Warranty, Refund & Exchange

Highmark Cricket endeavours to process any claims within a reasonable time frame and in accordance with Australian Consumer Guarantees.

All faults need to be reviewed and assessed by the manufacturer before any remedial action is finalised. We will facilitate the warranty claim process between you and the manufacturer. At times, after discussion with the manufacturer, we may agree to organise local repairs instead of sending the product overseas for repairs.

MAJOR FAULTS

Customer can request for a refund or exchange if the problem with the product is major. This is when the product:

• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will discuss a compensation for any drop in value.

MINOR FAULTS

If the problem is a minor or a repairable issue, we will endeavor to repair the item within a reasonable time.

MISPICKS OR DAMAGED ON ARRIVAL

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

RETURN/EXCHANGE
Return or Exchange requests must be initiated within 30 days of receiving the original order.

• Faulty goods that cannot be repaired can be returned for full credit or exchange.
• Refund will not be provided for change of mind especially English Willow Cricket Bats (please see the Section below for more information).
• Shipping costs are non-refundable and all return shipping costs are the customer's cost.
• We take all reasonable steps to work with the courier companies to ensure the parcel is delivered, however we are not responsible for courier delays and do not have any control on delivery dates.
• Goods must be received and inspected by our return team prior to any refunds or exchanges can be processed. Please note that this can take up to 3-5 business days once the goods are received at our warehouse.
• In the event where an item is returned in an unsuitable condition, we will inform you and the refund request will be rejected. We can return the item back to you at your cost.
• Refunds are processed to the original payment method at the price at which you purchased the item.
• It is your responsibility to ensure that the returned products reach our warehouse safely. We request you to pack the goods properly so that they are not damaged in transit and hold on to the tracking details.
• We do not take responsibility for items returned to us by mistake or without a prior return authorisation from us.
• No claim will be processed on new products where packaging has been damaged or defected and not in saleable condition. This includes labels attached directly to cartons and tags/header cards.
• Due to hygiene reasons, no claim will be accepted on Clothing & Undergarments
• Unfortunately, we cannot accept returns on clearance / end of line items or gift cards.

• To request a return, please contact our customer support at support@highmarkcricket.com.au
• All claims must be supported with photo and/or video evidence when submitted, along with proof of purchase.
• Customer Support must issue you with return approval by providing you with Return Authorisation Number.
• We have the right to reject any product that arrives to our warehouse without notice or prior approval. The return of this product will be the responsibility of the customer.

WARRANTY PERIOD

Warranty period starts from the date of the purchase and only covers issues  caused due to manufacturer's defect/fault. Cricket equipment is subject to outside forces, deteriorate over time and can be damaged accidently even in normal use. Such damage does not warrant the product as faulty.

Unless specified otherwise on the individual product page, the following applies.

 All other products not listed, and any products out of this warranty period, will be assessed by Highmark Cricket and the manufacturer on a goodwill basis.

ENGLISH WILLOW CRICKET BATS

• Highmark Cricket stocks genuine products. We understand buying an English Willow bat can be a significant investment.

• All English Willow Cricket Bat are stored in manufacturer's original packaging (most likely shrink wrapping) until the bat is sold and paid for.
• Once the packaging is removed, we do not accept a refund/exchange request under any circumstance.
• We will accept any warranty claims as per Bat Warranty guidelines available from the manufacturer's website or from the link below.

RELATED TOPICS: Bat Warranty