Return, Refund And Cancellation Policy

This Return, Refund & Cancellation Policy ("Policy") is published by Apex Sports Promotion (hereinafter referred to as "Company," "We," "Us," or "Our") in accordance with the statutory requirements as per applicable laws

DEFINITIONS

"Product" means any item listed and sold on the Platform, including Snooker Tables, Pool Tables, Heyball Tables, Billiards Tables, Cues, Chalks, Tips, Cue Accessories, and Table Accessories.

"High-Value Equipment" means Snooker Tables, Pool Tables, Heyball Tables, and Billiards Tables products that are bulky, require professional installation, and are valued above ₹ 60,000 per unit.

"Consumable Products" means items including but not limited to Chalks, Cue Tips, Tip Adhesives, and other single-use or use-limited accessories.

"Defective Product" means any product that has a fault, imperfection, or shortcoming in quality, quantity, potency, purity, or standard.

"Wrong Product" means a product delivered that does not match the description, specifications, model, colour, or size as listed at the time of order placement.

"Damaged Product" means a product that arrives with physical damage caused during transit or storage, rendering it unfit for its intended purpose.

"Change of Mind Return" means a return initiated by the customer for any reason other than defect, damage, or wrong product including buyer's remorse, incorrect sizing, or preference change.

"Return Window" means the number of days from the date of delivery within which a return request must be initiated.

"Delivery Date" means the date on which the product is delivered to the address specified in the order, as confirmed by the logistics partner's tracking system.

"Installation Date" means the date on which professional installation of High-Value Equipment is completed, as confirmed by the installation partner.

RETURN POLICY

Return Eligibility

Product Category	Return Eligible?	Return Window	Basis
Snooker Tables	No	Not applicable	Not applicable
Pool Tables	No	Not applicable	Not applicable
Heyball Tables	No	Not applicable	Not applicable
Billiards Tables	No	Not applicable	Not applicable
Cues (Premium/Standard)	Yes	7 days from Delivery Date	Defect / Wrong Product / Damage
Cue Cases & Bags	Yes	7 days from Delivery Date	Defect / Wrong Product / Damage
Table Accessories (Balls, Triangle, Brush, Cover)	Yes	7 days from Delivery Date	Defect / Wrong Product / Damage
Cue Accessories (Tips, Extensions, Joints)	Yes	7 days from Delivery Date	Defect / Wrong Product / Damage only
Chalks	No	Not applicable	Consumable non-returnable
Cue Tips (loose/packs)	No	Not applicable	Consumable non-returnable
Tip Adhesives / Sealants	No	Not applicable	Consumable non-returnable
Custom / Personalised Items	No	Not applicable	Custom-made non-returnable

 

Even for non-returnable consumable items if the product received is damaged at the time of delivery, wrong, or counterfeit you are entitled to a replacement or full refund regardless of the above table. This right cannot be waived.

General Return Conditions

For a return to be accepted, all of the following conditions must be met:

• Return request is initiated within the applicable Return Window from the Delivery/Installation Date
• The product is in its original condition unused (for Change of Mind returns), with all original packaging, tags, labels, accessories, manuals, warranty cards, and invoice intact
• The product has not been installed (for Change of Mind returns of non-table items) or has been professionally installed (for table returns on defect grounds)
• The product is not listed as non-returnable, except in case of defect, damage, or wrong product
• The return is accompanied by photographic/video evidence of the alleged defect, damage, or discrepancy

 

• The return request is submitted through the correct channel

 

Mandatory Evidence Requirement for Defect/Damage/Wrong Product Claims

To protect both parties and ensure fair resolution, the following evidence is mandatory for any return claim based on defect, damage, or wrong product:

• Photographic Evidence: Minimum 5 clear photographs of:

• The alleged defect, damage, or wrong product
• The product's serial number/model number label
• The outer packaging condition
• The invoice/packing slip
• For Installation-Related Defects (Tables):

• Written report from the installation technician (if defect was identified at installation)
• Photographs of the specific defective component or assembly issue

Failure to provide this evidence may result in rejection of the return claim. However, if evidence was not obtainable due to circumstances beyond your control, please contact our Grievance Officer who will assess on a case-by-case basis.

