Introduction
At Cricket Castle, we want our customers to feel confident and satisfied with every purchase. We understand that sometimes a product may not meet your expectations, you may need a different size or style, or an item may arrive damaged or incorrectly supplied. Our Refund and Exchange Policy explains how we handle refund requests, product exchanges, returns, and issues relating to purchased products.
We aim to make the process straightforward, transparent, and fair for every customer. All refund and exchange requests will be handled in accordance with this policy and the applicable consumer protection laws of the United Kingdom.
15-Day Refund and Exchange Period
Cricket Castle offers a 15-day refund and exchange policy for eligible purchases. Customers should contact us within 15 days of receiving their order if they wish to request a return, refund, or exchange under our standard policy.
To qualify for a standard change-of-mind return or exchange, products should generally be unused, in their original condition, and returned with their original packaging, tags, accessories, and other included items where applicable.
Our 15-day policy does not replace or restrict any statutory cancellation rights or other consumer rights available under UK law. Where the law provides additional rights or remedies, those rights will continue to apply.
Refund Policy
Customers may request a refund for eligible purchases within the applicable return period. Refund eligibility will depend on the reason for the request, the condition of the product where relevant, and the applicable legal requirements.
Once a return has been received and assessed, or a refund has otherwise been approved, Cricket Castle will arrange the refund within the timeframe required by applicable law. We will notify the customer if any additional information is reasonably necessary to process the request.
Refunds will generally be issued to the original payment method used for the purchase unless another method is agreed or required by law. The time required for the funds to appear in the customer's account may depend on the bank, card issuer, or payment service provider.
Exchange Policy
If you wish to exchange a purchased product for another size, colour, style, or eligible alternative, please contact our customer service team within 15 days of receiving your order.
Exchanges are subject to product availability and the applicable return conditions. Customers should contact us before sending an item back so that we can confirm the exchange procedure and provide the appropriate return instructions.
If the requested replacement product is unavailable, we will discuss the available alternatives with you. Where an exchange cannot be arranged, a refund or another appropriate remedy may be available depending on the circumstances and applicable law.
Conditions for Refunds and Exchanges
For standard change-of-mind requests, products should generally be unused, undamaged, and returned in their original condition with all relevant packaging, labels, accessories, and accompanying items.
Customers should take reasonable care of products while they are in their possession and package returned items securely to prevent damage during transportation.
If a product has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functioning, this may affect the amount of a refund where permitted by law. These conditions will not be applied in a way that unlawfully restricts a customer's rights regarding faulty, damaged, or incorrectly described products.
Faulty, Damaged, or Incorrect Products
If you receive a faulty, damaged, defective, incomplete, or incorrect product, please contact Cricket Castle as soon as reasonably possible after discovering the issue.
Please provide your order number and a clear explanation of the problem. Photographs of the product or packaging may help us understand the issue and investigate the matter more efficiently.
We will review your request and explain the appropriate next steps. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, refund, or another suitable remedy.
Customers will not be required to accept an unsuitable remedy or give up any statutory rights that apply to faulty or incorrectly supplied goods.
How to Request a Refund or Exchange
To request a refund or exchange, contact our customer service team by email at info@cricketcastle.co.uk or by telephone on +44 7592 284180.
Please include your order number, the product name, the date you received the order, and the reason for your request. If you are requesting an exchange, please specify the replacement size, colour, style, or alternative product you would prefer, subject to availability.
Our team will review your request and provide instructions on how to return the item where a return is necessary. Please wait for confirmation of the return arrangements before sending the product to an address that has not been confirmed by us.
Return Shipping Costs
For standard change-of-mind returns, customers may be responsible for the cost of return shipping unless otherwise stated on our website or agreed at the time of purchase.
If a product is faulty, damaged, incorrectly supplied, or not as described, return shipping costs will be handled in accordance with applicable consumer protection laws, including any legal requirement for Cricket Castle to cover those costs.
Please contact us before arranging the return of a faulty or incorrect product so that we can explain the appropriate procedure and help avoid unnecessary costs.
Refund of Original Shipping Charges
The refund of original shipping charges will depend on the reason for the return and the applicable legal requirements.
