Refund policy
At OX29 Bat Doctor, we want you to be happy with your purchase. If something isn't right, please get in touch and we'll do our best to help.
This policy covers products purchased through our website. For full details of shipping, returns and exchanges, please see our Shipping, Returns & Exchanges Policy.
Returning an Item
For most products purchased through our website, you have 14 days from the day after delivery to let us know if you'd like to cancel your order.
Once you've notified us, you have a further 14 days to send the item back.
You're welcome to inspect your purchase as you would in a shop, but please avoid using it if you're considering returning it. If an item has been handled beyond what's reasonably necessary to inspect it, we may make a deduction from your refund to reflect any loss in value.
Some products, including genuinely custom-made items, are exempt from change-of-mind cancellation rights.
Cricket Bat Returns
Stock cricket bats purchased through our website are covered by the standard 14-day cancellation period.
You're welcome to inspect your bat when it arrives, but please don't use it if you're considering returning it.
If a bat has been used, knocked in further or otherwise handled beyond what's reasonably necessary to inspect it, we may make a deduction from the refund to reflect any loss in value.
Knocking-In Services
Knocking-in is available as an optional paid extra on our stock cricket bats.
As this is a service we carry out before sending your bat, the knocking-in charge is non-refundable once the work has been completed, provided you've expressly agreed for us to start the service during the cancellation period and acknowledged that your right to cancel the completed service will be lost.
You can still cancel and return the stock bat itself under our standard returns policy. Any refund for the knocking-in service will be handled separately, in line with your statutory rights.
Custom Handmade Bats
Our custom handmade cricket bats are made to your individual specifications, with knocking-in included at no additional charge.
As these bats are made specifically for you, they cannot normally be returned or refunded simply because you've changed your mind.
This doesn't affect your statutory rights if there's a fault with the bat or it doesn't match the agreed specifications.
How to Return an Item
Before sending anything back, please email us at ox29batdoctor@gmail.com so we know to expect your return.
Please include your order number and the item you'd like to return.
When returning an item, please include a note with your full name, order number, and whether you'd like a refund or exchange.
Return address:
OX29 Bat Doctor
29 Witney Road
Eynsham, Witney
OX29 4PH
United Kingdom
Return Postage and Refunds
For change-of-mind returns, customers are responsible for arranging and paying for return postage, unless we've agreed otherwise.
Where required by law, we'll also refund the original standard delivery charge. If you selected a more expensive delivery option, any additional cost above our standard delivery charge won't be refunded.
Once we've received your return, or you've provided evidence that it has been sent back, we'll aim to process your refund within 5 working days, and no later than the applicable legal deadline.
Refunds will normally be made to the original payment method.
If there's an issue with the condition of a returned item, we'll get in touch to discuss it before taking any further action.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or isn't what you ordered, please get in touch with us as soon as possible so we can put things right.
We'll handle these situations in line with your statutory consumer rights, including covering reasonable return postage where we're required to do so.
Our Warranty Terms provide additional information about cricket bat warranties, but do not replace or limit your statutory rights.
Cancelling Your Order
To cancel an eligible order, simply email ox29batdoctor@gmail.com with your name, order number and a clear statement that you'd like to cancel.
You can also use the Model Cancellation Form available in our Shipping, Returns & Exchanges Policy. Using the form is optional.
Contact Us
OX29 Bat Doctor
29 Witney Road
Eynsham, Witney
OX29 4PH
United Kingdom
Email: ox29batdoctor@gmail.com