Returns & Refunds Policy

1. General Return Policy

We offer a 14-day return policy for eligible items. You must request a return within 14 days of receiving your order.

To be eligible:

Items must be unused, in their original packaging, and in the same condition you received them.
Proof of purchase (receipt or order confirmation) is required.

To initiate a return, contact help@amanandhiscave.com. We will confirm the appropriate return address and instructions.

If you cannot organise freight yourself, we can arrange return shipping and deduct the cost from your refund. Items returned without prior approval will not be accepted.

2. Change of Mind / Non-Defective Returns

2.1 Return Window
Returns for change of mind must be initiated within 14 days of delivery.

2.2 Condition
Returned items must be in resalable condition. Opened, used, or damaged items will incur additional deductions.

2.3 Shipping & Restocking Fees

Return freight is the customer’s responsibility.
Original shipping fees are non-refundable.
A 10% restocking fee applies for items returned in original packaging.
A 20% restocking fee applies if packaging has been opened or removed.

2.4 Custom or Made-to-Order Items
Items like branded fridges, neon signs, V8 tables, or custom arcade machines are non-refundable. If defective, we will supply replacement parts or replacements at our discretion.

2.5 Consumables
We do not accept returns on consumable products such as alcohol kegs or perishable items.

2.6 Cancellation of Pre-Orders or Backorders
Pre-orders delayed by over 30 days may be cancelled for a full refund. Backorders cancelled before dispatch incur a 10% cancellation fee.

3. Faulty or Damaged Products

3.1 Reporting Faults
Report any faults or damage within 7 days of receiving your item by emailing help@amanandhiscave.com.

3.2 Transit Damage (Must Be Reported Within 48 Hours)
Transit damage (including broken glassware) must be reported within 48 hours. Compensation may include replacement or partial refund at our discretion.

3.3 Our Resolution Process

Wherever possible, we will send replacement parts before requesting a return.
If you choose to keep the item with a minor defect, we may offer a discount.
Full refunds or replacements are issued only once the faulty item is received and assessed.

3.4 Continued Use
If you continue using a faulty product after identifying an issue, you may forfeit your right to a return or refund.

4. Pool Table Returns & Resolutions

4.1 Spare Pool Table Parts
We reserve the right to repair any table by sending a spare part where it has been deemed necessary by either our Pool Table Installer or Customer Service Team.

4.2 Non-Visible Component Damage
Replacement parts will not be provided for any component of the pool table where damages have occurred in places that will not be visible once the pool table is fully erected. Examples include the edges of the slate where cushions cover the slate edge, chips in the slate where putty or bog can fill the slate, the top of the frame, the top of the legs, and any other component that our customer service team can confirm will not be visible when the pool table is fully installed.

4.3 Pool Table Cloth Characteristics
Our premium thick pool table cloth is designed for durability and high performance. Due to its nature, small frays, minor lumps, and marks may occur. These are standard for premium cloth and do not affect gameplay. As such, they do not warrant a replacement or refund. Regular brushing and maintenance will help manage these natural characteristics.

4.4 Slate Surface Conditions
Slate does have the possibility to arrive with chips and slight cracks. Slate does not need to be replaced if the mentioned damages occur on the joints or where the cushions will cover or where it can be filled and fixed with putty. If this is not a viable solution (as determined by our professional pool table installer), then we will send out a new slate to you.

4.5 Shipping and Delivery Timeframes
Our pool tables are sent in two separate labels, so it is not uncommon for parts to come separately. We will be unable to action any investigation until it has been 2 business days from receiving the first parcel, and we will not send out a replacement part until it has been 10 business days from the last scanning event.

4.6 Professional Installation Policy
All customers must follow the official installation video when assembling their pool table. Failure to adhere to the provided installation steps may result in perceived defects that are due to incorrect assembly rather than actual manufacturing faults. Customers with a trade background should not rely on prior experience alone but must follow the step-by-step video instructions. Our professional installer, who has assembled thousands of tables, has confirmed that proper installation following these guidelines ensures optimal results. A Man & His Cave is not responsible for issues arising from failure to follow the installation video correctly. Our pool tables can be installed by anyone who follows our installation video correctly. Our professional installer has never encountered an issue when following the proper steps with the provided components.

4.7 No Refunds for Minor Variations
Refunds or replacement parts will not be provided for irregular or uneven frame heights, as minor variations are unavoidable in manufacturing and do not impact gameplay. Please follow the full installation video carefully to see how to adjust the entire table as a whole before reporting any issues.

4.8 Service Callouts
If a fault is raised, we may send our install team to inspect the product (callout and install fees apply). If the fault is found to be a manufacturing issue, the inspection/install fee will be refunded. If not, the fee will remain at the customer’s expense.

4.9 Replacement of Cloth and Pockets
If cloth or pockets are faulty or worn prematurely, we will send replacement components directly from our supplier. These typically arrive within 1 week.

5. Missing or Incorrect Items

5.1 Reporting
Missing or incorrect items must be reported within 7 days of delivery.

5.2 Verification
We may request photos of the packing slip, items received, and packaging. We also verify orders via our CCTV-monitored warehouse.

5.3 Resolution Limitations
Claims made after 7 days may be denied.

6. Return Logistics & Customer Responsibility

6.1 In-Person Returns
Items collected in person must also be returned in person unless otherwise approved.

6.2 Return Packaging
You are responsible for ensuring returned items are securely packaged. Damage in transit due to poor packaging is not our responsibility.

6.3 Original Shipping Method Applies
Warranty returns should follow the original delivery or pickup method unless otherwise approved.

7. Refund Timelines

Refunds are processed:

Within 1–3 business days for Shopify/card purchases
Immediately upon approval for bank transfers (processing time depends on your bank)

For all return or refund requests, contact us at help@amanandhiscave.com.