Refund & Returns Policy

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Refund & Returns Policy

Last updated: September 2026

We want you playing with a bat you are happy with. If something is wrong, tell us — most problems are resolved the same week.

1. Change of mind — 7 days

You may return an unused bat within 7 days of delivery for a full refund of the item price. To qualify, the bat must be:

  • unused, un-oiled and un-knocked-in;
  • free of ball marks, mallet marks and scuffs;
  • in its original packaging with all labels and stickers intact.

A bat that has been oiled or knocked in has been used, and cannot be returned under this clause. Original shipping is refunded only where the return is our fault; return postage for change-of-mind returns is paid by you.

2. Damaged in transit — 48 hours

If the parcel or the bat arrives damaged, email orders@backcountrysports.com within 48 hours of delivery with photographs of the bat and the outer packaging. We arrange a free replacement or a full refund, including shipping, at your choice.

3. Wrong item or wrong specification

If we send the wrong model, size or weight band, we collect it at our cost and send the correct bat immediately. If the correct bat is unavailable, you get a full refund.

4. Manufacturing defects

Handled under the warranty: six months on season bats, three months on tennis-ball bats, from the date of delivery. Send photographs and your order number and we will assess, then repair, replace or refund.

5. What is not returnable

  • Custom-engraved bats and made-to-order or bulk-order bats, unless faulty.
  • Bats that have been oiled, knocked in, played with, or altered.
  • Damage from normal playing wear, misuse, wet conditions, or use with the wrong type of ball.
  • Grips, toe guards, fibre tape and other consumables once opened.
  • Clearance or “as-is” items, where stated at the point of sale.

6. How to start a return

  1. Email orders@backcountrysports.com with your order number, the reason, and photographs.
  2. We reply within one working day with a return authorisation and the return address.
  3. Pack the bat so the toe and edges are protected — damage in return transit on an unauthorised or badly-packed return is not covered.
  4. Send us the tracking number.

Returns sent without authorisation may be refused.

7. Refund timeline

Once the bat reaches us we inspect it within 2 working days and approve or explain. Approved refunds are issued to the original payment method within 5–7 working days; how quickly it appears then depends on your bank, typically another 3–5 working days. Cash-on-delivery orders are refunded by bank transfer to an account you nominate.

8. Exchanges

Exchanges for a different size or weight are treated as a return plus a new order. If the replacement costs more you pay the difference; if it costs less we refund it.

9. Cancellations

You may cancel any order at no cost before it is dispatched — email us as soon as possible. After dispatch, the return process above applies. Custom and bulk orders may be cancelled before production begins; once production starts the 50% advance is non-refundable.

10. Your statutory rights

Nothing here limits your rights under the Consumer Protection Act, 2019 or the consumer law of your country.