or the parcel arrived damaged, please contact us as soon as possible and include photos of the parcel and product. We will propose the fastest solution (replacement/return/refund).

2. How to request a return (recommended process)

1. Contact support with your order number and the reason for the return

2. Receive return instructions (and, if requested, a paid return label)

3. Pack the item properly (see section 3)

4. Ship the return (tracked shipping is recommended)

5. Once received, we perform a check and process the appropriate outcome (refund/replacement/support)

Support contacts
Email: [email protected]
PEC (certified email): [email protected]
Phone: +39 035214288 (Mon–Fri 09:00–17:00 CET/CEST)

3. Return conditions and packaging

To prevent damage during the return shipment:

• use strong, protective packaging;

• where possible, place the item in its original packaging and then in an outer box;

• include all accessories received (caps, keys, cases, parts, manuals);

• include your order number inside the parcel.

Note: if the item is returned used beyond what is necessary to inspect it, incomplete, damaged, or missing essential parts/accessories, a diminished value deduction may apply (see section 6).

4. Return address

Biliardshopgroup
Via Alfredo Piatti 4
24125 Bergamo (BG) – Italy

Please wait for support instructions before shipping to avoid delays and identification issues.

5. Return shipping costs (change of mind)

Customer-paid return

For withdrawal/change-of-mind returns, return shipping is paid by the customer. We do not accept parcels sent carriage forward.

Optional return label

Upon request, we can provide a return label. The label cost (direct return cost) may:

• be paid by the customer, or

• be deducted from the refund, by agreement.

6. Refunds: timing, method, possible deductions

When we refund

After receiving the returned goods (or proof of return shipment, depending on the case), we process refunds as quickly as possible, subject to payment method processing times and any necessary checks.

Refund method

Refunds are usually issued to the same payment method used for the order, unless otherwise agreed.

What we refund

• Returned item amount (as applicable)

• Standard delivery costs paid by the customer, where applicable (withdrawal)

• We do not refund extra delivery costs chosen by the customer (e.g., express)

Diminished value

If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, or are returned incomplete/damaged, we may apply a proportionate deduction for diminished value.

7. Special cases / exceptions

Some items or situations may not be eligible for withdrawal (e.g., personalised goods or other legal exceptions). Please refer to: Right of Withdrawal and Terms and Conditions.

8. Useful links

• Right of Withdrawal

• Withdrawal Form

• Warranty / Legal Guarantee

• Complaints

• Terms and Conditions