1.1. New Items

You have 30 business days from the date of receipt to return an item. To be eligible for the 30-day refund policy, the following conditions must be met:

• The item must be NEW, UNUSED, UNCHALKED, and in its ORIGINAL CONDITION.
• The item(s) must be returned with all original packaging and accessories.
• The item must be accompanied by a receipt or proof of purchase.

The refunded amount will be processed within 14 business days of receiving the returned item. Kindly note that shipping fee and 10% for restocking fee will not be included in the refunded amount.

We are committed to customer satisfaction. However, in cases of policy abuse for personal gain, Rhino Billiards reserves the right to deny future returns and cease service for future orders.

Personalized, customized, limited edition, or discontinued products are not eligible for returns. We kindly ask customers to thoroughly check specifications, spelling, and customization details before placing an order.

1.2. Used Items

Used items are not eligible for the 30-day Refund Policy. However, if a customer insists on returning the used item, Rhino Billiards reserves the right to review returned product’s condition before processing a refund to the customer. The refunded amount regarding used items will be converted to voucher that’s worth 90% of the product’s value (10% is deducted as restocking fees for used item)

Rhino Billiards reserves the right to cancel the 30-day Refund Policy for all products at its discretion if the product shows signs of abuse, improper use, excessive wear, or visible scratches or dents on the body or shaft.

2.1. Refund Method

Refunds will be processed via the original payment method or converted into a discount voucher or gift card, depending on the condition of the returned item.

2.2. Non-Refundable Fees

The following fees are non-refundable:

• Shipping fees
• Customization fees
• Any incurred fees, including customs duties, import taxes, brokerage fees, insurance, etc.

IMPORTANT NOTES: 

• We do NOT offer refunds on any products purchased during a sale or special promotion. This includes but is not limited to: Buy 1 Get 1 Free sales, discount deals greater than 10%, or Free Shipping promotions.
• If the order was shipped under the terms of our FREE SHIPPING policy or promotion, the actual shipping charges that Rhino Billiard incurred will be subtracted from the refunded amount.
• Personalized, customized, and limited edition products are not eligible for refund policy unless there is a manufacturing defect or error.
• Warranty: All defective products are covered under Rhino's Limited Lifetime Warranty.

We strongly encourage you to contact us before returning any product to consult with a customer service representative on the eligibility of your order for return or exchange. If you choose to return your order without consulting a representative, and it does not meet all of our requirements, a refund will not be issued, and you will be notified via email with any and all options available to you on how to proceed.

Customer Service Email: cs@rhino-billiards.com

The "30-Day Exchange Program" is designed to assist customers in exchanging their purchased products for another of equal or higher value if the product doesn't meet their expectations or if they need something more suitable. The program is valid within 30 days from the date of receipt.

Customers are responsible for the shipping and insurance costs when returning products.

If the customer wishes to exchange for a product of higher value, they will be required to cover for the price difference.

Rhino Billiards is committed to protecting your rights. However, in cases of abuse of this policy for personal gain, we reserve the right to refuse to apply the policy and cease providing services for future orders.

1. NEW ITEMS

For brand new, unused items that are still sealed (unopened), customers can exchange them for a product of equal or higher value without any restocking fee.

For brand new, unused items in an opened package, customers can exchange them for a product of equal or higher value with a 5% restocking fee based on the product's value.

2. USED ITEMS

For used or chalked products, customers can exchange them for another product of equal or higher value, with a 10% restocking fee based on the product's value.

To protect your interests, we recommend returning the product in its original shipping box to prevent damage during return shipping. Customers are responsible for the shipping and insurance costs when returning products.

Each order is eligible for one exchange. The "30 days" period is calculated from the date of receipt.

3. DEFECTIVE ITEMS

We are committed to ensuring the quality of our products. If you receive a defective item, we will resolve the issue quickly and fairly.

3.1. Eligibility for Return/Exchange:

Defective items must be reported within 30 days from the date of receipt. If the 30-day period has passed, please refer to our Limited Lifetime Warranty for further assistance and details regarding coverage.

The item must be unused and in its original condition (unless the defect is apparent from use).

The defect must be a result of a manufacturing fault and not caused by improper use, handling, or any damage that occurred after receipt.

3.2. Return or Exchange Process:

If your item is defective, please contact our customer service team immediately at cs@rhino-billiards.com, providing details of the defect and, if possible, photographs.

Once the defect is confirmed, you may return the item to us at no additional cost. You will have the option to:

• Exchange the defective item for an identical or similar product, or
• Receive a refund, which will be converted into an online voucher for the full purchase price (including shipping costs if applicable) to be used on future purchases

 3.3. Shipping of Defective Items:

Defective items must be returned in their original packaging, if possible, to prevent damage during shipping.

We will cover the return shipping costs for defective items and provide a prepaid return label once the defect is confirmed by a Rhino representative.

3.4. Exclusions:

This policy does not cover defects caused by misuse, improper care, or damage after receipt.

Items marked as "Final Sale" or "Clearance" may not be eligible for return or exchange, unless defective.

3.5. Assessment and Resolution:

We reserve the right to assess the defect upon receiving the returned item. If the item is found to be non-defective or damaged due to misuse, the return or exchange may not be processed.

At Rhino Billiards, we strive to provide a smooth and efficient shopping experience. If you need to cancel your order, please review our cancellation policy below:

• Orders can be cancelled within 24 hours of purchase, as long as the order has not been processed or shipped.
• Once the order has been processed or shipped, it can no longer be cancelled. In this case, you may initiate a return once the item is received, in accordance with our return policy.

• To cancel an order, please contact our customer service team at cs@rhino-billiards.com as soon as possible. Provide your order number and the reason for the cancellation.
• If your order is eligible for cancellation, we will process the cancellation and confirm it via email.

• If the order is cancelled within the allowed timeframe and meet the policy’s requirements, a refund will be issued to the original payment method.
• Please be informed that a management, processing and transaction fee (10% of your total order value) will be applied for the cancellation.
• If the order has already been shipped, the refund will be processed in accordance with our Return Policy.

• Orders that are marked as "Final Sale" or customized items are not eligible for cancellation.
• Orders placed during a sale or special promotion are not eligible for our cancellation policy. Customers, however, will be able to modify the order (equal or higher value) by contacting our Customer Service Team at cs@rhino-billiards.com

We recommend reviewing your order carefully before submitting it to ensure it is correct. Thank you for shopping with Rhino Billiards!