SAM Leisure Returns & Refunds Policy 
Pool tables, cues, accessories and other standard stock items | UK consumer purchases | Last updated: June 2026 
This policy applies to consumer purchases made from SAM Leisure for UK delivery. Trade, commercial, finance, showroom, bespoke and made-to-order purchases may be subject to separate terms. Nothing in this policy affects your statutory rights. 

CHANGE-OF-MIND RETURNS 
For eligible standard stock items, SAM Leisure offers a 28-day goodwill returns period from the date of delivery. To qualify, items must be unused, unassembled, unaltered, complete and in resaleable condition, with all original packaging, manuals, fittings, parts and accessories.

For online, phone or mail orders, UK consumers also have the statutory right to cancel: tell us within 14 days of receiving the goods, then return the goods within the following 14 days.

HOW TO START A RETURN 
Contact us before sending goods back. Include your order number, item details and reason for return. For faulty, damaged or large items, include clear photographs of the product, packaging and any issue before use, assembly or installation. 

Email: [email protected]
Return address: SAM Leisure, Atlantic House, Falkland Close, Coventry, CV4 8AU
Phone: 024 7646 1234 

RETURN COSTS AND REFUNDS 
For change-of-mind returns, the customer is responsible for return postage, courier, collection, dismantling and insurance costs. Goods remain the customer’s responsibility until received by us, so use suitable tracked and insured delivery.

Once returned goods have been received and inspected, approved refunds will be made to the original payment method, normally within 14 days. We may deduct for missing parts, damage, poor packaging, use, assembly, installation or reduced resale value. Premium delivery, installation, upstairs delivery, failed delivery, bespoke production and collection charges are non-refundable where lawfully permitted. 

Customers are responsible for ensuring adequate access for delivery and installation of tables, including door widths, stair access, lifts, parking and sufficient space. Additional charges may apply for failed deliveries, restricted access, aborted installations, waiting time or redelivery.  

Where orders are delivered in multiple consignments, each delivery shall be treated separately for the purposes of inspection, reporting and returns.  Refused deliveries that are not due to confirmed damage or our error may be treated as a change-of-mind return, with delivery and return costs deducted from any refund. 

Returns received incomplete, damaged or poorly packaged may be rejected and returned to the customer.

FAULTY, DAMAGED OR INCORRECT GOODS 
If goods arrive faulty, damaged or incorrect, contact us as soon as possible. We ask customers to report transit damage, shortages or incorrect goods within 48 hours to help us investigate courier claims promptly. This does not affect your statutory rights.    

Do not use, chalk, assemble, install or attempt to repair the item after a fault is noticed. Where a fault, delivery damage or picking error is confirmed, we will provide the appropriate remedy, which may be repair, replacement, exchange or refund, and we will cover reasonable return or collection costs.

Customers must inspect goods on delivery before assembly, installation or use wherever reasonably possible. Any visible damage, shortages or incorrect items should be noted at delivery and reported with photographs within 48 hours.

 

PRODUCT-SPECIFIC RULES

Pool, snooker, air hockey and games tables
Standard stock tables may be returned for change of mind only if unused, unassembled, uninstalled and in original packaging. Once a table has been assembled, installed, played on, altered, damaged or removed from its packaging in a way that affects resale, we may refuse the return or deduct for the reduction in value. Specialist collection, dismantling, failed collection and redelivery costs are the customer’s responsibility unless the item is faulty. 

Once installation or assembly has been completed and signed off, the item will be deemed accepted unless a fault later becomes apparent that could not reasonably have been identified at installation. 

Bespoke, made-to-order or customised tables 
Items made, ordered or modified to your specification cannot be returned for change of mind. This includes non-stock sizes, finishes, cloth colours, dining tops, branding, coin-operation/contactless options, special-order parts and any custom configuration. This does not affect your rights if the item is faulty, not as described or supplied incorrectly. 

Once production or procurement of a bespoke or special-order item has commenced, cancellation may not be possible. 

Pool, snooker and billiard cues 
Cues must be returned unused and unchalked. If a cue tip has been chalked, shaped, sanded, re-tipped, trimmed or played with, or if the cue has been marked, damaged or altered, we cannot offer a change-of-mind refund or exchange because the cue is no longer saleable as new. We will still assess any claimed material defect. 

Wood, slate, cloth and other natural materials may display minor variations in grain, shade, finish, texture or pattern and are not considered defects. 

A material cue defect may include a manufacturing split, failed joint or loose ferrule, significant warp outside normal manufacturing tolerance, or the wrong cue being supplied. Buyer preference, minor natural variations in wood grain, colour, weight, balance or feel, chalk marks, tip wear, impact damage, misuse, damp, heat or incorrect storage are not material defects. 

Accessories, spares and consumables 
Cue cases, balls, triangles, rests, racks, lights, covers and similar accessories must be unused, unmarked, complete and in original packaging. Chalk, cue tips, glue, cleaners, cloth treatments, opened repair kits and other consumables must be unopened and sealed unless faulty. Cloth, cushions, slates, table spares or parts cut, ordered or supplied to specification are non-returnable for change of mind.

Normal wear and tear, misuse, neglect, environmental conditions, commercial overuse, poor maintenance, accidental damage and unauthorised repairs are excluded from warranty claims. 

Software, contactless systems, card readers and electronic components may require third-party connectivity, updates or configuration and are subject to manufacturer compatibility and support limitations. 
 
Delivery dates are estimates only. We are not liable for delays caused by couriers, suppliers, weather, customs, transport disruption or events outside our reasonable control.  

SAM Leisure Returns & Refunds Policy – retain this page with your order confirmation or delivery paperwork.