For more than 110 years, Van Ooy has supplied 3,000+ carom, pool and snooker items for everyone.
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Returns

At Van Ooy Billiard Supplies, we value customer satisfaction, quality and correct delivery. Nevertheless, it may happen that an order is not completely to your satisfaction or that something goes wrong during transport or processing. In that case, we are ready to solve it neatly and professionally.

In what cases can I return a product?

Returns are possible with us in the following situations:

  • The article delivered does not match what was ordered (wrong article)
  • The product has been delivered defective or damaged
  • There is a manufacturing defect
  • The products demonstrably do not meet the agreed product specifications

We ask you to pass return notifications as soon as possible and no later than 5 working days after receipt to us. This helps us to act quickly and provide appropriate solutions.

Return conditions

In order to process a return correctly, we apply the following conditions:

  • The product must be in unused, original condition
  • Where possible, the item should be returned in its original packaging
  • The return request must be approved in advance by Van Ooy; unauthorised returns will not be processed
  • The return shipment must be clearly marked with the order number or invoice number

Note: Customised items ordered especially for you (e.g. customised tablecloths or specific technical parts) can in principle not be returned, unless there is a demonstrable error or damage.

How do I report a return?

  1. Contact us. Send an e-mail to sales@vanooy.com or call +31 (0)23 534 00 40. Give a clear description of the problem, and include the order or invoice number.

  2. We will assess your report and - if applicable - give instructions on how to return the product. In some cases, we ask for photos of the damage or the product.

  3. After approval, you can send the item to our return address according to the instructions. Make sure you use sturdy packaging, especially for fragile parts or electronics.

  4. Once the return has reached us, you will receive confirmation and - depending on the situation - a proposal for a refund, replacement or credit within 5 working days.

Shipping costs for returns

The costs for returns are handled as follows:

Error by Van Ooy Billiard Supplies

For example wrong or damaged delivery; we will refund the shipping costs or arrange a return label/pick-up.

Customer error

For example an incorrectly ordered product; in this case shipping costs are at your own expense.

If you are unsure about the situation or expect exceptions (e.g. error in order list, damage by carrier), please contact us before returning anything.

What happens after receipt?

After receiving the return, we will check the product for completeness, signs of use and any damage. We will then contact you about how to proceed. Possible solutions:

  • Replacement of the item
  • Crediting of the invoice
  • Voucher or redelivery in the event of structural acceptance
  • Refund via the original payment method (in consultation)

We try to complete the full settlement within 5 to 10 working days at most.

Report damage upon receipt

Did a parcel arrive clearly damaged during transport? Then always take photos of the outside of the box and of the contents immediately. Report damage within 24 hours of delivery. This enables us to submit a claim to the carrier and help you find a solution as quickly as possible.

Contact for returns & questions

Do you have questions about a return or doubts about whether a product is eligible for return? Feel free to contact our team - we will help you quickly and expertly.