Last updated: 15 August, 2026
At Canary Billiards, we want you to be completely happy with your purchase. If you change your mind about an online purchase, or if something isn’t right with your order, please contact us and we’ll help you through the process.
1. Returns – changing your mind
If you purchase a product online, you have the legal right to cancel your purchase within 14 calendar days of receiving your order, without having to give a reason.
To exercise this right, please contact us at:
Canary Billiards
Philipp Goldmann
Calle La Virgen 9
38410 Los Realejos, Tenerife, Spain
Email: philipp@canarybilliards.com
Please contact us before sending anything back so that we can provide the appropriate return instructions.
Once you have told us that you wish to cancel, you must return the product within 14 calendar days.
Products should be returned in their original condition, with all accessories, packaging and documentation where reasonably possible. You are responsible for any reduction in the value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
2. Return postage
For a return because you have simply changed your mind, you are responsible for the direct cost of returning the product, unless we have agreed otherwise.
We recommend using a tracked delivery service and keeping your proof of postage. Canary Billiards cannot be responsible for products lost or damaged while being returned by the customer.
If the return is due to a fault, damage on arrival, incorrect product or other lack of conformity, please contact us before returning the item. Where the law requires us to cover the costs of putting the product into conformity, we will do so.
3. Refunds
Once we receive the returned product and confirm that the return is valid, we will process your refund without undue delay.
For a valid cancellation under the 14-day withdrawal right, we will refund the payments we received from you, including the standard delivery charge you originally paid. If you selected a more expensive delivery option than our standard delivery service, we are not required to refund the additional amount.
Refunds will normally be made using the same payment method used for the original purchase, unless we have agreed otherwise with you.
Under the applicable consumer rules, we may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
4. Faulty, damaged or incorrect products
If your product arrives damaged, is faulty, does not match its description, or otherwise does not conform to the purchase contract, please contact us as soon as possible at philipp@canarybilliards.com.
Please include:
- Your order number
- A description of the problem
- Photographs or video where appropriate
- Photographs of any visible damage to the packaging or product
We will assess the issue and, where applicable, arrange an appropriate remedy.
Under Spanish consumer law, new goods are generally covered by a three-year legal guarantee against lack of conformity. Depending on the circumstances, you may be entitled to repair or replacement and, where those remedies are unavailable or unsuccessful, an appropriate price reduction or refund. These remedies must be provided without cost to the consumer where required by law.
5. Products damaged through normal use
The legal guarantee covers defects and lack of conformity that are attributable to the product or its condition at the time of delivery. It does not generally cover damage caused by accidents, misuse, neglect, modifications, improper maintenance or normal wear and tear.
This does not affect any rights you may have under applicable consumer law.
6. Custom or personalised products
Certain products may be made or modified specifically according to a customer’s specifications.
Where a product is genuinely personalised or made to the customer’s specifications, the statutory right of withdrawal may not apply. We will inform you before purchase if a particular product falls within this exception.
This does not remove your statutory rights if the product is faulty or does not conform to the contract.
7. Exchanges
We do not currently operate a standard exchange service.
If you would like a different product, the simplest option may be to return the original product in accordance with the applicable return rules and place a new order. Please contact us first and we’ll be happy to help.
8. Questions about a return?
If you’re unsure whether your situation qualifies for a return, just get in touch. We’re a small, specialist business and would much rather help resolve an issue than make the process difficult.
Email: philipp@canarybilliards.com
Canary Billiards
Philipp Goldmann
Calle La Virgen 9
38410 Los Realejos, Tenerife, Spain