Warranty / Legal Guarantee (EN)
Legal Guarantee of Conformity
This page explains the legal guarantee of conformity applicable to purchases made on www.billiardshopgroup.com and how to request support if you experience an issue with a product.
The legal guarantee protects consumers in case of a lack of conformity (for example, a product that does not work properly, does not match the description, or does not meet expected quality/performance requirements).
1. Who it applies to
The legal guarantee applies to customers purchasing as consumers (individuals buying for purposes unrelated to their trade, business, craft, or profession).
Different conditions may apply to purchases made under a VAT number or for professional/business purposes.
2. What the legal guarantee covers
The legal guarantee covers lack of conformity existing at the time of delivery, such as (by way of example):
defective or non-functioning product;
product different from what was ordered;
characteristics/performance not matching the description or information provided;
defects that make the product not fit for its intended use.
3. What is not covered
The legal guarantee generally does not cover:
damage caused by improper use, impacts, drops, tampering, or unauthorized modifications;
normal wear and tear (e.g., consumable parts);
damage due to incorrect maintenance or non-compliant use;
purely cosmetic issues that do not affect functionality (unless otherwise assessed);
issues caused by external factors (humidity, chemicals, unsuitable storage conditions).
4. Available remedies
If a lack of conformity is confirmed, the consumer may be entitled to remedies provided by applicable law, which may include (depending on the case):
repair;
replacement;
price reduction;
termination of the contract (where applicable).
We will propose the most appropriate solution based on the product type and the reported issue.
5. How to open a warranty request
To open a warranty request, please contact our customer support:
Email: [email protected]
Phone: +39 035214288
Hours: Mon–Fri 09:00–17:00 (CET/CEST)
To speed up the process, please include:
Order number and purchase date
Product (name/SKU)
Description of the issue and when it occurred
Photos or video of the defect (if possible)
Any relevant information about use/maintenance
6. Shipping the product for inspection/service
In some cases, we may ask you to send the product for inspection or warranty handling. Please wait for confirmation and instructions from our support team before shipping.
Return/service address:
Centurelli di Centurelli E.
Via Alfredo Piatti 4
24125 Bergamo (BG)
Italy
(Optionally add: “Please include your order number inside the package or on the shipping label.”)
7. Manufacturer’s commercial warranty
Some products may also include a manufacturer’s commercial warranty (optional). If available, conditions and duration are specified by the manufacturer in the product documentation.
The seller’s legal guarantee remains applicable in accordance with the law.
8. Frequently asked questions (FAQ)
How soon should I report an issue?
Please contact us as soon as you notice the problem so we can assist quickly.
Do I need proof of purchase?
Yes. Your order number or purchase confirmation is required to open a request.
Can I request a refund immediately?
This depends on the issue and the assessment of the case. Remedies typically start with repair/replacement, and if not possible or appropriate, price reduction or contract termination may apply.
Who pays for shipping during warranty handling?
This depends on the specific case. Our support team will provide instructions and details before any shipment.
Does the warranty cover consumable parts (e.g., cue tips)?
Consumable parts may be subject to limitations due to normal wear and tear. Please contact us with details.
