ONLINE & MAIL ORDER PURCHASING
These are some guidance notes confirming how we process your order, our normal delivery timeframes and other practical information about Salix online/mail order. We want you to be delighted with both our products and your experience so would ask you to follow this guidance in placing your order, and always to contact us directly in the event of any query.
Please note that this guidance covers purchasing from us directly only; if you have bought Salix products through one of our authorised retail stockists then please refer to their store/website for help with any purchase.
As this is an online/mail order, your rights are protected under the Consumer Rights Act 2015 which covers distance selling; our practices and these notes incorporate and reflect the core elements of the act, tailored to us as specialist bespoke manufacturers.
Salix remains an artisan manufacturing company, so the majority of all orders, especially bats, are bespoke, having been made/finished to order, customised, personalised or adapted. Equipment orders are normally provided from stock (‘off the shelf’), but are always carefully selected by hand.
Our mail order provision is an extension of our very personal in house service so in general you will be guided through your order in person over the phone or by email. At Salix you are looked after by people rather than an automated system. Returns are therefore unusual, but we will do our utmost to help with any query.
So please find below basic guidance about what to expect from your delivery, what to do if you need to amend your order, if you need to cancel or make any form of return. If anything is unclear, or you have a query, then do please telephone or email us for a swift and helpful response.
Confirmation of order
We will confirm receipt of your order, normally by email or telephone and your requirements will be entered into our production order book, incorporating any special requests and the customised nature of the bat(s). We normally dispatch within 5 working days for equipment products in stock, or advise you of an estimated timescale for items to be made or on back order.
– equipment orders
As above, orders for equipment items which are in stock can normally be dispatched in 1-5 working days. If the stock is not currently available then we will notify you of expected delivery and make recommendations on alternative items where appropriate. We will always work with you to help meet your requirements as successfully as possible.
If equipment is ordered at the same time as a bat to be made, then this can either be reserved to be sent when the bat is ready, or can be sent ahead by selecting our ‘express’ delivery option which provides for multiple deliveries under one single carriage charge.
– bespoke bat orders
This is the backbone of what we do and the reason many players come to us for exceptional cricket bats. We are true manufacturers so the majority of all bats supplied directly to our valued customers are made to order, irrespective of size. For the most standard sizes – SH, Harrow, Six, Five & Four – we aim to complete manufacturing as soon as possible, which is normally 10 working days. However, for extended, hybrid, especially heavy or light bats this may increase as we need to go back to an earlier stage of production as our start point.
As an artisan, seasonal and labour intensive company, we do sometimes experience bottlenecks in production, but will do our utmost not to delay your order unnecessarily. There are no shortcuts to achieving Salix quality and we will balance your delivery needs with your expectation of, and our commitment to, excellence.
Please be assured that we dispatch the day that the bat is finished and will not keep you waiting a moment longer than necessary.
Online orders are placed using a secure payment gateway (First Data) at the point of order, or subsequently via ‘click to pay’. Telephone/mail orders can be paid by card over the phone, by ‘click to pay’ or by bank transfer to our account:
Salix Cricket Bats – account no.: 01709100 – sort code: 40 44 20 (including your name as a reference)
We also accept cheques payable to ‘Salix Cricket Bat Co Ltd’, or by cash (in person or by registered post).
Amendments and/or additions to orders
For bat orders or equipment back orders we can amend or add non-bespoke items normally until the day of dispatch within the same carriage charge. If you wish to do so then simply contact the office by email, or telephone and we will do our best to help.
Dispatch notification & tracking
Once your order is ready you will receive an email and/or text message from our carriers advising you that your parcel has been dispatched and giving you their options for delivery. Please follow these instructions and ensure that you are available to receive as arranged, and that your address can be located by the delivery driver.
Damage on receipt
We package our products very carefully but very occasionally damage can still occur. Usually this will only be external to packaging and the contents will be safe, but if your parcel looks to be damaged then we would ask you to write “Package Damaged” when you sign for delivery. This is very important.
If the package looks significantly damaged, then please refuse delivery of the parcel(s) completely; the damaged package will then be returned to us to be checked and replaced/dispatched again as necessary.
If you refuse delivery, then please notify us so that we can expect the return shipment and process the return and replacement order with the minimum delay.
Return of faulty or incorrect products
If the products received appear to be incorrect or faulty, then please contact us immediately for advice on what to do. We will then ask you to return them, or occasionally arrange for them to be collected. In the first instance we will ask you to photograph the problem and can then advise quickly to resolve the issue as efficiently as possible. If there is indeed a fault then we would normally refund your costs in returning the item, but will guide you on the best way to do this when you first advise the issue.
