Returns & refunds

Record an unboxing video

An unboxing video is the proof we need for a damaged-item claim. Please start recording before you open the parcel and keep it running until the product is out of the packaging.

1. Show the sealed parcel, including the shipping label and any tape or seals, from every side.
2. Open the parcel on camera without pausing or cutting the video.
3. Show the product and the damage clearly, with the order number or label in view.
4. Keep the product, packaging, and all contents until we confirm the claim.

A claim without an unboxing video, or with a video that was paused, cut, or started after the parcel was opened, may not be accepted.

How to report damage

Contact us within 48 hours of delivery, with your order number, the unboxing video, and clear photos of the damage. Claims reported after 48 hours may not be accepted. Do not use, repair, or alter the product while we review the claim. If the damage is confirmed, we will explain the remedy, which may be a replacement or a refund.

What is not covered

• Change-of-mind returns and exchanges.
• Used, opened, or altered items, and custom-knocked, oiled, engraved, or personalised products.
• Damage that happens after delivery, or that is not shown in the unboxing video.
• Natural willow marks and playing wear, which are handled under the bat-care and manufacturer warranty process.

Refunds and return shipping

Where a damage claim is approved, a refund goes to the original payment method after we have reviewed the claim, or we send a replacement. We will tell you how to return the damaged item, if it is needed, and we cover the cost of a confirmed damage return. Do not ship a product back without approval.