Returns & Refunds
Please note: In response to government guidelines our stores are temporarily closed. Accordingly, we have updated our processes to enable dispatch while adhering to the guidelines, this may cause a delay in responding to any items returned to us. We thank you for your patience and we will endeavour to action any return as soon as possible.
Alternatively, if you would like to keep hold of any items you wish to return until the resumption of normal service, we will be happy to honour any returns that have exceeded the usual 14 day returns policy as a result of the Covid-19 measures and delay in returning as a result. Subject to our normal T’s & C’s as below.
We want you to be delighted with your order. If for any reason you are not 100% satisfied please see our returns information below. Your return should be wrapped securely in the same packaging in which you received it (where possible), and should be returned to the address contained in the returns form.
If you believe your item is faulty and would like it sent back for assessment, please include a copy of the returns form here inside the parcel. You MUST include your order number and contact details in the returns form for identification purposes, if you do not include this it may result in delay in identification and processing of your return.
If you would like further information on the terms of assessment for your product please follow this link. Or if you would prefer to get in touch to discuss the item is question first, please see the Contact Us section for details.
All cases of return under claim of fault will be referred to the brand/manufacturer, where Hockey Pro Shop’s decision of eligibility for refund or replacement will be lead by the brand/manufacturer’s decision.
If you’re item isn’t the right size, doesn’t fit or you have changed your mind you have 14 days from the date of receipt to notify us of your intent to return, where you have a further 14 days to return to us. Any product returned for refund / exchange must be contained in all of its original packaging and in brand new condition. Please ensure that you include a completed copy of the returns form found here, using the key to identify your reason for return.
If you would like to exchange for a different size/style or otherwise, we will contact you if there is a difference in value to take any additional payment required. The cost of carriage for sending exchanged goods is chargeable to you.
We pride ourselves on our service, but no-one is perfect. In the rare event that we have sent you the wrong product in your delivery we will of course rectify the error straight away. Please use the contact form here to get in touch with the team, filling all fields where possible. We will then get in touch ASAP typically by phone.
We will endeavour to arrange a collection/’drop-to-shop’ return process at our cost, where geographical exclusions apply. If we are unable to provide this service we will advise the most suitable courier to use and promptly issue a refund for the cost of carriage upon receipt of the goods to the warehouse, inclusive of a copy of the receipt for carriage and necessary contact information.
If you have received the wrong item you must contact Hockey Pro Shop before sending anything back so that the team can assess the options noted above and correct our mistake in the most helpful and efficient way.
If you believe your order has been lost in transit, please contact a member of our team as soon as possible on 01462 435555 to advise. We will investigate the lost parcel immediately with the courier and dispatch a new order where appropriate.
If your order has arrived damage, please notify us within 24 hours of the delivery via email to firstname.lastname@example.org including imagery of the parcel and it’s contents to illustrate the damage sustained. We will dispatch a replacement order where appropriate and contact you to discuss the claim.
All refunds will be processed within 14 days of the relevant process, as below:
- Within 14 days of Hockey Pro Shop’s receipt of unwanted product(s) (subject to T’s & C’s below).
- Within 14 days of outcome of assessment of faulty goods, where deemed as eligible for refund.
T’s & C’s:
The above time frames for refund are subject to the necessary returns information being provided with goods received. In the event of identify information incomplete or missing from a return parcel, the processes of the return and subsequent action will likely be delayed.
Once we have received your item(s) the team will conduct an inspection to confirm that they are in brand new condition and inside all of the original packaging. If any goods haven not been returned as stated, Hockey Pro Shop reserves the right to charge the cost of damages/deficit in commercial value to the customer against the value of the refund. Should this be the case, Hockey Pro Shop will contact you as soon as possible to discuss the condition and resulting affect on your refund.
We will endeavour to progress your return and exchange request as quickly as possibly. Typically this can take 2-3 working days, where this can increase to 5 working days during busy periods during the season (in addition to any processing times for club/bespoke garments).
If the exchange product(s) you have requested is out of stock we will contact you as soon as possible to advise of this and any suitable alternatives. Advising of the likely date of dispatch accordingly.
Please note: Once we have received your item(s) the team will conduct an inspection to confirm that they are in brand new condition and inside all of the original packaging. If any goods haven not been returned as stated, Hockey Pro Shop reserves the right to charge the cost of damages/deficit in commercial value to the customer. Should this be the case, Hockey Pro Shop will contact you as soon as possible to discuss the condition and resulting affect on your exchange request.
Cost of Carriage – as stated in our T’s & C’s, the cost of carriage to send the exchanged goods is chargeable to the customer at the relevant rate to their location. Hockey Pro Shop will contact you in to advise of the carriage cost and process the additional payment.