top of page

Terms and Conditions

Please read all terms and conditions carefully before placing an order. By submitting a deposit you are accepting of the following terms and conditions.

Ordering & Payment:

  • A minimum deposit of £100 is applicable on all custom cue orders. Only once this amount has been received and acknowledged by Karl Craik Customs is the order confirmed.

  • Deposits are non-refundable under any circumstances after 14 days of receipt.

  • Any alterations to the order will require written notice from the customer and may affect both the contract price and completion / delivery date.

  • All completion / delivery dates given by KCC when placing an order are approximate and may be subject to change. Whilst KCC will endeavour to meet any and all dates quoted customers are reminded that the company shall not be bound by these dates. A revised delivery date will be issued to the customer in the event of unforeseen problems arising or circumstances beyond our control.

  • You acknowledge that all handmade goods supplied by KCC may contain some inaccuracies or imperfections and we expressly exclude liability for any inaccuracies or imperfections to the fullest extent.

  • Balance payments must be paid in full including any postage where applicable prior to orders being shipped or collected from the workshop. Note: Overseas shipping. The customer is solely responsible for all and any import duties and taxes incurred when goods enter the customers respective countries. KCC advice the customer contact the relevant customs authorities in regards to costs incurred due to duties and taxes prior to purchase.

  • All products, including but not limited to; custom cues, stock cues and alterations to existing cues, remain the property of Karl Craik Customs until they are paid for in full by the customer.

  • Products purchased from stock can be altered at the customer’s request subject to full payment charge of the alteration cost. The balance payment on any alteration work must be met on collection or prior to shipping.

  • KCC reserve the right to cancel any order at any time without warning in the event of any circumstances arising beyond our control. In the event of any such occurrence a full refund can be made at the discretion of KCC.

  • KCC reserves the right to cancel any order in the event that the terms of this contract are breached or broken by the customer.

  • Non-conformity of the final product with agreed specification needs to be reported by the customer within 3 days of delivery / collection of the order. After this period, any complaints in regards to specification will not be considered.

  • KCC endeavours to ensure that all products and materials are accurately portrayed on its website and all other promotional media platforms however customers must be aware that any patterns, colours or textures relating to all products and materials may differ from the examples shown in the aforementioned media sources and website.

Claims / Returns:

  • Returns on custom builds are at the manager’s discretion.

  • In the unlikely event of any items being damaged during transit, any claims must be submitted direct to KCC within 3 days of delivery, any complaints after this period may not be considered. Any claims made direct to the carrier may invalidate your claim. For any claims made, the checklist below must be adhered to, if this list is not adhered to we may not be able to process your claim.

  • ​Damaged goods, we will need the following:

    • A photograph of the damaged item and its packaging

    • A copy of the delivery note signed “damaged” or “unchecked”. Please note that we may not be able to process a claim where the goods have been signed for as “in good condition”

    • Both the item and its packaging will need to be kept in the event of the carrier wanting to carry out an inspection.

    • Damaged items must not be tampered with or attempted to be repaired prior to inspection.

  • KCC will be under no liability for any defect arising from mishandling, wilful damage, neglect, alteration, repair, abnormal climate conditions, wear and tear or failure to follow instruction given by KCC  either orally or in writing.

  • Any claim based on defect must be notified to KCC within 3 days. Photographic material of any defect or damage and packaging will be required to process your claim.

  • In the event of a valid claim being received, KCC will endeavour to repair or replace an item where appropriate at the sole discretion of KCC.

  • In the event of a valid refund, once your item has been received and if it complies with our returns policy KCC will issue a refund to you via the payment method used at the time of purchase. Please allow up to 3 weeks from the date we receive your return for it to be processed. Note: for overseas customers please be aware that it may take longer to process your claim. The refund will be processed once we have received the item in its original condition. Only once we have received the item(s) can we arrange a replacement or issue a refund.

  • Credit/debit card payments will be refunded via the same card number less any applicable fees. Please note that some separate charges such as credit/debit card charges and bank charges are non-refundable.

  • All items are inspected on return and the item must be in new or unused condition to process your claim.



If a customer wishes to return an item with no quality issues within 7 days of receipt of their order and has been approved through the returns process, the customer is responsible for all shipping fees, duties and taxes. This includes both shipping costs we paid and also the return shipping fees. Please send the item(s) back through your local post office instead of express services like DHL, UPS, TNT, FEDEX, HERMES and similar. By choosing one of the above mentioned fast delivery options, you might incur additional import taxes and delivery may be delayed due to the customs clearance process.

KCC reserves the right of final decision on the interpretation of these return policies.

bottom of page