Returns and exchanges policy

The 7 days

7 days, counted from the day the courier marks the parcel delivered, not the day you open it. Inside Dhaka our own riders wait two minutes while you open the box. Use them. Most of the problems we see would have been settled at your gate in those two minutes.

Outside Dhaka the rule is that you request the refund from your account inside 7 days. The item then has five more days to reach us, and we go by the courier booking date on your receipt, not the day the parcel lands in Dhaka. Nobody loses a return because Sylhet to Dhaka took four days.

What we can take back

Unused, in its original packaging, with tags still attached and the plastic on anything that came wrapped.
All of it: racket cover, shoe box, bat toe guard, the spare grip, the manual, the allen key.
The order number. A screenshot of the confirmation is enough. We do not need the printed invoice.

If the box or the cover is missing we will tell you before we do anything, and then you choose: we take 10 percent off the refund, or we send the item back to you. A shoe without its box is a discount item to the next buyer, and that discount has to come from somewhere.

If we cannot sell it to the next person, we cannot take it back.

What cannot come back

A bat we have knocked in. The mallet changes the fibres. Six hours of bench work makes it your bat, and that is the whole point of asking for it.
A racket we have strung. The string is cut to your frame and pulled to your tension. Taking it out to resell the frame costs more than the string did.
Anything with a name, a number or a club crest printed or heat pressed on it. Check the spelling on the proof we send you. Once it is on the shirt it is on the shirt.
Consumables: boric powder, chalk, grip rolls out of the wrapper, string cut from the reel, tape, tension gel, water bottles that have been drunk from.
Underwear, jockstraps, guards worn against the skin, and base layers once the seal on the bag is broken.
Feather shuttles once the tube cap is off. A sealed tube inside 7 days is fine, and it goes straight back to the cold room. An opened one has already started drying out in Dhaka air.
Shoes that have been outside. Try them on tiles or a rug. Once the outsole has met a Dhaka footpath we can see it, and so can the next buyer.

Size swaps

An exchange is not a return followed by a new order. Tell us the size you want, we hold it from stock the same day, and the two parcels cross. If the new size costs more you pay the difference in cash to the rider when it arrives. If it costs less the rider pays the difference back in cash.

Who pays the courier

Change of mind, wrong size, wrong colour: you pay the leg coming back to us. We pay the leg going out to you. Inside Dhaka the return leg is ৳80 by our rider. In Chattogram it is ৳80, and everywhere else the flat ৳150.
Our mistake, our fault, or a parcel damaged in transit: we pay both legs and we book the courier ourselves. Do not pay a courier and ask us to reimburse it. We will not have a receipt we can match.
Plates, dumbbells, benches and machines: freight both ways is on you outside Dhaka unless the fault is ours. Moving 20 kilograms to Rangpur and back is not a parcel-rate job.

A fault is different

A fault is not a change of mind, and the 7 days do not apply to it. Phone or WhatsApp the order desk with the order number and we will ask you for a photograph of the fault and one of the label or the sticker on the box. If the item can be repaired on our bench, that is usually faster than a replacement, and we will say so.

Shoes: 90 days against sole separation and against the upper tearing at a stitch. Not against the outsole wearing smooth. That is you playing.
Racket frames: 6 months against a manufacturing defect. A clash with a partner or the floor is not a defect. The break tells us which one it was, and it is not a close call.
Bat blades: 45 days against grain lifting or a handle working loose in normal use with the ball the bat was sold for. A hard cricket ball on a tape tennis bat is not covered and never has been.
Bags, zips and wheels: 6 months.
Machines: 12 months on the motor, 6 months on the console and the belt.
Strings, grips, shuttles, powder, tape: nothing. They are consumables and they are priced as consumables.

How the money comes back

You request a refund from your account within 7 days of delivery. Approved refunds are paid in cash by the rider who collects the return. We never refund to a wallet or a card, and we do not send money to a number the order does not know. What counts is the day you send the request, not the day the courier collects the item.

Every order here is cash on delivery, so every refund is cash too. The rider who collects the return brings it.

Call before you post it

Phone or WhatsApp the order desk before you send anything back. Inside Dhaka a rider collects the item, brings the exchange with him if it is a size swap, and pays an approved refund in cash at your door. A return posted without a call spends four days in transit before anyone has looked at it.

There is a second reason. Half of what people post back does not need to be returned. A grip that feels wrong is a grip we can talk you through rewrapping in three minutes. A racket that feels head heavy can be rebalanced with tape at the throat. A bat that feels dead has usually not been knocked in properly, and the bench will finish it at no charge and send it back. Ten minutes on the phone saves a four-day return.

Ten minutes on the phone saves a four-day return.

Situation by situation

Wrong size, unused, day 3: Exchange from stock. You pay the return leg, we pay the outward leg.
Unused and boxed, day 9: Past the window, so no refund. If the stock is clean and still current we may offer an exchange. Decided on a call, not by message.
Bat we knocked in for you: No return. Send it back to the bench and we will adjust the weight or open the middle further at no charge.
Racket strung to your tension: No return. If the tension is wrong for you, we cut it out and restring once at half the labour.
Frame cracked inside the packaging: Fault. Photograph it before you string it. Replacement from stock, courier on us.
Shoes worn outside: No return. The outsole tells us.
Sealed shuttle tube, day 5: Return or exchange. It goes back to the cold room.
Opened shuttle tube: No return at any point.
Shirt with a printed name: No return, no exchange. The proof stage is where this gets caught.
Refund approved: Cash, paid by the rider who collects the return. Never to a wallet or a card.
We shipped the wrong item: Both legs on us. Inside Dhaka a rider collects the same day and brings the right one with him.
Plates dropped once and chipped: No return. Cast iron chips. That is what cast iron does.

Starting one

Sign in to your account, open the order and send a refund request with the items and the reason. Do it within the refund window above. For a fault we phone you and ask for a photograph. You get a yes or a no the same day during order-desk hours, with a courier booking or a rider slot attached to it. Order-desk hours, Friday included, are on the Contact page.

Bringing it back