Refund policy

Thank you for shopping with Kookaburra Sport India. 

We are committed to providing a reliable and hassle-free shopping experience, whether you shop online or in-store. Every product purchased through our official website is genuine and backed by our commitment to quality and customer satisfaction. 

This page outlines our policies for Shipping, Returns, Exchanges, Cancellations and Refunds. These policies may be updated from time to time to reflect changes in our services or business operations. We encourage you to review this page periodically to stay informed of the latest terms. Any request for a return, exchange, cancellation, or refund will be assessed in accordance with the policy in effect at the time your request is submitted.  

SHIPPING POLICY:

    At Kookaburra Sport India, we strive to ensure your order reaches you as quickly and efficiently as possible. Please review the following shipping guidelines: 

    • Orders are shipped through trusted third-party logistics partners. All deliveries are subject to the service terms and operating conditions of the respective courier provider. 
    • We work with reliable shipping partners to provide secure delivery and extensive coverage across India. 
    • Express delivery options may be available for select locations. Where applicable, additional shipping charges will apply. You must raise request through official contact details provided 
    • Orders placed before 11:00 AM on a working day are generally processed and dispatched on the same day. Orders received after 11:00 AM, on weekends, or on public holidays will typically be dispatched within 1–2 working days. Once dispatched, deliveries are usually completed within 7–15 working days, depending on the destination and courier service. 
    • Once your order has been dispatched, you will receive the shipment and tracking details to help you monitor your delivery. 
    • A shipping charge of ₹99 will apply to orders below ₹499. This shipping fee is non-refundable. 

    EXCHANGE POLICY:

    At Kookaburra Sport India, we are committed to providing quality products and a positive shopping experience. If you receive a product that is unsuitable due to size, arrives damaged, is incorrect, or has a manufacturing defect, we will work with you to resolve the issue as quickly as possible. 

    Exchange Eligibility 

    Products may be eligible for exchange if the request is raised within 5 days of receiving your order. The product must be in its original, unused condition, with all packaging, labels, and tags intact. 

    Subject to product availability, we will offer an exchange for the same product or one of similar value. Where applicable, a price difference of up to 5% of the product value may be charged or refunded to your wallet. 

    Return Shipping for Exchanges 

    If the exchange is requested due to a manufacturing defect or an incorrect item supplied by us, Kookaburra Sport India will arrange a reverse pickup wherever the service is available. 

    If the exchange is requested for personal reasons, such as selecting an incorrect size, the customer will be responsible for arranging and bearing the cost of returning the product. 

    In locations where reverse pickup is unavailable, customers may be requested to return the product through a reliable courier service. 

    Please ensure that products are securely packed before dispatch. The customer is responsible for any loss or damage that occurs while the item is being returned to us. Please make packaging video for the same before sending your goods.  

    Inspection & Approval 

    All returned products are subject to inspection upon receipt. If the returned item does not meet the eligibility conditions, we reserve the right to decline the exchange and return the product in the same condition in which it was received. 

    Certain cases, particularly those involving suspected manufacturing defects, may require further evaluation by our Quality team. Based on the assessment, the appropriate resolution may include a replacement, exchange, or refund. 

    Refund Timelines 

    Where a refund is approved, the amount will be processed back to the original payment method. Bank refunds are generally completed within 7–15 business days, subject to the processing timelines of the respective bank or payment provider. 

    Customer Support 

    Note: We do not accept returns/exchange through the website. For assistance with exchanges, damaged products, or any order-related queries, please contact our customer support team: 

    📧 Email: orders@kopojis.com 
    📞 Phone: +91-9068898453

    Unboxing Video 

    To help us resolve any claims related to transit damage, missing items, or incorrect products, we strongly recommend recording an unboxing video while opening your package. 

    If you receive a damaged, incomplete, or incorrect order, please share the unboxing video with our Customer Support team within 24 hours of delivery. This helps us review your request and provide a faster resolution. 

    CANCELLATION POLICY:

    If you wish to cancel your order, please contact our Customer Support team as soon as possible. 