REFUND POLICY

Refunds are processed in the following circumstances:

Situation	Refund Type	Timeline
Defective product returned	Full refund or replacement (customer's choice)	7–10 working days after return received and inspected
Wrong product delivered	Full refund or replacement (customer's choice)	7–10 working days after return received
Product damaged in transit	Full refund or replacement (customer's choice)	7–10 working days after claim approved
Order cancelled before dispatch	Full refund	5–7 working days
Order cancelled after dispatch but before delivery	Full refund less any applicable reverse logistics charges (disclosed at checkout)	7–10 working days after product returned to us
Failed/incomplete payment transaction	Full refund	T+5 working days (per RBI TAT guidelines)
Product out of stock after order	Full refund	5–7 working days

 

In accordance with RBI Guidelines on Harmonisation of TAT for Resolution of Failed Transactions (September 2019) and standard payment processor settlement windows:

Payment Method	Refund Credit Timeline
Credit Card	5–7 working days (subject to issuing bank processing)
Debit Card	5–7 working days (subject to issuing bank processing)
UPI (Google Pay, PhonePe, Paytm, etc.)	3–5 working days
Net Banking	5–7 working days
Wallets (Paytm, Amazon Pay, etc.)	3–5 working days
Cash on Delivery (COD)	5–7 working days (via NEFT/UPI to provided bank account)
EMI	Processed as per issuing bank EMI cancellation policy; foreclosure charges (if any) are the bank's and not ours

 

For failed transactions (amount debited but order not confirmed), refunds are mandatorily processed within T+5 working days per RBI circular. In the event of delay beyond the prescribed TAT, your bank is required to pay compensation at ₹100 per day.

Refunds are credited to the original payment instrument used at the time of purchase. For COD orders, refunds are processed via NEFT/IMPS/UPI to the bank account or UPI ID provided by the customer at the time of return request. Store credit is offered as an option but is never the only option cash/instrument refunds are always available upon request. We do not deduct any restocking fee for defective, damaged, or wrong product returns.

Upon receipt of the returned product:

• We will inspect the product within 2 working days of receipt
• You will be notified of inspection outcome (approved/rejected) within 3 working days of receipt
• If approved, refund will be initiated within 2 working days of approval
• If the returned product does not meet return conditions (e.g., used product, missing accessories, self-damaged), we will notify you with reasons and return the product to you at your cost

Partial refunds may be issued in the following circumstances:

• A product is returned with missing accessories, manuals, or components the value of missing items will be deducted from the refund
• Any deduction will be communicated to you with itemised reasoning before processing

In cases where the return is caused by our fault (defective, wrong, or damaged product), no deduction whatsoever will be made from your refund. Return shipping or reverse pickup shall be

CANCELLATION POLICY

• You may cancel your order at any time before it is dispatched
• Cancellation can be done through your account dashboard under "My Orders" - "Cancel Order"
• No cancellation charges will be levied for pre-dispatch
• Full refund will be initiated within 5–7 working days of cancellation confirmation

• If you wish to cancel after the order has been dispatched but before delivery, you may contact us at operations@apexsports.co.in or call 9727333147
• The order will be recalled from the logistics partner where operationally feasible
• If recall is successful: Full refund less actual reverse logistics charges (if any), disclosed to you before confirmation
• If recall is not possible: You may refuse delivery at the doorstep. The product will be returned to us and a full refund less actual return shipping charges will be processed
• Cancellation charges are only applicable if actual logistics costs have been incurred by us in accordance with Rule 4(4) of the Consumer Protection (E-Commerce) Rules, 2020

Given the significant logistics and preparation involved in dispatching High-Value Equipment except in case of tables:

• Before dispatch: Cancellation is free, full refund
• After dispatch but before delivery: Cancellation with actual logistics charges deducted from refund (disclosed upfront)
• After delivery but before installation: Cancellation with reverse logistics and restocking charges as disclosed at checkout
• After installation: No cancellation accepted only return on grounds of defect, damage, or wrong product

We reserve the right to cancel an order in the following circumstances:

• Product is out of stock or discontinued after order placement
• Pricing error on the Platform (typographical or system error) you will be notified and offered a corrected price or full refund
• Suspected fraud, misrepresentation, or violation of our Terms & Conditions
• Unable to deliver to the specified address
• Failure of payment verification or KYC (if applicable)

In all cases of cancellation by the Company, a full refund will be processed within 5–7 working days, with written notification to you explaining the reason.

