At eCricketShop, we are committed to providing quality products and excellent customer service. We understand that there may be occasions where a refund is appropriate. This Refund Policy explains when refunds may be requested and the conditions under which they will be processed.
Please read this policy carefully before placing an order.
1. Scope of This Policy
This Refund Policy applies to:
Standard retail products purchased through ECricketShop.
Orders that have not yet entered production.
Orders that have not been customised or personalised.
This policy does not apply to customised teamwear, personalised products, or bespoke club orders once production has commenced. These products are governed by our Returns & Resolution Policy.
2. Order Cancellation Before Processing
Customers may request to cancel an order before it has entered processing or production.
If the order has:
Not been allocated for dispatch,
Not entered manufacturing,
Not been customised,
Not been prepared for shipment,
a full refund will normally be issued to the original payment method.
Cancellation requests should be submitted as soon as possible after placing the order.
3. Cancellation of Customised Orders Before Production
For customised products, customers may request cancellation only before production has commenced.
If artwork has been approved but manufacturing has not yet started, we will review the cancellation request. Where no production costs have been incurred, a refund may be issued after deducting any non-recoverable expenses already incurred, such as design or administrative costs (if applicable and previously disclosed).
Once production has commenced, customised orders cannot be cancelled or refunded.
4. Retail Product Refund Eligibility
You may be eligible for a refund if:
The product is returned unused.
The product remains in its original condition.
Original packaging is intact.
The return is requested within the applicable return period.
The product is not excluded under this policy.
Returned items will be inspected before any refund is approved.
5. Products Not Eligible for Refund
Refunds will generally not be available for:
Custom-made products.
Personalised garments.
Printed or embroidered products.
Products manufactured specifically for your club or organisation.
Products with player names or squad numbers.
Products customised with logos or sponsor branding.
Items returned in a used, damaged, or altered condition (unless the issue is due to a verified manufacturing defect).
Products damaged through misuse, improper care, or normal wear and tear.
6. Incorrect or Damaged Products
If you receive:
An incorrect item,
A damaged product,
A defective retail product,
please notify our Customer Support team as soon as reasonably possible after delivery.
You may be asked to provide:
Your order number.
Photographs of the product.
A description of the issue.
Following inspection, we may offer:
A replacement,
An exchange,
A repair (where appropriate), or
A refund, depending on the circumstances.
7. Return Shipping
Where a refund has been approved because of an error on our part or a verified product defect, we may arrange collection or reimburse reasonable return shipping costs where applicable.
Where a customer returns an eligible product for reasons other than our error, the customer is normally responsible for the return shipping costs unless otherwise agreed.
8. Refund Method
Approved refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed or required by law.
We do not normally issue cash refunds for online purchases.
9. Refund Processing Time
Once a returned item has been received and inspected, we will notify you of the outcome.
If approved, refunds are generally processed within 5–10 business days. The time taken for the funds to appear in your account may vary depending on your bank or payment provider.
10. Refused or Undeliverable Orders
If an order is returned to us because:
The delivery address provided was incorrect,
Delivery was repeatedly refused,
The parcel was unclaimed,
we will contact you to discuss redelivery or any applicable refund.
Shipping charges already incurred may be deducted from any refund where permitted by law.
11. Fraud Prevention
To protect our customers and our business, ECricketShop reserves the right to refuse refund requests where there is evidence of:
Fraudulent activity,
Abuse of our refund policy,
False claims,
Returned products that have been intentionally damaged or altered.
12. Customer Responsibilities
Customers are responsible for:
Reviewing product descriptions before purchase.
Selecting the correct size and specifications.
Providing accurate delivery information.
Contacting us promptly if any issue arises with an order.
13. Changes to This Policy
ECricketShop reserves the right to amend this Refund Policy at any time. Any updates will be published on this page and will apply from the stated effective date.
14. Contact Us
If you have any questions regarding this Refund Policy or wish to request a refund, please contact our Customer Support team.
Customised teamwear, bespoke club merchandise, and personalised products are manufactured specifically to the customer’s approved requirements. Once production has commenced, these orders are not eligible for cancellation, return, or refund. Any concerns relating to customised products will be handled in accordance with our Returns & Resolution Policy, including review by the Joint Resolution Committee where applicable. This ensures a fair and transparent resolution process while recognising the bespoke nature of these products.
