Refund Policy

We would rather put something right than argue about it. If a bat is not what you expected, tell us early and tell us specifically — the sooner we hear, and the less the bat has been used, the more we can do.

This is not a no-questions-asked policy. A refund is considered on the facts of the individual case, and a request being made does not by itself entitle an order to be refunded.

1. 1Contact us on WhatsApp or by email and tell us you would like to request a refund.
2. 2Give your order reference, beginning KWB-, and the item concerned.
3. 3State the reason clearly — what you expected, and how the item differs.
4. 4Send photographs or video where we need to see the issue. For damage, a fault, or a wrong item, this is normally required.
5. 5We review the request, and may ask for the item to be returned for inspection.
6. 6Eligibility is determined against this policy and the condition of the item.
7. 7If a refund is approved, we confirm the amount and process it through the same arrangement the order was paid by.

• Condition. An unused bat in its original state is treated very differently from one that has been knocked in, oiled, re-gripped, had stickers changed, or played with.
• Reason. A wrong or faulty item, or one that does not match its description, is a stronger case than a change of mind.
• Evidence. Photographs and video where the issue needs to be seen.
• Timing. Raised promptly after delivery rather than after a season of use.
• Made-to-order work. Engraved bats and bats prepared to your specification cannot generally be refunded unless faulty, because they cannot be sold to anyone else.

Normal wear, damage caused by use or impact, and damage from inadequate knocking in or from using a ball the bat was not made for are not refundable. Where a bat has failed in normal play, that is assessed under the warranty; where it can be repaired, the Bat Doctor is often the better outcome for the player.

An approved refund is returned through the same arrangement the order was paid by. Where an item has to come back to us first, the refund follows inspection. Delivery charges already incurred may not be refundable depending on the reason for the return.