You have 30 days in which to return a faulty item, but it is helpful to advise any query as soon as possible, both for us and for you. Please note that bespoke items are excluded from this.
As cricket bats are manufactured from natural raw materials which are subject to wear and tear, establishing an actual manufacturing fault which warrants replacement is more complex. Please see the ‘bat care’ section of our website for further information on warranty, bat repairs and bat care.
Cancelling an order
Customers within the UK have the right to cancel the contract for purchase (order) at any time by the end of the fourteenth day from receipt/collection of an order (this is also called the ‘cooling off period’). This applies to standard non-bespoke orders only – please see further below for bespoke items.
To cancel your order (contract) within the cooling off period, you must notify us in writing by email or post as soon as possible before the end of these 14 days. Please then return the goods to us directly in person during our opening hours, or package them carefully and securely and send them to us at our address:
Salix Cricket Bat Co Ltd, Butlers Farm, Horseshoes Lane, Langley, Maidstone ME17 3JY
All cancelled order returns must be received within 14 days of the cancellation, and must be in pristine, unused and original condition with all their original packaging (that is because the packaging is considered part of the product) and proof of purchase. Please note that you will have to take responsibility for the costs of returning the items to us, unless that is, we delivered the item to you in error, or, if the item is found to be damaged or defective.
If we receive notice of your cancellation of the order within the cooling off period, and the goods back within the 14 day period in perfect original condition, then we will refund the purchase price for that item including the item’s normal delivery charge (special express/expedited costs are excluded).
Bespoke items & repairs
Your right to cancel and return products does not apply to goods made to your specification, repair (service) work, or items which have been clearly personalised or which by reason of their nature cannot be returned.
Bespoke cricket bats which have been custom made to order are therefore not eligible for return and refund. We rarely fail to achieve the desired specification on a cricket bat, but if you find that the bat is not as you wish, then we will consider return with a view to adjusting your order, or even remaking it (exchange) but this must be agreed directly with the office before the bat is used.
If the bat is used and then found to be unsuited to the player after it has been accepted, then we will do our best to help with adjustment. This will then be handled within the context of our bat repair service, eg weight reduction.
Clearance & special items
Clearance items such as previous season equipment and factory second cricket bats are excluded from these return/cancellation options as they are ‘sold as seen’. Any special conditions associated with the product and reasons for the reduction in price will be stipulated at the point of sale and will impact upon warranty accordingly.
Any orders provided as gifts will need proof of purchase and can only be refunded directly to the purchaser. We are happy to exchange (non-bespoke) gifts within the terms set out above, but we may need to inform the purchaser.
Salix gift vouchers are non-returnable. They are bespoke and have no time limit.
We reserve the right to update or amend these terms as necessary.
In everything written above and our handling of your valued custom we aim to be compliant, practical and fair. If you have a query or problem please come straight to us and we will do our very best to help.
Salix Cricket Bat Co Ltd
All rights in this website, including copyright, website design, text and graphics, are owned by Salix Cricket Bat Company Ltd (Salix). Any use of the site or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of Salix. All rights reserved.
Use of Site
You may only use this site to browse the content, make legitimate purchases and shall not use this site for any other purposes, including without limitation, to make any speculative, false or fraudulent purchase. This site and the content provided in this site may not be copied, reproduced, republished, uploaded, posted, transmitted or distributed. ‘Deep-linking’, ’embedding’ or using analogous technology is strictly prohibited. Unauthorised use of this site and/or the materials contained on this site may violate applicable copyright, trademark or other intellectual property laws or other laws.
All information on this website is represented in good faith. We try to be as accurate and informative as possible, correcting any errors brought to our notice in a timely fashion. However we take no responsibility for any damage or loss occurring from the use of the information herein nor are we responsible for the information or services of sites we may have linked to. Such links are provided for convenience and information and are not an endorsement by Salix.
We reserve the right to:
1. Modify or withdraw, temporarily or permanently, the Website (or any part of) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or
2. Change these Conditions from time to time, and your continued use of the Website (or any part of) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
3. We will use our reasonable endeavours to maintain the Website. The Website is subject to change from time to time. You will not be eligible for any compensation because you cannot use any part of the Website or because of a failure, suspension or withdrawal of all or part of the Website due to circumstances beyond our control.