Refund policy

Returns, Refunds and Exchanges Policy

At Hockey Factory Shop, we want you to be happy with your purchase. If something isn't right, we're here to help.

This policy explains how to return or exchange an item, what happens if a product develops a fault, and how refunds and delivery issues are handled.

Nothing in this policy affects your statutory consumer rights.

1. Returns and Order Cancellations

If you change your mind about an online purchase, you normally have 14 days from receiving your order to notify us that you wish to cancel.

Once you've notified us, you have a further 14 days to return the goods.

You can request a return using our online returns form, or notify us by emailing shop@hockeyfactoryshop.co.uk.

Please include your order number and details of the items you wish to return.

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. We will check its progress and advise whether dispatch can be stopped.

Condition of Returned Items

Please take reasonable care of products while deciding whether to keep them.

• Items may be tried on or inspected in a clean, indoor environment, as you would reasonably be permitted to do in a shop.
• Please return products with their original packaging, labels and accessories wherever possible.
• Products should not be used for training, matches or other activities beyond what is reasonably necessary to assess them.
• Please protect product packaging during return transit.

Where handling goes beyond what is reasonably necessary to establish a product's nature, characteristics and function, we may make an appropriate deduction for any resulting reduction in value, where permitted by law.

Return Postage

For ordinary change-of-mind returns, customers are responsible for the cost of returning their items.

We recommend using a tracked postal or courier service and retaining proof of postage.

Please follow the instructions provided through our returns process before sending your parcel.

Returns address:

Factory Shop Group
PO Box 8029
Leicester
LE3 7AB

Please ensure your chosen delivery service can deliver to a PO Box address.

2. Refunds

Once a return has been received, we aim to inspect and process eligible refunds within 3–5 working days.

For statutory cancellations, refunds will be made within the applicable legal time limits. We may wait until the returned goods are received or evidence of their return has been provided, as permitted by law.

Refunds are normally made to the original payment method. Your payment provider may take additional time to make the funds available.

Where a customer cancels an entire eligible online order within the statutory cancellation period, the refund will include the original standard delivery charge, where applicable.

If a more expensive delivery option was selected, we are only required to refund up to the cost of our least expensive qualifying standard delivery option.

For partial returns, any delivery refund will depend on the circumstances and applicable consumer rights.

3. Exchanges

We accept requests to exchange items, including changes of size or product, subject to the conditions below.

Please notify us within 14 days of receiving your order and follow the instructions on our Returns and Exchanges page.

• Products should be unused, in a resalable condition and returned with their original packaging and accessories.
• Items may be tried on indoors to check fit, provided they are not damaged or excessively handled.
• Customers are normally responsible for return postage for voluntary exchanges.
• A new delivery charge will normally apply when sending the replacement item. We will arrange this through a payment request.
• If the replacement product costs more, we will arrange payment of the difference.
• If it costs less, we will refund the difference.
• Exchange items are normally dispatched after the original goods have been received and checked.
• Exchanges are subject to replacement stock availability.

If an item is faulty or incorrectly supplied, different arrangements may apply.

4. Faulty or Defective Products

If you believe an item is faulty, please contact us with:

• Your order number.
• A description of the problem.
• Details of when and how the problem occurred.
• Clear photographs showing the fault or damage.

The normal 14-day change-of-mind returns period does not limit your rights concerning faulty goods.

Our team will assess the information provided and advise whether the product needs to be returned for inspection.

Products may be inspected by our experienced staff and, where appropriate, referred to the manufacturer for technical assessment.

Some investigations may take longer where manufacturer input is required. We will aim to keep you informed.

Depending on the circumstances and your statutory rights, an eligible faulty product may be repaired, replaced or refunded.

Damage caused by misuse, accidental impact, unsuitable use or ordinary wear and tear is not normally considered a manufacturing defect. Each claim will be assessed on its individual circumstances.

Return Postage for Faulty or Incorrect Goods

If an item is confirmed to be faulty or has been supplied incorrectly, we will reimburse reasonable return postage costs.

Our standard reimbursement allowances are:

• Up to £6.00 for most standard-sized items.
• Up to £13.60 for larger items, such as hockey sticks, where couriers may apply oversized parcel charges.

Please contact us before returning an item so that we can advise on the most appropriate and cost-effective return method.

If you arrange the return yourself, please retain your postage receipt, as this will be required when requesting reimbursement.

Where the reasonable necessary cost of returning a faulty or incorrectly supplied item exceeds these allowances, please contact us. We will assess the additional cost and make appropriate arrangements in accordance with your statutory consumer rights.

Hygiene and Product Condition

For the safety and comfort of our returns team, please ensure returned equipment is reasonably clean and dry.

Items heavily contaminated with mud, moisture or other substances may require cleaning before they can be safely inspected.

