Terms & Conditions

Last updated: 14 October 2026

These terms apply to purchases and services supplied by OX29 Bat Doctor, operated by Samuel Cross, a sole trader in England. Please read them alongside our Shipping, Returns & Exchanges Policy, which provides more detail about delivery, cancellations and returns.

1. Contact details

Business: OX29 Bat Doctor (Samuel Cross, sole trader)
Email: ox29batdoctor@gmail.com
Telephone: 07442 061783
Correspondence address: 29 Witney Road, Eynsham, Witney, Oxfordshire, OX29 4PH, United Kingdom.

Bat viewings are by prior appointment only. Contactless repair drop-offs may be arranged at the address above; it is not a general walk-in retail shop.

2. Products and services

We sell cricket bats, equipment and accessories, including stock bats and handmade bats made to a customer's specifications. We also offer bat knocking-in, repairs and other bat-care services.

Handmade cricket bats may show natural variations in grain, appearance, weight and finish. We aim to describe our products accurately and will discuss any material changes to an agreed custom specification with you.

3. Orders, prices and payment

Prices are shown in pounds sterling (GBP). Any applicable taxes and delivery charges will be shown during checkout or agreed before an order is placed. We do not charge UK VAT unless required to do so; references to VAT apply only where applicable.

Submitting an order is an offer to buy. We accept it when we send an order acceptance or dispatch confirmation. An automated acknowledgement of receipt does not necessarily mean we have accepted the order. Payment must be authorised before we dispatch goods or begin work, unless otherwise agreed.

If an item is unavailable, there is an obvious pricing error, or we cannot fulfil an order, we will contact you and offer an appropriate alternative or a refund of any payment taken for goods or services we cannot supply.

4. Delivery of new products

We generally use Royal Mail for smaller items and DPD for cricket bats and larger parcels. We aim to dispatch eligible weekday orders placed before 11:00am on the same day, where stock and service arrangements allow. DPD collections are generally around 2:00pm. Dispatch and delivery estimates are not guarantees.

Delivery options, charges and estimated times are displayed at checkout or confirmed before purchase. International delivery may be available by arrangement; customers may need to pay import duties, taxes and customs charges imposed by their destination country.

For consumer purchases, the risk of loss or damage to new goods normally passes to you when you, or someone you nominate, physically receives them. If delivery is delayed or a parcel is missing, contact us so we can investigate. Your legal delivery rights are not reduced by the courier we use.

Please ensure your delivery address is accurate. If an order is returned because of an incorrect address supplied by you, we may ask you to pay reasonable additional delivery costs before resending it, where lawful.

5. Your right to cancel eligible online purchases

For most standard, non-personalised goods bought online, UK consumers have a legal right to cancel within 14 days after receiving the goods, without giving a reason. You must tell us clearly that you wish to cancel, for example by emailing ox29batdoctor@gmail.com. You then normally have a further 14 days to send the goods back.

You may inspect goods as you would in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for any reduction in value. Signs of handling do not automatically remove your statutory cancellation right.

For a change-of-mind cancellation, you normally pay the direct cost of returning the goods. Where legally required, we refund the price paid and the cost of our least expensive standard outbound delivery option. We may withhold the refund until we receive the goods back or you provide evidence of sending them, whichever happens first. Refunds will be made within the statutory timescales, normally to the original payment method.

See our Shipping, Returns & Exchanges Policy for the full process and a model cancellation form. You do not have to use the form: a clear cancellation email is enough.

6. Custom-made and personalised bats

Bats genuinely made to your individual specifications or clearly personalised are generally exempt from the 14-day change-of-mind cancellation right. This exception does not apply merely because a bat is handmade or described as custom; it depends on the nature of the particular order.

If a custom-made bat is faulty, not as described or otherwise fails to meet your statutory rights, you still have the legal remedies available to you. Please contact us promptly so we can help.

