Refund Policy

Last updated: April 2026

1. Introduction

This policy sets out the terms and conditions governing the delivery of products purchased from 99K Cricket and the circumstances in which products may be returned. It applies to all purchases made through our website (online orders) and in our physical store (in-store purchases).

This policy has been prepared in accordance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable United Kingdom legislation. Nothing in this policy affects your statutory rights.

By placing an order with us, you confirm that you have read, understood, and agree to be bound by this policy.

2. Delivery

2.1 Delivery Area

We deliver to UK mainland addresses only. We do not currently offer delivery to the Scottish Highlands, Scottish Islands, Northern Ireland, the Channel Islands, the Isle of Man, BFPO addresses, or international destinations. Orders placed with a delivery address outside our delivery area will be cancelled and refunded.

2.2 Delivery Charges and Timeframes

Delivery charges and estimated timeframes are set out in the table below. All timeframes are given in working days (Monday to Friday, excluding public holidays) and begin from the date your order is dispatched, not from the date the order is placed.

Item Type	Delivery Charge	UK Delivery	Local Pick-Up
Small / Regular Items (online)	£3.99	6–8 working days	4–6 working days
Large Items (online)	£6.99	6–8 working days	4–6 working days
In-Store Stock	As above	3 working days	Next working day
Orders over £500	Free	As above	As above

Please note: Delivery timeframes are estimates and not guaranteed. Where a product requires preparation work (such as bat knocking-in), the preparation time will be in addition to the delivery timeframes shown above. We will notify you of any expected delay at the time of order or as soon as reasonably practicable.

Free delivery applies to orders with a total basket value of £500 or more (before any discount codes are applied). Free delivery is offered at the standard delivery speed only.

2.3 Local Pick-Up

If you choose to collect your order from our store, we will notify you by email when your order is ready. You must collect your order within 14 days of receiving this notification. Orders not collected within 14 days may be returned to stock and a refund issued, less any applicable restocking costs.

2.4 Risk and Ownership

In accordance with the Consumer Rights Act 2015, the goods will be at our risk until they are delivered to you or to the person you have nominated to accept delivery on your behalf. Ownership of the goods passes to you on delivery, provided we have received payment in full.

2.5 Failed and Disputed Deliveries

If a delivery attempt fails because no one is available to accept the parcel, the courier will follow their standard redelivery process. Any charges imposed by the courier for redelivery or storage will be passed on to you.

Where our courier provides evidence of successful delivery (including but not limited to a photograph of the parcel at your delivery address, GPS confirmation, or a signature) and you dispute that you have received the goods, you must report the matter to the police as a potential theft and provide us with a valid crime reference number. We will not issue a refund or replacement for orders shown as delivered by the courier unless you have provided a crime reference number. This is to protect both you and us from fraudulent claims.

Where our courier is unable to provide evidence of delivery, we will investigate the matter and, at our discretion, arrange a replacement delivery or issue a full refund.

3. Returns for Online Purchases (Cooling-Off Period)

3.1 Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your online order within 14 calendar days of the day after delivery, without giving any reason. This is sometimes referred to as the "cooling-off period".

To exercise your right to cancel, you must notify us of your decision by completing our online returns form, available on our website. We will not accept returns that have not been authorised through this process. Upon submission of the form, you will receive a returns authorisation number and a returns shipping label.

3.2 Return Shipping Costs

You are responsible for the cost of returning goods to us. A returns shipping label will be provided via the returns form, and the cost of return postage will be deducted from your refund. Alternatively, you may arrange your own return shipping at your own expense using a tracked and insured delivery service. We strongly recommend using a tracked service, as we cannot accept responsibility for items lost or damaged in return transit.

3.3 Condition of Returned Goods

You may handle the goods to the extent necessary to establish their nature, characteristics, and functioning — in the same way you might in a physical shop. This means you may unbox and visually inspect the product, but you should not use it.

Returned goods must meet all of the following conditions:

• The item must be unused, undamaged, and in its original condition
• All original tags, labels, and packaging must be included
• There must be no signs of use, including but not limited to: scuff marks, dents, scratches, discolouration, grip wear, sticker damage, moisture damage, or ball marks
• Cricket bats must show no signs of having been used in practice or match play

Deductions for diminished value: Where goods are returned in a condition that indicates handling beyond what is described above, we reserve the right to make a deduction from your refund to reflect the diminished value of the goods. This includes, but is not limited to, items returned without original packaging, items with signs of use, and items returned with missing components or accessories. The amount of any deduction will be assessed on a case-by-case basis and communicated to you before the refund is processed.

3.4 Refunds

Once we have received and inspected the returned goods, we will process your refund within 14 days. Refunds will be made using the same payment method you used for the original purchase. We are entitled to withhold the refund until we have received the goods back, or you have supplied evidence of having returned them, whichever is the earliest.

