Masi Carbon Warranty and After-Sales Support

A quality billiard cue is an investment. At Masi Carbon, we are committed to protecting this investment with warranty and after-sales support. In this article you will find all details from warranty coverage to communication channels.

Warranty Coverage and Duration

Masi Carbon cues come with a standard 2-year manufacturer warranty. The warranty period begins from the product delivery date. During this period, defects due to materials and workmanship are covered by free repair or replacement. Due to the nature of carbon fiber construction, structural issues such as cracks, breaks and separation are rare—but when they occur, the warranty applies.

What the Warranty Covers and Excludes

Warranty covers: cracks in carbon shaft due to manufacturing defects, joint connection issues, ferrule deformation, and finish/coating problems. Warranty excludes: damage from dropping, impact or misuse, normal wear (tip, bumper), deformation from humidity/heat exposure, and unauthorized repair attempts. Especially self-repairs in the joint area void the warranty.

• 2-year materials and workmanship warranty
• Free defect repair or replacement
• Unauthorized intervention voids warranty

Service and Maintenance

Periodic maintenance service is offered at Masi Carbon authorized service points. You can make an appointment for shaft cleaning, tip replacement and joint inspection. Maintenance fees apply to non-warranty work; no charge for warranty-covered issues. We recommend one free annual general inspection.

Communication Channels and Support

You can reach our customer service via our website, email or phone. Warranty claims require product serial number, purchase document and damage photos. Average response time is 24 business hours; warranty evaluation is completed within 3-5 business days. Priority support line is available for emergencies.

Spare Parts Supply and Customization

Spare parts such as tips, ferrules, joint pins and bumpers can be supplied as original Masi Carbon parts. Using non-original parts may affect performance and weaken warranty coverage. Spare part requests can also be made after order for extensions, additional shafts and special configurations. Delivery varies between 1-4 weeks depending on stock.

Customer Satisfaction Policy

Masi Carbon views every sale as a long-term relationship. Even outside the warranty period, products with serious defect reports within a reasonable time are evaluated. Customer satisfaction surveys and feedback are used for continuous improvement. We offer priority resolution to customers experiencing issues.