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.
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.
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.
RETURNS FOR EXCHANGE (NON-FAULTY)
All product may be returned for exchange or refund if it is the wrong size or otherwise unwanted as long as it is returned in the original product packaging in an unused and "as new" state.
Please note that the customer will always be liable for return carriage costs whether the product is being exchanged or refunded unless the reason for return was a dispatch error on our part. Where a product is being exchanged for an alternative size etc the customer will be liable for carriage costs on the new product also.
As above, we will be able to assist with the return.
All refunds will be processed and made within 30 days.