Return & Refund Policy

NZ Cricket Store is your point of contact for returns and order issues, including products supplied from overseas. Contact info@nzcricketstore.com before sending an item back.

30-day change-of-mind returns

We accept eligible change-of-mind return requests within 30 days of delivery. To qualify, the item must be unused, in its original condition, with original packaging, labels and accessories where applicable. It must not have been altered, customised or personalised. Please provide proof of purchase or enough information to find the order.

After an eligible item has been received and inspected, full-price purchases may qualify for a refund to the original payment method, an exchange or store credit. Original delivery charges are generally not refundable for change-of-mind returns. The cost of returning the item is generally the customer's responsibility unless otherwise agreed.

Sale and clearance purchases

Eligible sale and clearance items can be requested for a change-of-mind return within 30 days of delivery under the conditions above. For change of mind, these items qualify for an exchange or store credit only, not a monetary refund. An item clearly sold under a specific disclosed condition may have additional eligibility limits.

These change-of-mind rules do not limit your rights for faulty, damaged, incorrectly supplied or materially misdescribed goods.

60-day gift exchange

If the purchaser marked the order as a gift in the cart before checkout, an eligible gift may be exchanged within 60 days of delivery. This is an exchange window, not a 60-day refund window. The item must meet the unused, original-condition and other eligibility rules in this policy. Please contact us with the order number before returning it. An exchange depends on stock; any price difference and return or replacement shipping cost will be confirmed before proceeding.

Unmarked gifts follow the standard 30-day change-of-mind terms. If a gift is faulty or not as described, the separate consumer-rights provisions below apply regardless of gift marking or these time windows.

Items generally excluded from change-of-mind returns

For hygiene, safety or customisation reasons, we generally cannot accept change-of-mind returns for abdominal guards or similar personal protective items where hygiene is relevant; worn or opened underwear or compression garments where hygiene requirements apply; personalised or customised items; bats knocked in, oiled, prepared, altered or modified at the customer's request; items used or damaged after delivery; or other products that cannot reasonably be resold in original condition.

These exclusions apply to change of mind only. They do not remove applicable rights if the product is faulty, damaged, incorrectly supplied or materially different from its description.

Faulty, damaged, incorrect or misdescribed products

Contact us as soon as reasonably possible with your order number, a description and photographs where relevant. We may reasonably ask to inspect the item. Where a problem is covered by New Zealand consumer law, we will provide an appropriate remedy according to our legal obligations. Depending on the circumstances, this may include repair, replacement or refund. For a valid claim, we will provide return instructions and will not require you to bear unreasonable return costs.

Cricket bats and prepared products

Natural willow varies in grain, colour, cosmetic appearance and weight distribution. Normal variation or wear is not necessarily a manufacturing fault. Bats need appropriate preparation, care and use. Work requested by the customer, including knocking in or oiling, generally makes a bat ineligible for a change-of-mind return; this does not remove rights relating to a genuine fault. Contact us with order details and photographs if you believe a bat is faulty.

Custom, pre-order and special-order products

Change-of-mind cancellation or return may be unavailable once customisation, production or supplier procurement has started. Applicable special conditions should be disclosed before purchase. If we cannot supply an item within a reasonable time, we will contact you about the available options, which may include cancellation and a refund where appropriate.

Exchanges and refunds

Exchanges are subject to eligibility and stock. We will confirm any price difference before completing an exchange. Change-of-mind return and replacement shipping may be the customer's responsibility. Approved monetary refunds are normally made to the original payment method; bank or payment-provider processing can take additional time. Sale and clearance change-of-mind returns receive exchange or store credit only.

Gift cards and vouchers

NZ Cricket Store gift cards, e-gift cards and vouchers are non-refundable and cannot be exchanged for cash except where required by law. They are redeemable through nzcricketstore.com, not third-party or New Zealand Cricket ticketing sites.

Delivery problems, cancellations and consumer guarantees

Contact us if tracking suggests a delivery problem or an order has not arrived. We may need to investigate with the courier before confirming a resolution. Contact us quickly to request cancellation; it may not be possible once an item has dispatched or custom work or special procurement has begun. If we cancel a paid item that will not be supplied, we will refund the applicable amount.

Our products are sold subject to applicable New Zealand law, including the Consumer Guarantees Act 1993 where it applies. Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded. Different provisions may apply to business-purpose purchases where permitted by law.

How to request a return

Email info@nzcricketstore.com with your order number and reason for the request. Wait for the correct return address and instructions before posting the product.