Refund policy
Returns and Exchange Policy
At The Hockey Shop, we stand by the quality of our products and want you to be completely satisfied with your purchase. If you need to return or exchange an item, we’re here to help!
Eligibility for Returns
We accept returns under the following conditions:
- The item must be unused, in its original condition, and in the original packaging.
- Returns must be initiated within 7 days of receiving your order.
Non-Returnable Items
The following items cannot be returned:
- Custom or personalised items.
- Underwear, compression gear, groin protectors and mouthguards.
- Clearance or sale items (unless faulty).
- Used or damaged items not caused by a manufacturing defect.
How to Initiate a Return
- Contact Us: Email us at admin@thehockeyshop.co.nz with your order number and details of the item you wish to return.
- Return Authorisation: We’ll provide you with a return authorisation and instructions on where to send your item.
- Ship Your Item: Send the item back to us using a trackable shipping method. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Refunds
- Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 7 days and issued to the original payment method.
- Shipping costs are non-refundable unless the return is due to our error.
Exchanges
- If you need to exchange an item for a different size, colour, or product, follow the same steps as initiating a return.
- Once we receive the returned item, we will process the exchange and ship the replacement item.
Faulty or Incorrect Items
If you receive an item that is faulty or not what you ordered:
- Contact us at admin@thehockeyshop.co.nz within 7 days of receiving the item.
- We will arrange for a replacement or refund, including covering any shipping costs for the return.
Important Notes
- The Hockey Shop is not responsible for lost or damaged returns during transit. Please use a trackable shipping method.
- Refunds or exchanges may take additional time during peak periods.
- Sticks are guaranteed against breakage for three months from receipt of purchase. This warranty does not apply to normal wear and tear, improper use or handling, damage resulting from stick clashes, or any cosmetic alterations that do not impact the product's performance.
If you have any questions about our Returns and Exchange Policy, please don’t hesitate to reach out to us at admin@thehockeyshop.co.nz or +64 21 022 44 212. We’re here to help!