To start the return process for your order, please enter your email address or phone number and the order number below.

 

How Does It Work?

 

How do I return?

  • Enter your order number and email address in the fields above and click Start
  • Follow the instructions and select the items you want to return
  • You will get a confirmation email with the shipping guidelines once the return request is approved

 

What items are returnable?

You can return your items within 14 days of receipt of your shipment in accordance with your statuotory rights. If you are outside of this window please contact us on 01462 435555 to discuss your return request.

  • Returning for exchange, the item(s) must be new and unused condition, contained inside all original packing.
  • Returning for a refund of an item that is not wanted, the item(s) must be new and unused condition, contained inside all original packing.
  • Returning for a claim of manufacturing fault. Please see our full terms on our 'Returns & Refunds' page.
  • Returning items sent in error, must be new and unused condition, contained inside all original packing.

Free gifts, promotional items or items that have been used but not wanted are not returnable.

 

Are there any charges for return?

  • Original shipping charges are non-refundable.
  • Returns for faulty items are free (confirmed upon receipt and inspection by either our staff or the corresponding brand representative).
  • Returns for items sent in error are free of charge.
  • Returns for refund of unwanted items are charged at £5.30. Creating the label is free, we simply deduct the £5.30 from your refund amount.
  • Returns from outside mainlaind UK and Northern Ireland will need to raised as a returns request prior to return. Our automated label service does is not supported outside of these territories, as such you will need to source and pay for your own courier service to retrun the item(s).
  • We do not exchange products. We want to ensure you receive a product as quickly as possible. To make this possible, you can instead return a product and place a new order for the right product. We will then refund the returned item (less carriage cost if you use this facility).

 

What will happen after I have sent my item back?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return, in accordance with the terms stated in the 'What items are returnable?' section.
  • If your return for exchange is approved, we will raise a new order for the exchanged item(s) to be processed, and dispatched within 3 working days. (Exceptions apply where stock shortages exist).
  • If your return for a refund is approved, we will issue a refund less the cost of return within 10 working days of inspection.
  • Returns for product faults may require inspection by the brand of manufacture and as such, confirmation of approval/rejection final decision is made by the brand. In event of approval, we will offer you a like-for-like replacement where possible, or a store credit. A refund is also available, subject to statuotory right.

 

What Do I Need To Know?

We want you to be delighted with your website order. If for any reason you are not 100% satisfied we are happy to offer a refund, exchange or replacement on any item returned to us within 30 days of your receipt of goods, provided they are still in their original packaging, undamaged, non-personalised and in an unused condition.

If you are returning an item because of an error on our part we will be happy to refund all delivery charges incurred, otherwise you will be responsible for those charges. We are happy to arrange collection in those instances since our commercial rates will probably be cheaper for you than standard Royal Mail services.

For any orders which have been damaged in transit, we must be informed within 24 hours of delivery. For any items deemed to be faulty, please inform us within 7 days of receiving the product.

 

​Please note that all cases of return under claim of fault will be subject to inspection in line with the guidance notes below and the decision following this assessment will be accepted as final.

CLAIM OF MANUFACTURING FAULT - NOTES FOR GUIDANCE

Before any assessment of the claim can be made the product must be returned to us. The return of the product is a non-negotiable part of this process.

Sticks
In all cases manufacturing faults will show themselves very early on in a stick's use and cause structural failure since the lay-up is an interdependent arrangement. Please also note that to warrant consideration of a replacement an issue needs to be structural (therefore affecting performance of the stick) rather than cosmetic.

If issues start to show after a fair period of use then it is likely that this is the result of general wear and tear and the stick beginning to wear out. Please note the phrase "period of use" rather than "period of time". The rate at which degradation and decline happens depends on how often the stick is used and the circumstances (standard of play and player, balls, pitches etc) rather than time. It is the amount of use that a stick has had which is therefore the determining factor and a key element of the assessment process, since two players could use their sticks for the same period of time but with one playing far more frequently or under different circumstances which would accordingly mean the sticks looked very different at the end of that period. Hockey sticks are no different to other consumer goods - they have a certain amount they can offer and take before they are simply worn out.

Other Products
The customer must accept that there is an onus on them to care for their hockey product and use it responsibly and carefully. All product is made as part of large scale and often continuous production where materials and components used are sourced in bulk, meaning that failure of single products is very rare in a material sense but could be down to isolated human error. Nonetheless the incidences of error as a percentage of overall production is fractional.

As with sticks the considerations will be the amount of use and we will inspect for other signs of user wear and care. It is always clear how an issue has occurred and these factors in our assessment will lead to our final decision.

Again, all products must be returned for inspection prior to any decision being made and the guidance for this process outlined above applies.

 

 

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