Returns, Refunds & Exchanges

1. Overview

This Returns, Refunds & Exchanges Policy explains two separate things that are easy to confuse, so we address them separately:

1. Your voluntary return option — a benefit we offer, on the conditions described below.
2. Your statutory rights — for example, if a product is defective, materially not as described, or otherwise deficient — which exist regardless of this Policy and are never reduced by it.

2. Voluntary Returns — 15-Day Window

You may request a voluntary return of an eligible bat within 15 days of the date of confirmed delivery, for any reason, subject to the conditions in Section 3.

3. Conditions for a Voluntary Return

To be eligible for a voluntary return, the bat must generally be:

• unused and in its original condition
• free of damage caused after delivery
• accompanied by your order number or proof of purchase

We assess each return on its facts and do not apply this condition in a way that would defeat a genuine claim covered under Section 5 (statutory rights) below — for example, natural willow characteristics described in our Warranty & Quality Policy are never treated as a reason to reject a return.

We have not confirmed a specific exclusion for bats that have been knocked-in, oiled, gripped, or otherwise prepared or personalised at your request, because we have not verified that PWR Willow currently offers such a service. If this applies to your order, please contact us and we will assess your return individually.

4. How to Request a Return

Email support@pwrwillow.com with your order number, the reason for return, and photographs if the return relates to a damage or defect concern. We will confirm eligibility and next steps, including how to send the bat back to us.

Return shipping cost. Who bears the cost of shipping the bat back to us depends on the reason for the return:

We will confirm which of these applies to your specific return before you send anything back, and will tell you clearly how to proceed. This table governs our voluntary return process; it does not limit or reduce any separate statutory right you may have to reimbursement of reasonable costs where a claim arises from a genuine defect, misdescription, or transit damage.

5. Your Statutory Rights (Separate from the Voluntary Return Window)

Regardless of the 15-day voluntary return window above, you retain any right you have under applicable Indian consumer protection law if a product:

• is defective in materials or workmanship
• is materially different from what was described or ordered
• otherwise falls short of a guarantee or representation we made about it

These rights are not limited to 15 days from delivery merely because our voluntary return offer is time-bound, and nothing in this Policy excludes, restricts, or reduces any right or remedy that cannot lawfully be excluded under applicable law.

6. Reporting Transit Damage

If your bat arrives damaged in transit, please let us know within 48 hours of delivery, with photographs of the packaging and the product, so we can assess it quickly and arrange a resolution. This 48-hour window is a request to help us act fast — it is not an absolute condition that bars a genuine transit-damage claim reported slightly later, and does not override any statutory right you separately have.

7. Exchanges

If you would prefer an exchange rather than a refund — for example, for a different size or model — let us know when you contact us, and we will confirm availability. Exchanges follow the same eligibility conditions as a voluntary return.

8. Refunds

Once a return or claim is approved:

• We will initiate your refund within 15 business days of approval.
• Refunds are issued to your original payment method.
• The exact date the refunded amount appears in your account or on your statement depends on your bank or payment provider and is outside our direct control; "initiated" means we have processed the refund on our side within this window, not that your bank has settled it by then.

9. If a Return or Claim Is Not Approved

If we are unable to approve a return or claim, we will explain why. This does not affect any right you separately have under applicable consumer protection law to pursue the matter through a consumer forum or other appropriate authority. We do not treat any single decision as unappealable or final in a way that would prevent you from raising it further.

10. Your Statutory Rights — General

This Policy is in addition to, and does not replace, any right, remedy or protection you have under the Consumer Protection Act, 2019, or any other applicable law that cannot lawfully be excluded by this Policy.

11. Contact & Escalation

For a return, refund or exchange request, or any question about this Policy: support@pwrwillow.com.

If you are not satisfied with how your request has been handled, you may escalate to our Grievance Officer: