- Farm, Unit 3B Mentley, Great Munden, Ware SG11 1TW, United Kingdom
Last Updated: 15 March 2026
At WDA Willow, we take great pride in the quality of every bat we craft. However, we understand that there may be occasions where you need to return a product or request a refund. This Returns & Refunds Policy explains your rights and our process for handling such requests.
This 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.
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:
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.
To be eligible for a return, your item must meet all of the following conditions:
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.
To begin the return process, please follow these steps:
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 cricket bats are manufactured specifically to your individual specifications and are therefore non-returnable and non-refundable, except in the following circumstances:
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.
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.
We strongly recommend using a tracked and insured delivery service for all returns. WDA Willow cannot be held responsible for items lost or damaged in transit during the return process.
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.
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.
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.
We are happy to offer exchanges on standard (non-custom) products, subject to availability. Please follow the same process as a return (Section 4) and indicate your preferred replacement item. If the replacement is of higher value, you will pay the difference; if lower, a partial refund will be issued.
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.
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.
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.
For all returns, refund enquiries, or questions about this policy, please contact our team:
WDA Willow
Unit 3B Mentley Farm, Mentley Lane West, Great Munden, Ware, Hertfordshire, SG11 1TW
Email: malik@wdawillow.co.uk
Phone: +44 7880 578057
Company Registration No: 15662324
Have a question about our policies or your order? Our team is here to help.
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