Hockey sticks: Please remove additional overgrips, including chamois grips, before returning a stick for inspection. Used overgrips can retain sweat and develop unpleasant odours.

You do not need to remove the stick's original grip.

Hygiene requirements do not remove your statutory rights concerning faulty products.

5. Hockey Stick Damage and Warranty Assessments

Hockey sticks are subjected to considerable forces during normal play. Not all damage indicates a manufacturing defect.

We assess reported faults individually, taking account of the type of damage, the age and condition of the stick, how it has been used and any relevant manufacturer guidance.

Examples of Damage Not Normally Covered as Manufacturing Faults

Normal wear and tear

Surface scratches, cosmetic marks, worn graphics, grip wear and gradual wear to the stick head or heel can occur through ordinary use.

Impact damage

Chips, dents and cracks caused by contact with other sticks, goalposts, hard surfaces or other external impacts may not be manufacturing faults.

Unsuitable playing surfaces

Using a stick on abrasive surfaces such as roads, concrete, car parks or other unsuitable areas can accelerate wear and cause damage.

Reverse-edge and edge damage

Reverse-edge hitting is permitted within the rules of hockey, but repeated impacts can place considerable stress on certain areas of a stick.

Damage resulting from impact, misuse or normal wear may not be covered by a manufacturer's warranty. However, damage in these areas will not automatically be excluded from assessment where a manufacturing defect may be present.

Internal rattles and vibration

Some internal noises can result from loose composite material or other non-structural issues. These do not necessarily indicate that a stick is defective.

If you notice an unusual rattle, vibration, crack or change in performance, please contact us before attempting repairs or removing any components.

How Claims Are Assessed

We may request photographs, further information or a physical inspection to establish the likely cause of damage.

Manufacturer warranty conditions may be considered as part of the assessment, but they do not override your statutory consumer rights.

Where a qualifying fault is established, we will provide the appropriate remedy in accordance with those rights.

6. Personalised Products

Products made to a customer's specifications or clearly personalised, such as specially customised clothing, are generally excluded from the normal change-of-mind cancellation right.

This does not affect your rights if a personalised product is faulty, incorrectly supplied or not as described.

Please contact us if you are unsure whether an item qualifies as personalised.

7. Returning Footwear

When returning hockey shoes, please treat the original shoe box as part of the product packaging.

Do not attach postage labels or tape directly to the shoe box.

Please place the shoe box inside a protective outer bag or carton to help prevent damage during transit.

Shoes may be tried on indoors to check their fit, but should not be worn for training or matches if you intend to return them as a change-of-mind purchase.

8. International Returns and Customs Charges

International customers should contact us before returning goods so that we can provide suitable instructions.

For ordinary change-of-mind returns, customers are normally responsible for return shipping costs.

Where products are faulty or incorrectly supplied, reasonable return arrangements will be assessed in accordance with applicable consumer rights.

Import duties, taxes and customs charges are governed by the rules of the destination country and the circumstances of the shipment.

Where duties or taxes have already been paid to customs authorities, any refund may be subject to local customs procedures. We cannot guarantee that such charges will be recoverable.

Please contact us before refusing an international delivery or arranging a return, as additional courier and customs charges may arise.

Any proposed deduction from a refund will be assessed according to the circumstances and applicable law.

9. Failed Deliveries and Returned Parcels

Please check that your delivery address and contact details are correct when placing your order.

Our couriers may provide delivery updates, tracking information or instructions for rearranging delivery.

If a delivery attempt is unsuccessful, the courier may make further attempts, offer collection or return the parcel to us, depending on its service arrangements.

Where a parcel is returned because of an incorrect address supplied by the customer or an avoidable failure to receive or collect it, an additional delivery charge may apply if the customer requests redelivery.

Any additional charges will be explained before redelivery is arranged.

If a delivery fails because of an error by HFS or our delivery provider, we will investigate and arrange an appropriate resolution without unfairly charging the customer.

10. Missing, Lost or Damaged Parcels

If your parcel is overdue, missing, damaged or appears to have been delivered incorrectly, please contact us as soon as possible.

Provide your order number and any relevant delivery information so we can investigate with the courier.

Prompt reporting helps us obtain tracking evidence and resolve delivery issues quickly.

However, courier investigation and claim deadlines do not remove your statutory consumer rights.

If goods have not been delivered as required under the sales contract, we will work with you to provide the appropriate resolution.

11. Contact Us

For assistance with returns, exchanges, faulty goods or delivery problems, please contact:

Hockey Factory Shop

Email: shop@hockeyfactoryshop.co.uk

Manage Your Returns

Returns and Exchanges Information

Please include your order number wherever possible so we can help you efficiently.

Your Statutory Rights

Nothing in this policy excludes or limits any rights or remedies you may have under applicable consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.