Contact Us

Our Location

We are based in Cheshire. As we are a small boutique brand that produces pieces in small batches, we have no need for retail premises at this time. We want you to be happy with your investment, so evening viewing appointments are possible in Warrington by special request, please contact us for more information.

Contact

contact@medusacues.co.uk

Hours

Mon-Sat 9am_5pm

Terms & Conditions

Medusa Cues are dedicated to your total satisfaction. If you have any suggestions or comments please use the contact form or reach out to us via social media direct message. We offer secure encrypted payments through our gateway. If you are ordering online through our store, please be assured that all payments are secure, via an accredited payment platform that accepts all major credit and debit cards.

Postage & Packing

At the moment we offer free delivery to the UK only - Excluding Northern Ireland (as additional costs are incurred). If you live outside of the above but would like to purchase from our store, then please drop us a message and we will provide a shipping quote if possible.

We aim to ship all orders within 24-48 hours. For cues and cases, once collected by our courier these will generally be delivered the next working day (via DX, DHL or UPS) as these providers offer a 24hr servce (24hrs cannot always be guaranteed due to external factors beyond our control). For smaller orders, these will be sent via royal mail, so delivery times can vary. All items are securely packed using sustainable materials where possible, we encourage recycling.

Returns Policy

1. Medusa Cues returns policy. You have 48hrs after receiving your order to contact us to request a return if the item or items have arrived damaged or faulty. This does not mean we have to receive the item back within 48hrs but you must contact us within 48hrs after receiving your Order.

2. Please inspect your order upon arrival and contact us immediately if the item is damaged. All our items are checked before dispatch and are well packaged which will reduce the chance of any damage in transit, If any item or items arrives damaged then we need to contact our couriers within 48hrs from the time of delivery.

3. Please note the following exceptions to our return and refund policy: Discounted items, or items you have purchased and no longer want cannot be returned or exchanged after it has been delivered.

4. Returned items must be returned in the same condition that you received them, in the original packaging, protected to the same level as delivered.

5. Returned items must have no visible signs of wear or use, this includes the shaping and chalking of tips, If any item or items returned to us have been tampered with then we will not replace or refund it.

6. You will need the Original Receipt or Proof of Purchase to initiate any return.

7. All items must be returned back to us safely for them to be checked before we can offer a replacement or refund, Please email us: contact@medusacues.co.uk before returning any items and we can discuss. If we no longer have that item or items in stock then we will offer a refund.

Returns Process

1. Please contact us regarding any returns questions: contact@medusacues.co.uk

2. You must contact us first before you send back your item, Otherwise your return will not be accepted.

3. If we accept your return, we will explain what you will need to do next as it’s the responsibility of the customer to arrange and pay for the courier. Please make sure the item is secure and well packaged, please keep the receipt proving proof of postage/collection.

4. Any damage or issues: Please inspect your order upon arrival and contact us immediately if the item is damaged, or if you have received the wrong item by mistake.

Returns Process - Cues/Cases

1. Contact us before returning any Cues or Cases at: contact@medusacues.co.uk

2. All Cues and Cases returned must be in the same condition as received with no damage, scratches, marks, dings or knocks, as we will inspect each item. Cue tips must not have been shaped or chalked in any way.

3. Please make sure all Cues and Cases are returned in the original packaging we sent you to ensure their safe return.

4. When returning Cues or Cases we will need to see the original receipt of purchase. If we accept the return we also need to be provided with proof or posting/collection along with relevant references/tracking numbers.