NZ Cricket, kit manufacturer Castore to renegotiate online store returns pricing after complaints

New Zealand Cricket and its apparel manufacturer Castore have agreed to amend their online store returns policy. Photo / Photosport

New Zealand Cricket (NZC) and its apparel manufacturer have agreed to refund return fees for merchandise purchased through NZC’s online store after a customer pointed out “misleading” information that had them pay more than $70 on top of the advertised price when returning items.

NZC’s apparel is manufactured by Castore, a UK-based manufacturer whose distribution warehouse for New Zealand is based in Australia.

A customer who contacted the Herald said higher-than-expected shipping costs to return items appeared “purposely vague”.

The customer said when buying products from the NZC online store, a $20 shipping fee was added to the payment, substantially higher than the $10 shipping fee for other retailers.

When the customer sought to return items, they were shocked at a $52.47 charge to send the items via tracked shipping to Australia – with no mention on the NZC website of the return cost.

In an email sent to NZC obtained by the Herald, the customer complained about the lack of clarity on NZC’s website about the return policy.

“There is no mention on your website that returns would have to be sent overseas. The website is branded as NZC. This is very misleading.

“The cost for us to return $288 worth of gear was $52.47 (see attached receipt), significantly more than we would expect to return anything within NZ.

“I feel you are misrepresenting your product, and your website is purposely keeping return details vague so consumers are unaware of what is required of them.”

NZC has since met with Castore and agreed to renegotiate return cost charges, which both parties agree are “high”.

In a statement provided to the Herald, an NZC spokesperson said Castore’s warehouse being based in Australia wasn’t unusual and that they would renegotiate a return policy plus issue refunds for customers who had paid return fees under the current policy.

“The Castore line of merchandise is serviced through an Australian warehouse. This isn’t unusual in itself as there are very few NZ-based manufacturers able to accommodate this scale of operation.

“After talking with Castore representatives yesterday, we’ve agreed to:

• Add to the online store’s webpage the current arrangements and details regarding shipping and “return” costs
• Offer delivery refunds to anyone who’s had to pay for returns under the current circumstances (we’ve had about two or three queries)
• Renegotiate “return” cost charges – which we all agree are high.

“As this will take place on Castore’s website as well as ours, it’s unlikely these changes will be activated until 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 that began in October 2024, to outfit the White Ferns white balls squads and the Black Caps short-form and test squads, as well as supplying replica gear.

That deal ended the long-term partnership with Canterbury of New Zealand that began in 2008.

Castore’s clients include the England cricket team, Formula One racing teams Red Bull and McLaren, English Premier League side 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 around on a grass surface so much he decided to make a living out of it.