For B2B or bulk orders (e.g., multiple tables for a club, academy, or hotel):

• Cancellation terms are governed by the separate B2B Purchase Agreement executed at the time of order
• In the absence of a specific agreement, standard cancellation terms apply
• Partial cancellations of bulk orders must be requested in writing to operations@apexsports.co.in

HOW TO INITIATE A RETURN OR REFUND

Step 1 Raise a Request (within the Return Window)

Initiate your return/refund request through any of the following channels:

• Online: Login to your account - My Orders - Select Order - "Return/Refund Request"
• Email: operations@apexsports.co.in with subject line: "Return Request Order No. [XXXXX]"
• Phone: +91- 9727333147 (Monday to Saturday, 10:00 AM – 6:00 PM IST)

Step 2 Provide Required Information

Your request must include:

• Order number and date of purchase
• Product name and model
• Reason for return (Defective / Damaged / Wrong Product)
• Photographs/video evidence as required
• For COD orders: Bank account details (account number, IFSC, account holder name) or UPI ID for refund credit

Step 3 Acknowledgement

We will acknowledge your return request within 48 hours of receipt.

Step 4 Return Logistics

• Defective/Damaged/Wrong Product: We arrange a free reverse pickup from your delivery address. A logistics partner will contact you within 2–3 working days to schedule pickup

Step 5 Inspection

Upon receipt of the returned product, inspection is completed within 2 working days. You are notified of the outcome within 3 working days of receipt.

Step 6 Refund/Replacement

• If return is approved: Refund initiated within 2 working days of approval. Credit reflects in your account within the timelines in Section 3.2
• If replacement is chosen: Replacement dispatched within 5–7 working days subject to stock availability
• If return is rejected: Product returned to you with a written explanation within 5 working days

WARRANTY CLAIMS VS. RETURN CLAIMS

This Policy governs returns and refunds. Warranty claims (manufacturing defects discovered after the return window) are governed separately under the Product Warranty Terms provided with each product.

Issue	Applicable Process
Defect discovered within Return Window	Return & Refund Policy applies (this document)
Defect discovered after Return Window	Warranty claim process applies
Physical damage caused by misuse	Not covered under return or warranty
Normal wear and tear	Not covered under return or warranty

 

EXCHANGE POLICY

We offer exchanges (same product, different specification e.g., different cue weight, different cloth colour) subject to:

• Request raised within the Return Window
• Product returned in original, unused condition with all packaging and accessories
• Availability of the desired specification
• Any price difference (higher-priced variant) to be paid by the customer
• Any price difference (lower-priced variant) refunded within the standard refund timeline

Exchanges are not available for High-Value Equipment (tables) on grounds of Change of Mind once installed.

DARK PATTERNS & PROHIBITED PRACTICES

In compliance with the Central Consumer Protection Authority (CCPA) Guidelines on Prevention and Regulation of Dark Patterns, 2023, we confirm:

• We do not use "Confirm Shaming" (e.g., "No, I don't want a refund")
• We do not use "Roach Motel" designs that make cancellation harder than sign-up
• We do not impose hidden charges not disclosed at checkout
• We do not auto-renew subscriptions without explicit, informed consent
• Cancellation and return options are equally prominent as purchase options
• All charges deducted from refunds are fully disclosed before confirmation

GOVERNING LAW & DISPUTE RESOLUTION

This Policy is governed by the laws of the Republic of India. All disputes are subject to the exclusive jurisdiction of the courts at New Delhi.

10. GRIEVANCE OFFICER

Name: Satyam Arora

Designation: CMO

Company: Apex Sports Promotion

Address: Floor No.: 13th Floor, Building No./Flat No.: Flat No 1301, Name Of Premises/Building: Godrej Infinity GITT 1A, Road/Street: Keshav Nagar, Nearby Landmark: Tennis Court, Locality/Sub Locality: Mundhwa City/Town/Village: Pune, District: Pune, State: Maharashtra, PIN Code: 411036

Email: marketing@apexsports.co.in

Phone: +91- 9873273367

Working Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

Response Timelines:

• Acknowledgement: Within 48 hours of receipt
• Resolution: Within 1 month of receipt

POLICY UPDATES

We reserve the right to modify this Policy at any time. Changes will be posted on the Platform with an updated "Last Updated" date. For material changes, registered users will be notified via email. Continued use of the Platform constitutes acceptance of the revised Policy.

This Return, Refund & Cancellation Policy is Version 1.0, drafted in compliance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, Sale of Goods Act, 1930, Indian Contract Act, 1872, RBI TAT Guidelines (September 2019), and CCPA Guidelines on Dark Patterns, 2023. All rights reserved.