We have listed below some of the most frequently asked questions we receive regarding returns. I hope you find the answers helpful. If you can’t see the information relevant to your query please feel free to click the contact us icon on the homepage.
To view our returns procedure and general policy please click here. There you will find details on what to include with the return, where to return it to, the timescale involved and other helpful information.
General Queries
Can I send/email some pictures for evaluation rather than returning the item?
Although we may be able to make some general comments, we will not be able to make any conclusive offer of action without first hand examination of the item.
Do you loan equipment out while returned items are inspected?
Logistically it is not possible for us to offer a nationwide equipment loan service. We work hard to ensure matters are resolved as quickly as possible to minimise inconvenience.
Could you send me some spare bat labels?
Unfortunately, due to increased counterfeit activity, we will only re-label bats here at our factory - we cannot supply labels separately.
Postage and packing
Please approach your retailer before attempting to return your item directly to us.
Do you have a collection service?
We only have a collection service available where the wrong goods have been sent or where the goods have been delivered to the wrong address.
Which postage service should I use?
We recommend using some kind of signed for delivery however it is best to approach your courier or the Post Office to find the right service to meet your requirements.
How should I pack the item up – can you send me some packaging?
We do not send packaging out for returns. Some people will cut down old cardboard boxes to fit round the product and use bubble wrap to help pad/protect it in transit.
I am not able to make the return through my retailer so will need to send it back to you directly, will you refund the postage?
We do not offer cash refunds for postage or products, however if we despatch a replacement, carry out a free of charge repair or return the original item, you will not be charged for the return postage.
Timescale and communication
Will you contact me on delivery of the item to report your findings?
We try to process all returns as quickly as possible. We do not confirm receipt as part of the booking in process. This is so we can focus our attention on processing the return as quickly as possible.
Can you give me an exact turnaround time; I need a decision on a returned item quickly?
If you have a specific date you need a returns matter to be resolved by, please include details with your returns information or through your retailer. We will do our best to meet the target date but cannot guarantee specific time scales due to changeable factors that can influence the returns procedure. We are normally able to resolve returns matters within 5-10 days (bat repairs typically take 7-14 days).
How long do bat repairs take?
It is difficult to give a specific timescale for repair work as it is effected by the type and amount of work needed as well as the volume of bat repairs going through our factory at any one time. Generally speaking, repairs are dealt with over a 7-14 day period.
Refunds, Repairs, Replacements – courses of action
Do you offer a bat repair/refurbishment service?
Yes we do, prices vary from around £15 up to £60, depending on the type and amount of work needed. For more information on this service, click here.
My bat is not made by Gray-Nicolls, can I still send it you for repair work?
Yes, that is fine but we will not be able to apply our labels to a non Gray-Nicolls bat.
I would like to send you my old bat so you can make a new one to match it, is this possible?
This can be done, but we only sell new products through retailers so the transaction would need to go through your local Gray-Nicolls dealer. This service is only available if buying a Pro Performance quality bat.
Could you send me some spare labels with my repaired bat?
Unfortunately, due to increased counterfeit activity, we will only re-label bats here at our factory - we cannot supply labels separately.
I would like a refund, not a replacement, is this possible?
We only offer replacements where fault is confirmed and do not offer cash refunds. If you will only accept a cash refund you will need to pursue the matter with the party that sold you the product.
Can I upgrade to a different product and pay the difference?
This can be arranged, please make it clear in the information you supply with the item that this is the course of action you would like to take.