Where a customer exercises a statutory cancellation right under UK consumer law, the refund of the original standard delivery charge will be handled in accordance with the law. Additional charges paid for a more expensive delivery option may not be refundable where the law permits this.
For products that are faulty, damaged, or incorrectly supplied, delivery charges and return costs will be handled in accordance with the consumer rights that apply to the purchase.
Refund Processing Time
Once a refund has been approved, Cricket Castle will process it within the applicable legal timeframe. The amount will generally be returned through the original payment method used for the order.
Depending on your payment provider or bank, the refunded amount may take additional time to appear in your account after processing. If the refund has not appeared within the expected period, please contact us so that we can review the transaction.
Where the law permits us to wait until returned goods have been received or evidence of return has been provided, we may follow that procedure.
Exchanges for Different Prices
If the replacement product costs more than the original item, any additional payment required will be communicated before the exchange is completed.
If the replacement product costs less than the original item, we will explain whether a partial refund or another appropriate adjustment is available under the applicable exchange arrangement.
Any price difference, delivery charge, or additional payment will be confirmed with the customer before proceeding with the exchange.
Products That May Not Be Eligible for Change-of-Mind Returns
Certain products may be excluded from standard change-of-mind returns where a lawful exception applies. These may include personalised or custom-made products, sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, and other products covered by a recognised legal exception.
Any exclusion will apply only where legally permitted. It will not remove the customer's statutory rights in relation to faulty, defective, or incorrectly described goods.
If you are unsure whether a product is eligible for a refund or exchange, please contact our customer service team before returning it.
Order Cancellation
If you wish to cancel an order before it is dispatched, please contact us as soon as possible. We will make reasonable efforts to stop the order if processing has not progressed too far, but cancellation cannot be guaranteed once the order has been dispatched.
If your order has already been dispatched, you may need to follow the applicable return procedure. Statutory cancellation rights for online purchases in the United Kingdom may apply separately from our standard 15-day policy.
We will respect the cancellation rights and refund obligations required by applicable law.
Statutory Consumer Rights
Nothing in this Refund and Exchange Policy is intended to limit or exclude any consumer rights provided by applicable UK law.
For many online purchases, UK consumers generally have a statutory 14-day period in which to cancel a contract after receiving goods, subject to legal exceptions. Separate rights may apply where products are faulty, not as described, or not fit for purpose.
Our 15-day policy is an additional standard arrangement and must not be interpreted as replacing any statutory cancellation rights or remedies. Where applicable law provides a customer with a longer period or a different remedy, the legal requirement will take precedence.
Refunds for Promotional or Discounted Products
Products purchased during sales, promotions, or special offers may be eligible for refunds or exchanges under the same applicable consumer rights and return conditions as other products, unless a lawful exception applies.
A discounted price does not automatically remove statutory rights relating to faulty or incorrectly described goods. Any specific promotional conditions will be communicated at the time of purchase and will apply only to the extent permitted by law.
Missing Items and Incomplete Orders
If an order arrives with missing products, accessories, or other items that were included in the purchase, please contact us with your order number and details of the missing items.
We will investigate the matter and determine the appropriate resolution. Depending on the circumstances, this may involve sending the missing item, arranging a replacement, issuing a refund, or providing another remedy where required by law.
We aim to resolve fulfilment issues promptly and fairly.
Contact Us
If you have questions about refunds, exchanges, returns, or the status of a request, please contact Cricket Castle using the details below.
Telephone: +44 7592 284180
Email: info@cricketcastle.co.uk
Address: Duchess Street, Oldham, OL2 7UT, United Kingdom
When contacting us, please provide your order number and a clear description of your request so that our team can assist you efficiently.
Changes to This Policy
Cricket Castle may update this Refund and Exchange Policy from time to time to reflect changes in our business practices, products, customer service procedures, or applicable legal requirements.
The latest version will be published on our website. Any changes will be subject to applicable law and will not unlawfully restrict consumer rights or remove existing legal obligations.
Effective Date
This Refund and Exchange Policy becomes effective from the date it is published on the Cricket Castle website. It applies to eligible purchases made through our website, subject to any specific order terms and statutory consumer rights.
Thank you for choosing Cricket Castle. We appreciate your trust and are committed to providing a fair, transparent, and helpful refund and exchange experience.