Returning an item you purchased from a retailer

 

If you purchased a Gray-Nicolls product from a shop or from another website (i.e. a website other than Gray-Nicolls.co.uk) then your return must be made directly with the shop you purchased from.

We do not accept returns for products purchased from other retailers or other websites.

Please note that retailers are independent of Gray-Nicolls and as such we are unable to interfere with their returns procedures, policies or decisions made.

 

International Customers or Items Purchased While Abroad

If you have purchased from outside the UK, unfortunately, we are unable to help directly.  You should be able to approach your vendor/retailer and seek resolution according to their procedures, policies and relevant consumer law.

If you have a new item you wish to exchange (e.g. need a different size, colour preference change etc.), this must also be returned via your retailer. We are unable to offer an exchange for un-used goods purchased through third parties.

 

Extreme Circumstances

In extreme circumstances, Gray-Nicolls may be able to help if you are unable to return through your retailer and your product is still within its warranty period, however, compensation would only be offered at our discretion as a gesture of goodwill; we do not offer refunds.  You will need to return the item with proof of purchase (shop receipt or card/bank statement showing the purchase) and details of why you are unable to make the return through your place of purchase.

Please print off this returns form and include it in the package.

If you are unable to print this form please ensure a cover letter covering all the fields is included instead.

At our discretion, if examination reveals a material or manufacturing fault, we may be able to offer like for like replacement (or equivalent where the stock is not available).  Please note that we do not offer cash refunds for products or return postage. 

Timescale

This can vary depending on the type of item returned and the action we need to take, although you will normally receive contact from us explaining our examination and findings or a replacement/repaired item within 7-14 days of delivery to us.

We do not confirm receipt as part of our booking in process.  This is so we can focus our efforts on speeding the matter to a conclusion to minimise inconvenience.

If you have not heard from us within the 7-14 day time period you are welcome to contact us at hello@gray-nicolls.co.uk for an update.  We always recommend using a tracked postage service so you can confirm delivery details with your courier.

 

Warranty Periods

Generally speaking, goods that have seen regular significant use over a season or that are more than 6 months old are usually considered to be outside of the warranty period.

Specialist items designed for short-term high-performance use may have significantly reduced periods available for consideration of fault claims (such as match quality cricket balls).

Special circumstances also apply to some items, please read the information supplied with the products very carefully and check terms and conditions at purchase.

We operate a fair wear and tear policy and in some cases goods within the warranty period may be considered to have endured a fair level of use.  For example, a keen committed player, playing and training several times a week may wear through kit inside generic warranty periods without any material or manufacturing fault being present.

Goods damaged through heavy use, misuse or inappropriate product care would not be considered valid for warranty claim. Goods displaying levels of wear/ fatigue/deterioration proportionate to usage level and conditions of play would also be exempt from a warranty claim.

Before any offer of action can be made all returns must be examined by us first hand to verify a fault is present.

Goods displaying a material or manufacturing fault that you feel may be valid for a claim should be returned according to the procedure below.

Contact Us

If there is anything you are unsure about please email us at hello@gray-nicolls.co.uk