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At NZ Cricket Store, we want customers to be confident when purchasing from us. This policy explains our change-of-mind returns, exchanges, refunds and the process for products that are faulty, damaged, incorrectly supplied or not as described.
NZ Cricket Store is your point of contact for all returns and order issues, including products that have been dispatched directly from an overseas supplier.
For all return enquiries, please contact:
Email: info@nzcricketstore.com
Please contact us before sending a product back so that we can provide the appropriate return instructions.
We accept eligible change-of-mind returns within 10 days of delivery.
To qualify for a change-of-mind return, the product must:
Once an eligible return has been received and inspected, you may choose, where applicable, a refund, exchange or store credit.
For an approved refund, the refund will normally be issued to the original payment method used for the purchase.
Original shipping charges are generally not refundable for change-of-mind returns.
The customer is responsible for the cost of returning a change-of-mind item to us unless otherwise agreed.
For hygiene, safety or customisation reasons, we generally cannot accept change-of-mind returns for:
These exclusions apply to change-of-mind returns only.
They do not remove any rights you may have where a product is faulty, damaged, incorrectly supplied, materially different from its description, or otherwise covered by applicable New Zealand consumer law.
If you receive a product that you believe is faulty, damaged, incorrectly supplied or materially different from its description, please contact us at info@nzcricketstore.com as soon as reasonably possible.
Please provide:
We may ask you to return the product for inspection where this is reasonably necessary to assess the issue.
Where a product has a genuine fault or other problem covered by applicable New Zealand consumer law, we will provide an appropriate remedy in accordance with our legal obligations. Depending on the circumstances, this may include a repair, replacement or refund.
Where we confirm that a return is required because the product is faulty, damaged, incorrectly supplied or materially different from what was ordered, NZ Cricket Store will provide appropriate return instructions and will not require you to bear unreasonable return costs for a valid claim.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under New Zealand law.
Cricket bats are made from natural materials and require appropriate preparation, care and use.
Natural variations in willow, including differences in grain pattern, colour, cosmetic appearance, weight distribution and minor surface characteristics, are not necessarily manufacturing faults.
A cricket bat may also develop normal signs of use over time.
Issues caused by misuse, inappropriate storage, insufficient preparation, excessive moisture, use against equipment or balls unsuitable for the bat, or damage caused by impact outside normal cricket use may not constitute a manufacturing fault.
Use of a bowling machine may cause additional stress to a cricket bat and damage caused by inappropriate use may not be considered a manufacturing defect.
If you believe your cricket bat has developed a genuine fault, please contact us with your order details and clear photographs of the issue.
We may need to inspect the bat and, where appropriate, consult the manufacturer or distributor when assessing the cause of the problem.
Any manufacturer assessment does not limit your rights under applicable New Zealand consumer law.
Customised or personalised products are generally not eligible for change-of-mind cancellation or return once production or customisation has commenced.
This may include products with personalised printing, engraving, custom specifications, custom preparation or other modifications requested by the customer.
If a customised or personalised product is faulty, damaged, incorrectly supplied or does not match the agreed customisation, please contact us. Your applicable consumer rights are not affected simply because the product was customised.
Pre-order, bulk-order and special-order products may be ordered or produced specifically to fulfil your purchase.
Because of this, change-of-mind cancellation may not always be available once we have committed to the supplier, production has commenced, or costs have been incurred specifically for your order.
Any applicable pre-order or special-order conditions should be disclosed before purchase.
If we cannot supply a pre-ordered or special-order product within a reasonable timeframe, we will contact you to discuss the available options, which may include cancellation and a refund where appropriate.
Sale and clearance products may be returned under our normal change-of-mind policy where they otherwise meet the eligibility requirements, unless the product was clearly identified before purchase as being sold under a specific condition that reasonably affects return eligibility.
Products sold at a reduced price are still covered by applicable consumer protections.
If a sale or clearance product is faulty, damaged, incorrectly supplied or materially different from its description, please contact us.
Eligible products may be exchanged subject to availability.
If the replacement product has a different price, we will advise you of any additional amount payable or refund due before completing the exchange.
Return and replacement shipping costs for a change-of-mind exchange may be the customer's responsibility.
Once an approved return has been received and inspected, we will process the applicable refund as soon as reasonably possible.
Approved monetary refunds will normally be returned to the original payment method used for the order.
After we process a refund, your bank, card provider or payment service may require additional time to make the funds available in your account. Only full-price items are eligible for a refund; sale/clearance items are eligible only for store credit or exchange.
For change-of-mind returns, original delivery charges are generally not refundable.
Where a refund results from a faulty, damaged, incorrectly supplied or materially misdescribed product, shipping costs will be handled in accordance with applicable consumer law and the circumstances of the claim.
Some products sold by NZ Cricket Store may be dispatched directly from an approved overseas supplier.
This does not change who you contact about your order.
For all returns, refunds, faults or delivery issues, contact NZ Cricket Store first at:
We will advise you of the appropriate return process and return location for your particular order.
If tracking indicates a delivery problem or you believe your order has been lost in transit, please contact us at info@nzcricketstore.com.
We may need to investigate the shipment with the relevant courier or delivery provider before determining the appropriate resolution.
If an order is confirmed as lost or cannot be delivered, we will provide an appropriate resolution in accordance with the circumstances and applicable consumer law.
If you wish to cancel an order, please contact us as soon as possible.
Where an order has not yet been dispatched, customised, specifically ordered or committed to production, we will make reasonable efforts to accommodate the cancellation.
We may be unable to cancel an order after it has been dispatched or after work or procurement has commenced for a customised, personalised, pre-order, bulk-order or special-order product.
If NZ Cricket Store cancels an order that has already been paid for and the product will not be supplied, we will refund the applicable amount paid for the cancelled product.
Our products are sold subject to applicable New Zealand law, including the Consumer Guarantees Act 1993 where it applies.
Nothing in this Return & Refund Policy is intended to exclude, restrict or modify consumer rights or remedies that cannot lawfully be excluded.
Where products are acquired for business purposes, different legal provisions may apply where permitted by law.
Before returning a product, please contact us so that we can confirm the appropriate return process and return location.
NZ Cricket Store
Palmerston North, New Zealand
Email: info@nzcricketstore.com
Please include your order number and reason for the return when contacting us.
