Sports
NZ Cricket and kit manufacturer Castore will renegotiate online store return prices after complaints
In an email sent to NZC obtained by the Heraldthe customer complained about the lack of clarity on the NZC website regarding the returns policy.
Your website does not state that returns must be shipped abroad. The website is called NZC. This is very misleading.
The cost to return gear worth $288 was $52.47 (see attached receipt), significantly more than we would expect to pay to return anything within New Zealand.
I feel that you are misrepresenting your product and that your website is purposely keeping returns information vague so that consumers do not know what is required of them.
NZC has since met with Castore and agreed to renegotiate return costs, which both parties agree are high.
In a statement to the Herald, An NZC spokesperson said the fact that Castore's warehouse is located in Australia was not unusual and that they would renegotiate a returns policy and issue refunds to customers who had paid return fees under the current policy.
The Castore merchandise line is served through an Australian warehouse. This in itself is not unusual as there are very few New Zealand based manufacturers that can handle this scale.
After speaking with Castore representatives yesterday, we agreed:
- Add the current agreements and details about shipping and return costs on the web page of the online store
- Offer refunds for anyone who has had to pay for returns under the current circumstances (we've had about two or three inquiries)
- Renegotiate return costs, which we all agree are high.
Since this will take place on both Castore's website and ours, it is unlikely that these changes will be activated before next week.
We want to make this fan experience as enjoyable as possible for supporters and will take all necessary steps to address the recent feedback.
Castore signed a six-year deal with NZC in December 2023, commencing in October 2024, to equip the White Ferns White Balls squads and the Black Caps Short-Form and Test squads, and to supply replica equipment.
That deal ended New Zealand's long-standing partnership with Canterbury, which began in 2008.
Castore's customers include the England cricket team, Formula 1 racing teams Red Bull and McLaren, English Premier League team Newcastle United and Scottish Premier League team Rangers.
Will Toogood is an online sports editor and golf reporter for the NZ Herald. He enjoys watching people chase a ball on a turf so much that he decided to make a living from it.
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Sources 2/ https://www.nzherald.co.nz/sport/cricket/nz-cricket-kit-manufacturer-castore-to-renegotiate-online-store-returns-pricing-after-complaints/FAKJTJSTMJDE5OTTFL75OKOPSY/ The mention sources can contact us to remove/changing this article |
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