Refund policy

WHAT ITEMS ARE RETURNABLE?

Items will be accepted in return for a full refund within 30 days of receipt of your shipment being delivered (excluding original outgoing freight charges) or 30 days after your order is marked for pick up for the following reasons:

  • Change of mind
  • The item is defective.
  • The item received is not the ordered item.
  • The item differs in specifications from the item displayed on our website.
  • Items must still be in absolutely new condition, as determined by Fantail, and with all original tags and packaging. For clothing, unwashed and unworn

ITEMS THAT CAN NOT BE RETURNED:  

  • All custom cricket bats & made to order bats cannot be returned or cancelled once your order is placed. Unless you have arranged this with us before placing your order
  • Items held longer than the 30-day return policy. 
  • All Fantail cricket bats that have been used in any way that doesn't meet our warranty policy
  • Fantail cricket bats can not be returned because of a 'change of mind' if a service add-on has been purchased.
  • No service item/s will be refunded.
  • Free gifts or promotional items are not returnable!
  • We hold in-store pick-up orders for 12 months from the date you were notified. If pick-up has not been made within those 12 months and we have not heard from you, your order will be donated to the local Salvation Army store. In-store pick-up orders can only be refunded, if applicable, within 30 days of being notified your order is ready. 

HOW DO I RETURN? 

  1. Click the profile icon in the store's navigation.
  2. Log in to your account: 
  3. Click the order you'd like to submit a return for.
  4. If your order has more than one item, select the items you want to return.
  5. Select a return reason and add a note for the store.
  6. Click Request return. 
  • If your return request is approved, you will receive an email with shipping instructions. After the product is returned, you will receive a refund upon approval.

ARE THERE ANY CHARGES FOR RETURN?

  • A $50.00 NZD re-stocking fee is required if you return a pre-made bat for 'change of mind'. 
  • If you place an order and change your mind before it's dispatched. You'll only receive a refund of the order value minus the transaction fee (between 2 & 7% of the order value).
  • There are no charges for any other returned products.
  • Original shipping charges are non-refundable
  • You are responsible for the charges of the return shipping.
  • Taxes and duties are non-refundable

    HOW SOON WILL I RECEIVE MY REFUND?

    • Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
    • If you are approved, your refund will be processed, and a credit will automatically be applied to the original payment method within 10 working days.
    • Store credit can be issued instead of a refund or exchange anytime. Store credit will always be issued when the purchase was initially made with store credits or gift certificates.