Refund & Exchange Policy
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
Can i place an order over phone ?
Can i place an order over phone ?
We try to make shopping experience as smooth and convenient as possible for the customers.
Therefore, we provide the option to place an order over phone as well. Simply call us and our friendly team members will take your order.
To protect our Customers from any potential fraud, we do not accept payment over the phone. Once our we have entered your order, we will send you an invoice by email for you to make payment for your order.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
or you can directly navigate to track my order to track your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
If I am getting a refund or a replacement bat under warranty, will it include bat services as well ?
If I am getting a refund or a replacement bat under warranty, will it include bat services as well ?
Bat Services (Oiling & Knocking, Extratec Sheet, Toe Guard, etc) are considered as wear and tear items and are not covered under warranty.
Previous payment for these services will not be refunded or these services will not be added to the replacement bat as a complimentary service.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Return or Exchange requests must be initiated within 7 days of receiving the original order.
Please note - Cricket Bat once prepared are not eligible for returns & exchange.
For cricket bat returns and warranty,please click here
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available (except Bats) for most products within 7 days of receipt if items are unused and are in original condition. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Cricket Bat Warranty
WHAT IS NOT COVERED AS PART OF BAT WARRANTY
WHAT IS NOT COVERED AS PART OF BAT WARRANTY
- Yorker damage to the toe of the bat
- Damage that occurs due to lack of knocking-in/playing-in or inappropriate play.
- Damage that occurs due to poor preparation/maintenance (e.g. lack of toe guard, over/under oiling etc)
- Damage due to moisture (wet weather) or heat (do not leave in car boot/direct sunlight etc)
- Damage from non-leather or composite balls (including bowling machine balls)
- Improper use (including hitting things others than cricket balls – e.g. stumps, ground or other objects.
- Performance of the bat - because each bat is hand crafted and made from natural willow, the performance of each bat is unique and we make no warranties on the performance of the bat.
Sticker Issues – No Return or Replacement
- Stickers are purely cosmetic and do not impact the bat’s functionality or durability.
- Minor sticker imperfections, such as small misalignments, air bubbles, peeling, or scratches, may occur during manufacturing or handling and are considered normal.
- Small cracks or marks on the stickers from the manufacturing process do not affect performance and will not be considered a defect.
- Bats will not be accepted for return or replacement due to sticker-related concerns.
BAT WARRANTY PROCESS
BAT WARRANTY PROCESS
- When you purchase an English Willow Cricket Bat from MCG Sports you can rest assured that your bat is covered by 12 month warranty for any manufacturing faults.
- The Cricket Bat warranty is a goodwill agreement offered by bat manufacturers to repair or replace a bat that has suffered damage deemed to be a manufacturing fault and no fault of the consumer. However, all warranty decisions are at the discretion of the manufacturer. MCG Sports will collect the information from the customer and discuss the warranty claim and the circumstances with the manufacturer.
- Approved warranty claims for broken handles and/or any other repairable damage may either be sent back to the manufacturer for repair or repaired locally, at the discretion of MCG Sports. It takes an average of 10-15 working days to assess and/or repair the problem in conjunction with manufacturer. If the bat is not deemed to be fixable to a reasonable standard then it may be replaced at the manufacturers discretion. It is important to note that a replacement handle will not affect the performance of a bat.
TERMS OF BAT REPAIR / REPLACEMENT
TERMS OF BAT REPAIR / REPLACEMENT
- Damage caused by dampness, swelling of toe or moisture damage – This is not a manufacturing defect and there is no obligation to replace or repair such damage.
- Edge or Toe cracks – Cricket Bats are made from natural material and cracks are normal and acceptable occurrences. This is not a manufacturing defect and bat will not be replaced. Customer may have the bat repaired at their expense.
- Handle Breaks – If the broken handle is deemed to be a manufacturing fault and no fault of the consumer, it is very likely the handle will be replaced and the bat repaired. The bat will NOT be replaced. In some instances, we may not be able to replace the original bat stickers after replacing the handle.
- Shoulder Crack – likely to be caused by a mis-hit or ball hitting the shoulder on the full. This is not a manufacturing defect and bat will not be replaced. Customer may have the bat repaired at their expense.
- Surface cracks and damage on the bat - Cricket Bats are made from natural material and cracks are normal and acceptable occurrences. This is not a manufacturing defect and bat will not be replaced. Customer may have the bat repaired at their expense.
- Major crack/break across the blade (excluding the toe) – if the crack across the blade is deemed to be a manufacturing fault and no fault of the consumer, the bat may be replaced.