7. Knocking-in and other services

Where you purchase an optional knocking-in service with a stock bat, the bat and the service are treated separately for cancellation purposes. If you expressly ask us to start the service during the 14-day cancellation period, you may have to pay a proportionate amount for work carried out before cancellation. If you expressly consent to the service starting early and acknowledge that your right to cancel the service will be lost once it is fully performed, that service cancellation right ends on completion. These conditions do not remove any applicable cancellation right for the stock bat itself.

Knocking-in included at no separate charge with a genuinely made-to-specification custom bat does not change the applicable treatment of that custom-made product. Your rights in relation to faulty goods or services remain unaffected.

We will explain the agreed scope and price of repair and bat-care work before proceeding. Additional work requiring an extra charge will be discussed with you first.

8. Repairs and return transport of customers' bats

When you send us a bat for repair, it remains your property. We will take reasonable care of it while it is in our possession and carry out the agreed work with reasonable care and skill.

We use DPD for the return delivery of repaired bats where courier delivery is arranged through us. Tracking and delivery details will be provided where available. If you arrange your own courier, different responsibilities may apply.

Cricket bats are used sporting equipment and may already have cracks, wear or hidden weaknesses. We will explain any material limitations of the proposed repair where reasonably apparent. A repair cannot guarantee that the bat will never crack or suffer damage again.

If a repaired bat is lost or damaged in transit, please contact us promptly so we can investigate with DPD. Any courier compensation limits or optional enhanced cover will be explained where applicable; courier compensation limits do not automatically cap our legal responsibility to you. Nothing in this section excludes rights or remedies that cannot lawfully be excluded.

9. Faulty goods and our six-month warranty

All goods must meet the standards required by law, including being of satisfactory quality, fit for purpose and as described. If they do not, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015, depending on the circumstances. These rights are separate from any change-of-mind cancellation rights.

In addition, OX29-branded bats have a six-month manufacturing-defect warranty covering defects in materials or workmanship arising from normal intended use. Examples may include a handle failure or structural defect caused by a manufacturing fault. We may ask for proof of purchase and photographs, and may need to inspect the bat to assess a claim.

The additional warranty does not cover ordinary wear and tear, accidental damage, misuse, water damage, or damage caused by inadequate care. However, no exclusion in this voluntary warranty removes or restricts your statutory rights. In particular, the six-month warranty is not a six-month limit on legal claims.

10. Returns, refunds and exchanges

We handle return requests personally by email; you do not need a customer account or an automated returns portal. Contact ox29batdoctor@gmail.com with your order details and the reason for contacting us.

Unless we agree another arrangement, returns should be sent to: OX29 Bat Doctor, 29 Witney Road, Eynsham, Witney, Oxfordshire, OX29 4PH, United Kingdom. Please contact us before sending a bat so we can provide any relevant packaging or delivery instructions.

Our detailed Shipping, Returns & Exchanges Policy explains the return process. If any wording in these terms or that policy conflicts with your mandatory legal rights, those rights take precedence.

11. Our responsibility

We are responsible for losses that are a foreseeable result of our breach of these terms or failure to use reasonable care and skill, subject to applicable law. We are not responsible for losses that are not foreseeable or are caused by circumstances outside our reasonable control, except where the law says otherwise.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Nothing affects your statutory consumer rights.

12. Website content

Our website text, photographs, branding and other original content belong to OX29 Bat Doctor or their respective rights holders. You may use the website for personal shopping and information but must not reproduce our content commercially without permission, unless the law permits it.

13. Complaints and disputes

If you have a problem with an order or service, please email ox29batdoctor@gmail.com so we can try to resolve it. These terms are governed by the law of England and Wales, without taking away any mandatory consumer protections or rights to bring proceedings in another UK jurisdiction where applicable.

14. Changes to these terms

We may update these terms from time to time. The version applicable to your order will generally be the version in effect when the contract was made, unless a change is required by law or you agree otherwise.