I live less than half an hour from owzat.
They are pretty big place, have lots of stock in house, and some very knowledgable people working there. They are also happy to have a chat and a natter if popping in.They refund, and accept returns also. So no issue on that front.
But as mr vitas says, I truly don't believe they hand pick there bats. I have seen some beauty's in there. But also a few dogs.
I would happily by from owzat(as i do if things are needed quickly) by taking a trip down there and having a look and play with the bats myself.
If I was ordering offline, then I would go to itsjustcricket, or vitas themselves. As I know they hand pick the bats. And the chances off dog, are minute. In fact with these two, id risk purchasing a lower grade at then usual, as I know they've hand picked it for some reason. Get a gun of a bat abit cheaper then.
Softs is another thing, I'd happily order softs from owzat online. As its less ofa lottery than a bat feeling right.