Refund policy

Returns & Refunds Policy – CueLab

Change of Mind

  • Unfortunately, we cannot offer refunds or exchanges for change of mind purchases. Please choose carefully before placing your order.

Faulty or Damaged Items

  • If your order arrives damaged or faulty, please contact us within 7 days of receiving it at ben.grimmondnz@gmail.com.

  • We may ask for photos of the item and packaging to help us process your claim.

  • Once approved, we’ll organize a replacement, repair, or refund.

Incorrect Items

  • If you receive the wrong item, let us know within 7 days, and we’ll cover the cost of returning it and sending the correct one.

Custom Work & Services

  • Cue maintenance, alterations, and refurbishing services are non-refundable once the work has been carried out. If there’s an issue with workmanship, please contact us and we’ll do our best to make it right.

Refund Processing

  • Approved refunds will be processed back to your original payment method.

  • Please allow 5–10 business days for the funds to appear, depending on your bank or payment provider.

Need Help?

  • For questions about returns or refunds, reach out to us at ben.grimmondnz@gmail.com.