MAIDEN CRICKET

Returns, Refunds & Personalised Goods Policy

 

Please read this policy carefully before placing your order. By purchasing from Maiden Cricket, you agree to the terms set out below. This policy does not affect your statutory rights in relation to faulty or misdescribed goods.

 

All returns or exchanges must be requested and accepted through email: hello@maiden-cricket.co.uk

Please note: returns sent without first being requested and accepted by email will not be accepted.

 

1.1 What counts as a personalised order

The following are classed as personalised or bespoke items and are made specifically for you or your club:

•       Any item printed, embroidered, or otherwise marked with a club name, club logo, or club crest

•       Any item personalised with an individual's name, squad number, or initials

•       Any item produced to a custom specification, colourway, or size run requested by the customer

•       Full club kit orders produced in agreed quantities for a specific club or organisation

 

1.2 Your right to cancel or return personalised items

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel an order within 14 days does not apply to goods that are made to a consumer's specification or are clearly personalised.

 

This means that once production of your personalised order has begun, you do not have the right to cancel or return those items simply because you have changed your mind. This applies regardless of whether the items have been dispatched.

 

Example: A full club kit order bearing your club’s logo and players’ names cannot be returned on the basis of general dissatisfaction once production has commenced.

 

1.3 Order confirmation and your responsibility

Before production begins, we will provide you with an order confirmation detailing the items, quantities, personalisation details, and agreed specification. It is your responsibility to:

•       Check all personalisation details (names, numbers, logos, sizing) carefully before approving

•       Notify us immediately of any errors in the order confirmation

•       Obtain approval from all relevant parties (e.g. club committee) before confirming the order

 

Maiden Cricket cannot accept returns or issue refunds for personalised items where errors arise from incorrect information provided by the customer at the point of ordering.

 

2.1 Your statutory rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015. If any item you receive — including a personalised item — is faulty, not of satisfactory quality, or not as described, you are entitled to a remedy.

 

2.2 Our right to repair or replace first

Where a specific fault is identified in an item (including personalised goods), our first remedy will be to repair or replace the affected item. We are entitled to offer this option before any refund is considered, in accordance with the Consumer Rights Act 2015.

 

We will always aim to resolve genuine faults quickly and fairly. Examples of faults we would remedy include:

•       Missing or defective fastenings (e.g. poppers, buttons, zips)

•       Stitching failures or seam defects

•       Printing or embroidery errors caused by Maiden Cricket

•       Items that do not match the confirmed order specification

 

2.3 Reporting a fault

Faults must be reported to us in writing within 30 days of receiving your order. Please contact us at [insert email address] with:

•       Your order number

•       A description of the fault

•       Photographs clearly showing the defect

•       Details of the specific item(s) affected (including name/number if personalised)

 

We will respond within 5 working days with our proposed remedy.

 

2.4 What we do not class as a fault

The following do not constitute a fault and will not qualify for return, replacement, or refund:

•       General dissatisfaction with the style, design, or aesthetic of the product where it matches the confirmed order

•       Minor variations in colour between screen display and the finished garment (due to the nature of digital printing)

•       Sizing issues where the items match the size specifications confirmed at point of order

•       Dissatisfaction with fit where no specific sizing fault exists

 

3.1 Standard returns

For non-personalised items purchased from our standard range, you may return items within 14 days of receipt provided they are:

•       Unworn, unwashed, and in their original condition

•       Returned with all original tags and packaging

•       Accompanied by proof of purchase

 

Return postage costs are the responsibility of the customer unless the item is faulty.

 

Where a refund is agreed and authorised by Maiden Cricket, it will be processed to the original payment method within 5–10 working days of us receiving and inspecting the returned item(s).

 

Refunds will only be issued for the specific items agreed — not for the order as a whole — unless the entire order is confirmed by Maiden Cricket to be faulty or misdescribed.

 

To the fullest extent permitted by law, Maiden Cricket’s liability in connection with any order is limited to the value of the goods purchased. We are not liable for any indirect or consequential losses arising from a dispute over your order.

 

This policy is governed by the laws of England and Wales.

 

If you have a question about your order or wish to report a fault, please contact our customer experience team:

 

Email: hello@maiden-cricket.co.uk

Website: www.maiden-cricket.co.uk