    Orders can be cancelled without any cancellation charges if the request is received before the order has been dispatched. 

    Once an order has been dispatched, cancellation may no longer be possible. If a cancellation request is accepted after dispatching, the applicable one-way shipping charges may be deducted from the refund amount. 

    To ensure your cancellation request is processed as quickly as possible, we recommend contacting our Customer Support team by phone or WhatsApp during business hours (Monday to Saturday, 9:00 AM to 6:00 PM). Requests received outside business hours, including Sundays and National Holidays, will be processed on the next working day. 

    Return Policy for Undelivered Orders :

    We make every effort to ensure that every order is successfully delivered. Our delivery partners will attempt to contact you and complete the delivery as per their standard process. 

    If an order is returned to us because the customer is unavailable, unresponsive after three delivery attempts, or refuses to accept the shipment without a valid reason, the customer will be responsible for the applicable return shipping charges. 

    The original shipping cost (where applicable) will continue to be borne by Kookaburra Sport India. However, in the above circumstances, the return courier charges incurred for sending the order back to our facility will be deducted from the refund amount or recovered from the customer, subject to a maximum of ₹2,000. 

    REPLACEMENT POLICY:

    At Kookaburra Sport India, we are committed to delivering products that meet the highest standards of quality and performance. Many of our products are manufactured using premium natural materials such as English willow, leather, cane, cork and rubber. As natural materials can vary in their characteristics, each product is unique and may display slight differences in appearance, grain or finish. 

    Cricket is a high-impact sport, and the performance and lifespan of equipment are influenced by several factors, including playing conditions, frequency of use, ball quality, maintenance, storage and the way the product is used. As a result, the durability of sporting equipment may vary from one user to another. 

    If you believe your product has a manufacturing defect, our Quality Control (QC) team will inspect the item before determining the appropriate resolution. Based on the assessment, the product may be repaired, replaced or refunded, as applicable. 

    CRICKET BATS:

    Cricket bats are crafted from natural willow and are designed to withstand regular match play. However, as with any product made from natural materials, wear and tear is expected over time. Minor cosmetic marks and surface wear resulting from normal use do not indicate a manufacturing defect. 

    To help maximise the performance and lifespan of your bat, we recommend the following: 

    • Minor surface cracks on the face, edges, shoulder or toe may occur during normal use and are generally not considered manufacturing defects. 

    • Do not use your cricket bat against bowling machines that use synthetic or hard practice balls unless the bat is specifically designed for that purpose. 

    • Avoid using or storing your bat in damp or excessively humid conditions. 

    • The price of a bat does not determine its lifespan. Product durability depends on usage, maintenance, and playing conditions. 

    • Protect your bat by using suitable accessories such as an anti-scuff sheet, edge tape, and a toe guard where appropriate. 

    • Proper knocking-in is essential before match use. We recommend gradually knocking in the bat by hand or using it gently during practice sessions before extended match play. 

    • Excessive or improper machine knocking may place unnecessary stress on certain areas of the bat and is therefore not recommended. 

    • Use good-quality leather cricket balls during play and practice, as poor-quality or excessively hard balls can increase the risk of premature damage. 

    • Yorker impacts and repeated strikes on the toe of the bat can cause damage, even during normal play. 

    • Cricket bats are designed exclusively for playing cricket. Misuse, including striking hard surfaces or using the bat for purposes other than its intended use, may result in damage that is not covered under replacement or warranty. 

    PROTECTIVE GEAR:

    Protective cricket equipment is designed to reduce the risk of injury during play. However, due to the nature of cricket, no protective gear can guarantee complete protection from impact or prevent all injuries. 

    Our protective products are manufactured to meet high-quality standards. As with all sports equipment, their lifespan depends on the frequency of use, playing conditions and proper care. 

    Please note the following: 

    • Minor stitching repairs or small tears that develop after regular use can generally be repaired and do not necessarily indicate a manufacturing defect. 

    • If stitching failure, tearing or similar damage occurs within the initial period of use and our Quality Control (QC) team determines that it is due to a manufacturing defect rather than misuse or accidental damage, the product may be eligible for replacement. 