The refund will include the original purchase price of the item(s). It will not include outbound delivery charges unless the entire order is being returned within the cooling-off period, in which case we will refund standard delivery charges only (not any premium or express delivery surcharges you may have selected).

3.5 Items Excluded from the Cooling-Off Right

The following categories of goods are excluded from the 14-day cooling-off right and cannot be returned unless they are faulty:

• Customised and personalised items: Any product that has been made to your specification or personalised to your requirements, including but not limited to bats that have been knocked in, bats that have been regripped, items with custom sticker work, and items with name or number printing.
• Sealed hygiene products: Mouthguards, abdominal guards, boxes, and other protective equipment supplied in sealed packaging where the seal has been broken after delivery. These items cannot be returned for hygiene reasons once opened.

If you are unsure whether a product falls into one of these categories, please contact us before placing your order.

4. Returns for In-Store Purchases

4.1 Goodwill Returns

Purchases made in our physical store are not subject to the 14-day cooling-off period that applies to online orders. There is no automatic right to return goods purchased in store unless they are faulty or not as described.

However, as a gesture of goodwill, we offer the following:

• Within 14 days of purchase: We will offer a full refund to the original payment method, provided the item is returned in its original, unused condition with all tags and packaging intact, and you provide a valid proof of purchase (receipt or bank statement).
• After 14 days: We may, at our discretion, offer an exchange for an alternative product or a 99K Cricket store voucher. Refunds will not be offered outside the 14-day goodwill period.

This goodwill policy does not apply to customised items, personalised items, or sealed hygiene products that have been opened (as described in Section 3.5 above). These items cannot be returned unless faulty.

4.2 Returning Online Purchases In Store

If you wish to return an item purchased online to our physical store, you must first complete the online returns form on our website and obtain a returns authorisation number. We will not process in-store returns of online purchases without a valid returns authorisation number. The same conditions and timeframes set out in Section 3 apply.

5. Faulty Goods and Goods Not as Described

This section applies to all purchases, whether made online or in store. Your statutory rights under the Consumer Rights Act 2015 are not affected by any other part of this policy.

5.1 Short-Term Right to Reject (Within 30 Days)

If your goods are faulty, not as described, or not fit for purpose, you have the right to reject them and receive a full refund within 30 days of delivery (for online orders) or purchase (for in-store orders). To exercise this right, please contact us as soon as possible and provide photographs or other evidence of the fault.

5.2 Repair or Replacement (30 Days to 6 Months)

After 30 days but within 6 months of delivery or purchase, you are entitled to request a repair or replacement of faulty goods. We will carry out the repair or provide a replacement within a reasonable time and without significant inconvenience to you. If the repair or replacement is unsuccessful, you will then be entitled to a full or partial refund.

During this period, it is presumed that any fault was present at the time of delivery unless we can demonstrate otherwise.

5.3 After 6 Months

After 6 months from delivery or purchase, you may still be entitled to a repair, replacement, or partial refund for faulty goods. However, the burden of proof shifts to you: you will need to demonstrate that the fault was present at the time of delivery or purchase, rather than resulting from normal wear and tear or misuse.

5.4 Reporting a Fault

To report a fault, please contact us by completing the returns form on our website or by visiting our store. You must provide:

• Your order number or proof of purchase
• A clear description of the fault
• Photographs showing the fault clearly

We may ask you to return the item for inspection before issuing a refund, repair, or replacement. Where a genuine fault is confirmed, we will cover the cost of return postage.

Important: Damage caused by misuse, neglect, normal wear and tear, failure to follow care instructions, or unauthorised modification or repair is not considered a manufacturing fault and will not be covered under this section.

6. General Provisions

6.1 Proof of Purchase

For all returns, exchanges, and fault claims, you must provide valid proof of purchase. This may be your order confirmation email, delivery note, in-store receipt, or bank/credit card statement showing the transaction.

6.2 Sale and Clearance Items

Items purchased in a sale or at a reduced price are subject to the same returns policy as full-price items. Your statutory rights are not affected by any discount applied.

6.3 Gift Purchases

If you received goods as a gift, the person who purchased the item retains the right to return it in accordance with this policy. We are unable to process returns or issue refunds to anyone other than the original purchaser.

6.4 Amendments to This Policy

We reserve the right to amend this policy from time to time. Any changes will be published on our website. The version of this policy that was in force at the time of your purchase will apply to that transaction.

6.5 Contact Us

If you have any questions about this policy or wish to discuss a return, please contact us:

• Via the returns form on our website
• By visiting our store during opening hours

6.6 Governing Law

This policy and any disputes arising from it are governed by the laws of England and Wales and are subject to the exclusive jurisdiction of the courts of England and Wales.