Gray-Nicolls,
Returns and Repairs Department,
Station Road,
Robertsbridge
East Sussex
TN32 5DH
General Information
We set ourselves very high standards when it comes to designing, producing and testing our products. However, like all sports equipment and clothing, our products are subject to the inevitable wear and tear that comes with active use. In sport there are always many variables and unpredictable scenarios that can occur that will affect product lifespan. Player technique, standard of competition, conditions played in, frequency of use, intensity of use, product care and maintenance are all factors that have to be considered. This is why it is not really possible for us to effectively assess goods via letter, email or phone. We will only be able to appraise a warranty claim for free of charge repair or replacement after first hand examination of the item(s) concerned. As a general rule it is very rare for any item over 12 months old to be considered for replacement or free of charge repair.
We work hard to ensure items are examined and action is taken as soon as possible to minimise inconvenience. Please refer to the points below on how to return items for examination and ensure the quickest possible turn around time for you.
If you want to return a bat for repair,customisation/adjustment or refurbishment please go to REPAIR SHOP SECTION on the homepage.
If you would like information on bat preparation, protection and maintenance please downlaod and view the bat care sheet below.
Your Retailer
This should always be your first port of call. The staff you deal with may have some personal familiarity with the situation or yourself and essentially it is with the retailer that your contract of sale stands.
They may be able to offer you some in store advice or return the item to us for examination on your behalf.
Please note that retailers are totally independent from us and as such we are not able to interfere with their returns procedures.
Directly to us
If you are unable to return the item through your retailer you can return it to us directly. You will need to return the item with proof of purchase and details of why you are unable to make the return through your retailer. If returning directly to us, please use the address shown opposite.
If our examination reveals a material or manufacturing fault, we will be able to offer like for like (or equivalent where stock is not available) replacement. Please note that we do not offer direct cash refunds for products or return postage.
Simply print out our Returns Form, complete it and send it to us with the item. Please ensure all fields marked * are completed.
Alternatively you can send the item with a covering letter detailing:
- Your contact details and return delivery address
- The reason for return
- The age of the item
- The approximate frequency of use
- Any other information that may aid us when examining the item
- You will also need to detail where the item has been purchased from with proof (e.g. receipt, credit card statement, bank statement) and explanation of why it is not possible return the item to your retailer.
Timescale
This can vary depending on the type of item returned and the action we need to take, although you will normally receive contact from us explaining our examination and findings or a replacement/repaired item within 5-10 days of delivery to us.
We do not confirm receipt as part of our booking in process. This is so we can focus our efforts on speeding the matter to conclusion to minimise inconvenience. However, you are welcome to contact us to confirm delivery of the returned item. It may be worth considering using a tracked postage service so you can confirm the details with your courier.
Contact Us
If there is anything you are unsure about please do not hesitate to contact us by clicking the Contact Us icon on the main menu of the homepage.
Frequently Asked Questions (FAQs)
Click here to read the most frequently asked questions we receive regarding returns.