    • Normal wear and tear resulting from regular or prolonged use are not covered under our replacement policy. 

    • Damage caused by sliding, diving, impact with rough surfaces or other forms of excessive use is considered part of normal gameplay and is not covered. 

    • To help maintain your protective gear, clean it periodically using a soft cloth lightly dampened with water. 

    • Always allow protective equipment to dry completely before storing it in your kit bag. Storing damp gear may result in moisture build-up, odour or mould. 

    • Do not dry protective gear in direct sunlight or expose it to excessive heat. Air drying in a shaded, well-ventilated area will help maintain the materials and extend the product's lifespan. 

    CRICKET SHOES:

    Cricket shoes are engineered to provide grip, stability, and comfort during play. Proper care and appropriate use will help maximize their performance and durability. 

    Please note the following: 

    • Shoes that develop manufacturing defects shortly after purchase, such as upper separation, stitching failure, sole separation or spike failure, may be eligible for repair or replacement following inspection by our Quality Control (QC) team, provided there are no signs of misuse or abnormal wear. 

    • Damage resulting from regular wear and tear or prolonged use is not covered under the replacement policy. 

    • Even if the upper remains in good condition, the cushioning and shock-absorbing properties of the sole naturally reduce over time. Depending on usage, replacing your cricket shoes periodically is recommended to maintain comfort, support and performance. 

    CRICKET HELMETS:

    Our cricket helmets are designed to provide protection during play and are manufactured to meet recognised safety standards. However, no helmet can eliminate the risk of injury, and all helmets have a limited service life following impact. 

    Please note the following: 

    • Cricket helmets are designed to absorb impact energy. After a significant impact, the protective shell or internal components may become compromised, even if no visible damage is present. 

    • For your safety, we strongly recommend replacing your helmet after any major impact or if you suspect that its structural integrity has been affected. 

    • Damage resulting from normal impact during play, including cracks to the protective shell, does not necessarily indicate a manufacturing defect, as the helmet is designed to absorb and disperse impact forces. 

    • If components such as the grille, chin guard, retention system, buckle, internal lining or adjustment mechanism become defective due to a manufacturing fault, the product may be inspected by our Quality Control (QC) team and, where appropriate, repaired or replaced. 

    APPAREL/BAGS:

    Apparel may be eligible for replacement or refund if, upon inspection, it is found to have a manufacturing defect such as: 

    • Stitching failure 

    • Fabric tearing under normal use 

    • Colour bleeding or colour transfer 

    • Defective buttons, fasteners or other trims 

    The product must show no signs of misuse, improper care or excessive wear. 

    Kit bags and luggage may be eligible for repair, replacement or refund where a genuine manufacturing defect is identified in components such as: 

    • Stitching or fabric 

    • Shoulder straps or carry handles 

    • Wheels 

    • Telescopic trolley mechanism 

    • Zippers or fasteners 

    Where possible,  a replacement or refund may be offered following inspection by our Quality Control (QC) team. 

    This policy does not cover damage resulting from normal wear and tear, overloading, improper handling, accidental damage or use beyond the intended purpose of the product. 

    CRICKET BALLS:

    Cricket balls are consumable sporting goods that are designed to withstand repeated impact throughout training and match play. As a result, gradual changes in their appearance, shape and performance are normal consequences of use. 

    The durability and lifespan of a cricket ball depend on several factors, including the level of play, pitch conditions, weather, frequency of use, and the nature of impact during the game. Normal wear, scuffing, seam deterioration, and changes in shape over time are not considered manufacturing defects. 

    All Kookaburra cricket balls are manufactured to meet our quality standards before dispatching. If you believe your cricket ball has a genuine manufacturing defect or does not perform as expected under normal playing conditions, please contact our Customer Support team. Our Quality Control (QC) team will assess the product and determine the appropriate resolution, which may include a replacement, or refund where applicable. 

     

    We are committed to providing high-quality cricket equipment and will always work with our customers to resolve genuine product concerns in a fair and timely manner.