Returns & Warranty

In the unfortunate situation of return being necessary, we aim to resolve the issue as quickly as possible. The information in this section is designed to clearly explain our general returns procedure and policy with the intention of providing the quickest route to resolution for you.

If you have purchased directly through the BAS-UK ltd please not below so you can manage the returns process. Goods can only be processed for exchange or credit if the goods are returned with a completed Returns Form.

Unwanted goods or wrong item ordered

  • Unwanted or incorrectly ordered goods must be returned to BAS-UK within 14 days of receipt in as received packaged condition to be valid for full refund or exchange.
  • Return postage costs are not refundable.
  • “Please note we can only accommodate exchange requests for the same product, but in different sizes or col our schemes. If you would like a different item type, you will need to re-order and request a refund. This also applies if requesting a change to a senior size from a junior size.”

Wrong item received

If we have delivered the incorrect or damaged goods then collection can be arranged, please mark the collection box in the form and put the required collection date.

  • Please allow 2 working days between submitting the form and the collection date.
  • Collections can only take place Monday to Friday.
  • Unfortunately we cannot specify a time on the day.
  • The Goods must be handed to the courier (e.g. they cannot be left in a porch or behind a bin).
  • The returns address below must be visible on the package.
  • “Please note we can only accommodate exchange requests for the same product, but in different sizes or colour schemes. If you would like a different item type, you will need to re-order and request a refund. This also applies if requesting a change to a senior size from a junior size.”

If collection is not possible, you can return goods yourself with the returns form. We will credit reasonable postage costs for incorrectly delivered items. This does not include express / premium courier / postage services (e.g Royal Mail Special Delivery)

Faulty goods

  • Reasonable postage costs that are incurred (not including premium services such as special delivery or express courier services) will be refunded on verification of product fault by BAS.
  • We offer a 6 month guarantee on most products (excluding goods designed for short term maximised performance, such as premium match balls for example), within a fair wear and tear policy. Fault must be verified by us prior to any refund or replacement product being offered. Products damaged by excessive use, mis – use, incorrect product care or suffering the normal generic material fatigue associated with regular sporting active use would not be valid for action under warranty.
  • Some specialist items designed for short term high performance use may have significantly reduced periods available for consideration of fault claims (such as premium quality English Willow bats).
  • “Please note we can only accommodate exchange requests for the same product, but in different sizes or colour schemes. If you would like a different item type, you will need to re-order and request a refund. This also applies if requesting a change to a senior size from a junior size.”

Warranty Periods

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.

Some specialist items designed for short term high performance use may have significantly reduced periods available for consideration of fault claims (such as premium quality English Willow bats).

Some special circumstances may 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 maybe 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, mis-use 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 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.

Returns Procedure

Your Retailer

This should always be your first port of call. The staff you deal with may have some personal familiarity with the situation or yourself and essentially it is with the retailer that your contract of sale stands.

They may be able to offer you some in store action to resolve very quickly or offer useful advice. Where necessary they may return the item to us for examination on your behalf.

Please note that retailers are totally independent from us and as such we are unable to interfere with their returns procedures, policies or decisions made.

Directly to us

If you have purchased from outside the UK, or wish to return from outside the UK we are unfortunately 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 exchange for un-used goods purchased through third parties.

If you are unable to return fault claim through your retailer, you can return it to us directly.  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 email info@basvampire-uk.com for the returns form and include a cover letter.

If examination reveals a material or manufacturing fault, we will be able to offer like for like replacement (or equivalent where 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 conclusion to minimise inconvenience.

If you have not heard from us within the 7-14 day time period you are welcome to contact us for an update.  It may be worth considering using a tracked postage service so you can confirm delivery details with your courier.

Contact Us

If there is anything you are unsure about, please do not hesitate to email info@basvampire-uk.com

BAS-UK 

Asset House, 1 Davis Road, Chessington, Surrey, KT9 1TT10