Our returns policy.

This Returns & Refunds Policy applies to all purchases made through our website at wdawillow.co.uk or via direct order. It forms part of our Terms & Conditions and should be read alongside them.

WDA Willow is registered in England and Wales (Registration No: 15662324), based at Unit 3B Mentley Farm, Mentley Lane West, Great Munden, Ware, Hertfordshire, SG11 1TW, United Kingdom.

Your right to cancel.

If you are a consumer purchasing online, you have the right to cancel your order within 14 calendar days of receiving your item, without giving any reason, under the Consumer Contracts Regulations 2013.

This cooling-off period applies to standard, non-custom products only. The following are excluded from the right to cancel:

• Custom-made cricket bats manufactured to your specific requirements.
• Products that have been used, knocked in, oiled, or altered in any way.
• Products that have been damaged after delivery due to customer misuse.

To exercise your right to cancel, you must notify us in writing within 14 days of receiving your order. Please contact us at malik@wdawillow.co.uk with your order number and a clear statement of your intention to cancel.

Conditions for returning a product.

To be eligible for a return, your item must meet all of the following conditions:

• The return request is made within 14 calendar days of the delivery date.
• The product is unused, unaltered, and in its original condition.
• The product has not been knocked in, oiled, or prepared for use in any way.
• The product is returned in its original packaging with all accessories and documentation included.
• Proof of purchase, such as an order confirmation or receipt, is provided.

We reserve the right to refuse a return or reduce the refund amount if the product is returned in a condition that indicates it has been used or damaged after delivery.

How to initiate a return.

Please follow the process below before sending any product back to us.

Please do not return any item without first receiving written authorisation from us. Unauthorised returns may not be accepted and could result in the item being returned to you at your cost.

Custom-made bat returns.

Custom-made cricket bats are manufactured specifically to your individual specifications and are therefore non-returnable and non-refundable, except in the following circumstances:

• The bat contains a verified manufacturing defect that affects its structural integrity or usability.
• The bat delivered is materially different from the agreed specifications confirmed in writing at the time of order.

If you believe your custom bat qualifies for a return, please contact us within 7 days of delivery at malik@wdawillow.co.uk, providing your order number, a detailed description of the issue, and clear photographic evidence.

Natural characteristics of English willow, including minor surface cracking, colour variation, and grain inconsistencies, are not considered manufacturing defects and do not qualify for a return or refund.

Faulty or defective products.

If you receive a product that is faulty, damaged in transit, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015.

Please notify us as soon as possible and no later than 30 days of delivery for an initial right to a full refund.

After 30 days and within 6 months of delivery, we will first attempt to repair or replace the faulty item. If a repair or replacement is not possible or fails, a full or partial refund will be issued.

To report a faulty product, please contact us at malik@wdawillow.co.uk with your full name and order number, a clear description of the fault, and photographs or video evidence of the issue. We aim to respond within 2 to 3 working days.

Return shipping costs.

WDA Willow cannot be held responsible for items lost or damaged in transit during the return process.

Refunds & processing.

Refund eligibility.

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, a refund will be issued to your original payment method within 14 calendar days of receiving the returned product.

Partial refunds.

A partial refund may be issued if the returned item shows signs of use or handling, if accessories or packaging are missing, or if the item has depreciated in value due to customer handling.

Non-refundable items.

• Custom-made cricket bats, except where a manufacturing defect or specification error is confirmed.
• Products returned outside the 14-day return window without prior written agreement.
• Products that have been used, knocked in, oiled, or otherwise prepared for play.
• Gift cards or vouchers.
• Sale or discounted items marked as non-returnable at the time of purchase.

Refund processing time.

Refunds are processed within 14 calendar days of us receiving and approving the returned item. The time for the refund to appear in your account may vary depending on your bank or payment provider, typically 3 to 10 business days.

Product exchanges.

We are happy to offer exchanges on standard (non-custom) products, subject to availability. Please follow the same process as a return and indicate your preferred replacement item.

If the replacement is of higher value, you will pay the difference. If the replacement is of lower value, a partial refund will be issued.

Deposits for custom orders.

A non-refundable deposit of 50% of the total order value is required to confirm all custom bat orders.

The deposit will not be refunded if you cancel a custom order after production has commenced.

If WDA Willow is unable to fulfil your custom order, your deposit will be refunded in full.

Your statutory consumer rights.

This policy does not affect your statutory rights as a consumer under UK law.

Under the Consumer Rights Act 2015, you are entitled to products that are of satisfactory quality, fit for their intended purpose, and as described at the time of sale.

For further information, visit citizensadvice.org.uk .

Complaints & disputes.

If you are unhappy with the outcome of your return or refund request, please contact us first at malik@wdawillow.co.uk or +44 7880 578057.

If we are unable to reach a satisfactory resolution, you may refer your complaint to an Alternative Dispute Resolution (ADR) scheme or the UK Online Dispute Resolution platform.