Stuart Rogers 20 May 2026
This Returns Policy explains your options when you want to return goods to CueWorld Pty Ltd (ACN 675 794 724 / ABN 27 675 794 724). It covers two different situations:
6. Change of mind returns — a goodwill policy we offer.
7. Australian Consumer Law returns — your statutory rights where goods are faulty, unsafe, don't match their description, or are otherwise not of acceptable quality.
Important. Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).
1. Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
A major failure is, for example, when:
For a minor failure (e.g., a minor manufacturing defect), we may choose to repair, replace or refund the item within a reasonable time.
Where the ACL applies:
To make an ACL claim, email enquiries@cueworld.com.au with your order number, a description of the issue, and photos if relevant. We will respond within 2 business days.
2. Change of mind returns (our goodwill policy)
If you have simply changed your mind, we offer the following goodwill return policy. This is in addition to (and does not replace) your ACL rights.
| Question | Answer |
|---|---|
| What can be returned? | Most products. Cues must be returned un-chalked. Bulky goods (pool tables, furniture items, slate items) are not eligible for change-of-mind returns because of the cost of safe transport. Custom-made, engraved or personalised items are also not eligible. |
| When? | Within 14 days of the delivery date. |
| Condition? | Items must be unused, in original condition, and in original packaging with all accessories and documentation. |
| Where? | CueWorld Pty Ltd, P.O. Box 159, Hallidays Point NSW 2430 (please contact us first to receive a Returns Reference Number). |
| Shipping? | You pay the return shipping cost. Original outbound shipping charges are not refundable. |
| Refund or credit? | For change-of-mind returns we issue store credit valid for 12 months. If you would prefer a refund to your original payment method, contact us and we will consider this on a case-by-case basis. |
3. How to initiate a return
8. Email enquiries@cueworld.com.au with: your order number, a brief description of the reason for return (change of mind, or describe the fault), and photos if the goods are faulty.
9. We will respond within 2 business days with a Returns Reference Number and shipping instructions.
10. Pack the item securely (in original packaging where possible) and include the Returns Reference Number on the outside of the parcel.
11. We recommend using a tracked shipping service for change-of-mind returns. Risk of loss in transit for change-of-mind returns sits with you until we receive the goods.
12. Once we receive and inspect the goods, we will process the refund, replacement or store credit within 5 business days.
4. Damaged or lost in transit
If your order arrives damaged, or does not arrive at all, contact us within a reasonable time at enquiries@cueworld.com.au. Risk of loss or damage to goods in transit before delivery remains with CueWorld Pty Ltd, and we will work with you and the carrier to resolve the issue. Your rights under the Australian Consumer Law apply.
5. Contact
CueWorld Pty Ltd
ACN 675 794 724 | ABN 27 675 794 724
Registered Office: Peakhurst NSW 2210, Australia
Returns address: P.O. Box 159, Hallidays Point NSW 2430
Email: enquiries@cueworld.com.au
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