Terms of service

Terms and Conditions

Last updated: 14 October 2026

Welcome to Hockey Factory Shop.

These Terms and Conditions explain the arrangements that apply when you browse our website or purchase products from us.

Please read them alongside our Returns, Refunds and Exchanges Policy, Shipping Policy and Privacy Policy.

Nothing in these Terms and Conditions excludes or limits your statutory consumer rights.

1. About Us

Hockey Factory Shop is operated by Sci-Sport Ltd, trading as Hockey Factory Shop, a UK-based retailer specialising in field hockey equipment, clothing and accessories.

Website: https://hockeyfactoryshop.co.uk

Email: shop@hockeyfactoryshop.co.uk

Postal address:

Hockey Factory Shop
PO Box 8029
Leicester
LE3 7AB
United Kingdom

References to "we", "us" and "our" mean Sci-Sport Ltd trading as Hockey Factory Shop.

References to "you" and "your" mean the customer or website visitor.

2. Using Our Website

You may use our website to browse products, obtain information and place orders.

You agree not to misuse the website, interfere with its operation, attempt unauthorised access or use it for unlawful or fraudulent purposes.

We make reasonable efforts to keep the website accurate and available, but cannot guarantee uninterrupted access or that all information will be free from errors.

We may update website content, product information, pricing and availability where necessary.

3. Product Information

We aim to provide accurate product descriptions, photographs, specifications and sizing information.

However, manufacturers may occasionally change product details, packaging, colours or specifications without prior notice.

Product photographs are intended to represent the products as accurately as possible, although colours may vary slightly depending on screen settings.

Customers should review product descriptions and sizing information before ordering.

If you have any questions about a product, please contact us before purchasing.

4. Stock Availability

Hockey Factory Shop holds a substantial range of products in stock at our UK warehouse.

However, our website does not provide a guaranteed real-time representation of physical stock availability.

Products shown as available are normally expected to be available for fulfilment, but stock levels remain subject to confirmation during warehouse picking.

Occasionally, an item may become unavailable due to stock discrepancies, simultaneous orders, supplier shortages or a discontinued product.

Where an ordered item is unavailable, we will contact you to explain the situation and, where appropriate, offer:

A suitable alternative product.
The option to wait for replenishment, where available.
A partial shipment where practical.
A refund for the unavailable item.
Cancellation of the affected order, where appropriate.

We will not substitute an unavailable product with a materially different item without your agreement.

If an alternative product is offered at a higher price, we may choose to supply it without charging the difference.

If an agreed alternative is cheaper, we will refund the difference.

Where stock availability affects your order, our customer service team will explain the available options.

5. Placing an Order

When you place an order through our website, you are making an offer to purchase the selected products.

After checkout, you will normally receive an automated order confirmation email.

This confirms that we have received your order but does not necessarily mean that we have accepted it.

A contract for the sale of goods is normally formed when we dispatch the goods and send confirmation of dispatch.

We reserve the right to decline an order before acceptance where there is a legitimate reason, including:

A product being unavailable.
An obvious pricing or listing error.
Payment authorisation being unsuccessful.
Suspected fraud or misuse.
Delivery restrictions or other circumstances preventing fulfilment.

Where an order cannot be accepted, we will notify you and arrange an appropriate refund of any payment collected.

Nothing in this section affects your statutory rights.

6. Prices and VAT

Prices displayed on our website are shown in the currency selected or made available at checkout.

For UK consumer orders, displayed prices include applicable UK VAT unless clearly stated otherwise.

International prices and tax treatment may vary depending on the delivery destination and applicable rules.

Delivery charges and any applicable additional charges will be displayed or explained during checkout, subject to the international shipping arrangements described in our Shipping Policy.

We make reasonable efforts to ensure prices are accurate.

If an obvious pricing error is identified before an order has been accepted, we may contact you to explain the error and offer the opportunity to proceed at the correct price or cancel the order.

We will not charge an increased product price without your agreement.

7. Payment

Payment is required when placing an order unless an alternative arrangement has been expressly agreed.

Payments are processed securely through Shopify Payments and any other payment methods offered at checkout.

We do not store full payment card details in our own customer service or order-management records.

Orders may be delayed or declined where payment cannot be authorised or where additional verification is reasonably required.

8. Dispatch and Delivery

We aim to dispatch orders as promptly as possible.

Orders containing products available for immediate fulfilment are normally dispatched using the delivery service selected at checkout.

For UK orders, we commonly use a next-working-day delivery service once an order has been dispatched.

This does not mean that every order will be dispatched on the day it is placed or delivered within 24 hours of purchase.

Some products may require replenishment from suppliers before dispatch. Where this applies, dispatch may take approximately 5–7 working days, although timescales can vary.

Delivery estimates are provided in good faith and are not guarantees unless we have expressly agreed a guaranteed delivery arrangement.

If we become aware of a significant delay, we will aim to contact you and explain the available options.

Further information is available in our Shipping Policy.

9. Delivery Charges

Delivery charges are calculated or displayed during checkout according to the delivery destination, available services and applicable shipping arrangements.

Charges may vary according to the size, weight, quantity and destination of the items ordered.

Any free-delivery promotion or threshold is subject to the conditions displayed on our website at the time of purchase.

Where an order requires unusual delivery arrangements or additional charges, we will contact you where necessary.

We will not take an additional payment without your agreement.

10. International Orders

We accept orders from customers in many countries outside the United Kingdom.

