Refund policy
Returns and Repairs Policy
This policy explains how returns, refunds, and repairs are handled at Cooper Cricket. It applies to all products, services, and repairs purchased through our website or workshop.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits your rights under Australian Consumer Law.
Returns eligibility
Returns are accepted only where:
• A product has a genuine manufacturing fault
• An incorrect item was supplied
Returns are not accepted for change of mind on performance equipment, custom-made products, personalised items, used products, or services.
Custom and personalised products
Custom-made or personalised products are produced specifically for you.
This includes, but is not limited to:
• Custom cricket bats
• Bats made to specific weight, profile, or handle specifications
• Knocked-in bats
• Products modified or finished to customer request
Custom and personalised products are not eligible for return or refund unless faulty under Australian Consumer Law.
Condition of returned items
Where a return is approved:
• Items must be unused and in original condition
• Items must not show signs of impact, wear, or modification
• Proof of purchase is required
Items returned in used or damaged condition may not be accepted unless assessed as faulty.
Return process
You must contact Cooper Cricket before returning any item.
Returns sent without prior approval may not be accepted.
Do not send products back until you have received confirmation from us.
Return shipping
• Where a return is approved due to a manufacturing fault or incorrect item, return shipping will be covered by Cooper Cricket
• For all other approved returns, return shipping is the responsibility of the customer
We recommend using a tracked shipping service. We are not responsible for items lost in transit.
Refunds
Approved refunds are processed to the original payment method after the returned item has been received and assessed.
Refunds are not provided for:
• Impact damage
• Normal wear and tear
• Misuse or improper care
• Change of mind on custom-made or used products
• Repairs or services once commenced
Exchanges
Exchanges are offered only where:
• An incorrect item was supplied
• A manufacturing fault has been confirmed
Exchanges are subject to availability.
Repairs
All repairs are subject to assessment before work commences.
Repairs may involve irreversible work, including sanding, gluing, reshaping, or reinforcement.
By proceeding with a repair, you acknowledge and agree that:
• Repairs involve labour and permanent modification
• Once repair work has commenced, it cannot be reversed
• Repairs are not refundable once work has begun
Repair turnaround times
Repair turnaround times are estimates only and are not guarantees.
Timeframes may vary depending on workload, severity of damage, and time of year.
Repair outcomes
Repair outcomes depend on the condition of the product and the nature of the damage.
Repairs are intended to stabilise, restore usability, or extend product life. Cosmetic perfection or restoration to as-new condition is not guaranteed.
Warranty and repairs
If damage is not covered under warranty, repair services may be offered at standard repair rates.
In some cases, Cooper Cricket may offer goodwill support at its discretion. This does not constitute an admission of fault or create an ongoing obligation.
Returns and repairs contact
If you believe a product may require return or repair, please contact us before sending anything back.
All returns and repairs must be assessed prior to approval.
You can contact Cooper Cricket using the details below:
• Email: info@coopercricket.com.au
• Phone: 07 3267 0936
• Address: 1 Axford Street, Northgate QLD 4013, Australia
Please include your order number, a brief description of the issue, and clear photos where possible.
Items sent without prior contact or assessment may not be accepted.