International deliveries may be subject to customs procedures, import duties, taxes and other charges imposed by the destination country.

Where applicable, our checkout may provide estimated international shipping, duty and tax charges.

Because international shipping and customs costs can depend on the final parcel dimensions, shipment configuration and destination requirements, some charges may require verification.

Where a recalculation identifies an overpayment, we will arrange an appropriate refund.

Where additional shipping or customs charges are identified, we will contact you to explain the position and obtain your agreement before collecting additional payment.

Import regulations and customs procedures vary between countries.

Customers are responsible for ensuring that products can legally be imported into their destination country.

Please refer to our Shipping Policy for further information about international delivery and customs arrangements.

11. Order Changes and Cancellations

If you need to amend or cancel an order, please contact us as soon as possible.

We will do our best to assist, but once an order has entered picking, packing or dispatch, it may not be possible to stop or change the shipment.

If an order has already been dispatched, our Returns, Refunds and Exchanges Policy will apply, together with your statutory cancellation rights.

For eligible online purchases, consumers normally have 14 days after receiving their goods to notify us that they wish to cancel.

Certain exceptions apply, including qualifying personalised products.

Full details are available in our Returns, Refunds and Exchanges Policy.

12. Returns, Exchanges and Refunds

We accept eligible returns and exchanges in accordance with our published Returns, Refunds and Exchanges Policy.

Customers are normally responsible for return postage for voluntary change-of-mind returns and exchanges.

Different arrangements apply to faulty, damaged or incorrectly supplied goods.

Returned products may be inspected before an exchange or refund is processed, subject to applicable consumer rights.

Nothing in our returns procedures limits the remedies available under consumer protection legislation.

13. Faulty Products and Manufacturer Warranties

We aim to supply products that are of satisfactory quality, fit for purpose and as described.

If a product develops a fault, please contact us with your order details, a description of the issue and photographs where appropriate.

We may need to inspect the product or obtain technical advice from the manufacturer to determine the cause of the problem.

Normal wear and tear, accidental damage and misuse are not normally manufacturing defects.

Manufacturer warranty conditions may be relevant to an assessment, but they do not replace or restrict your statutory rights against us as the retailer.

Depending on the circumstances, customers may be entitled to a repair, replacement, price reduction or refund under applicable consumer law.

14. Failed Deliveries and Incorrect Addresses

Customers are responsible for providing accurate delivery and contact information at checkout.

If a parcel cannot be delivered because of an incorrect address supplied by the customer, failure to collect the parcel or another avoidable customer-related issue, an additional delivery charge may apply if redelivery is requested.

Any additional charge will be explained before redelivery is arranged.

Where delivery fails because of an error by Hockey Factory Shop or our delivery provider, we will investigate and provide an appropriate resolution.

15. Lost or Damaged Deliveries

If a parcel is missing, delayed, damaged or appears to have been delivered incorrectly, please contact us promptly.

We may investigate the matter with the relevant courier and request information reasonably necessary to resolve the issue.

Delivery investigations and courier claim deadlines do not remove your statutory rights.

Responsibility for goods remains with us until they come into the physical possession of you or a person identified by you to receive them, except where the law provides otherwise.

16. Personalised and Customised Products

Certain products may be personalised or customised to a customer's specifications.

Where an item is made to your specifications or clearly personalised, the normal change-of-mind cancellation right may not apply.

Personalised products remain covered by your statutory rights where they are faulty, incorrectly supplied or not as described.

Please check personalisation details carefully before submitting your order.

17. Intellectual Property

The content of our website, including text, photographs, graphics, logos and other materials, may be protected by copyright, trademarks and other intellectual property rights.

You may use the website for normal personal shopping and information purposes.

You must not reproduce, distribute or commercially exploit protected website content without appropriate permission from the relevant rights holder.

Product names and trademarks belonging to manufacturers remain the property of their respective owners.

18. Privacy and Customer Information

We collect and process customer information in accordance with our Privacy Policy.

This includes information required to process orders, arrange deliveries, provide customer support and meet legal obligations.

Our website may use automated customer service tools to answer general enquiries, with staff assistance available where appropriate.

Please refer to our Privacy Policy for further information about personal data, cookies and customer rights.

19. Liability

Nothing in these Terms and Conditions excludes or limits liability that cannot lawfully be excluded or restricted, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability arising under applicable consumer protection legislation.

We are responsible for losses caused by our breach of these Terms and Conditions or failure to use reasonable care and skill where those losses were foreseeable.

We are not responsible for losses that were not foreseeable or that were not caused by a breach on our part, subject to applicable law.

Nothing in these Terms and Conditions affects your statutory remedies where goods are faulty, not as described or not delivered as required.

20. Governing Law

Hockey Factory Shop is operated from the United Kingdom.

These Terms and Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply in the customer's country of residence.

Nothing in this section removes any rights that consumers may have under applicable laws relating to jurisdiction or consumer protection.

21. Changes to These Terms and Conditions

We may update these Terms and Conditions to reflect changes in our business, services or legal requirements.

The latest version will be published on our website.

The terms applicable to an order will generally be those in effect when the order was placed, subject to applicable law and any changes expressly agreed with the customer.

22. Contact Us

If you have any questions about these Terms and Conditions or an order placed with Hockey Factory Shop, please contact:

Sci-Sport Ltd trading as Hockey Factory Shop

Email: shop@hockeyfactoryshop.co.uk

Postal address: