Total-hockey is a UK based company and we comply with UK Consumer law. This includes the Distance Selling Regulations. We want to make your online shopping experience as easy as possible, so our policy allows you to make a return up to 30 days from receipt.
Total Hockey reserves the right to refuse a refund if the item(s) are returned in a non-saleable condition or are damaged and we reserve the right to withhold a percentage of the refund value of the item(s) if the packaging or product are in such a condition that the product needs to be reduced in price for resale.
If you are looking to exchange/return any item(s):
- They MUST be returned in an unused/unworn condition. i.e tags on clothing, shoes, bags etc.
- Sticks MUST undamaged with their manufacturers stickers, barcodes etc. still on the stick.
- All Club Clothing MUST be sent back to our Brentford Store.
The following cannot be returned or exchanged:
- Special offers where it is stated on the products description that no returns, refunds or exchanges are available against the listed product.
- Personalised or bespoke items e.g a player’s shirt or keepers smock with a printed name and/or number on it as well as any garments with club badges embroidered.
- Under garments including, base-layers etc.
We at Total-Hockey will only accept products that have been returned correctly (Left Image). If products come back in incorrect packaging or not carefully returned (Right Image) we will deduct 35% from the refund due to not being able to re sell the products and damages.
CLICK HERE FOR RETURNS PORTAL
If you wish to return an item for a refund, please return the item to us at the following address:
Total Hockey Returns
19 Bridge Street
With your product(s) return please fill out our RETURNS PORTAL and follow the instructions on screen to help you return your purchased items.
Please note that refunds can only be processed on the original payment method, we may need to contact you regarding this for orders placed over the telephone so please include all contact details on the returns portal.
We recommend that you return the goods through the Royal Mail where possible. If you are unsure please contact us on 028 4066 2684.
If you are wishing to exchange an item we suggest the best way to do this is if you return the item(s) you are wishing to exchange to the Total-Hockey Returns and mark them for a refund. We would then ask you to purchase the new items via the website.
We have found that this is the best and quickest way for exchanges to happen.
Hockey Stick Returns
We will NOT accept returns of any hockey sticks older than 6 months, EVEN if you have bought at the end of the season or have been injured for a long period of time and not played.
Please note that any refunds in currencies other than GBP (£) may be higher or lower than the original purchase price due to the current exchange rate on the day of refund.
We all hate when things go wrong, but sometimes these things just happen, and we want to help as much as possible, where possible.
If a product is repairable, it will be repaired and not replaced.
In the majority of such cases, once we receive the item(s) we will forward the item(s) to the relevant manufacturer for inspection.
Please note manufacturers can quote up to 28 days for repair of goods but we will keep you informed of its progress. If the item is not repairable, we will replace it free of charge, or offer a suitable alternative if this is not possible.
PLEASE BE AWARE that any previous season or 'special offer' hockey products returned are unable to be replaced with the current seasons model. A refund or suitable replacement will be offered instead.
Please note that we are unable to refund any returns carriage costs of more than £5.00 or carriage costs for any returned items outside of the UK.
Hockey Stick Breakages & Complaints
Manufacturers will only replace sticks that are obviously faulty and have failed very early in their usage - usually the first few weeks.
Wear to the head is a feature of modern hockey and manufacturers cannot and will not replace sticks for this reason.
Damage inflicted on a stick from clashes with other sticks is not a cause for complaint as it is part of the nature of the game.
A well used or worn stick showing clear signs of damage having been inflicted on it through abuse or general play will NOT be replaced.
The following list is not covered and are not suitable for returning a stick:
Paintwork, chips or scratches, nicks, "invisible cracks", unraveling grip, cracks in the label, worn stick heel, loose particles inside the composite's interior, rattles, vibration, or any other result of normal use. These problems will not affect play of the stick.
In the event of loose particles and rattles inside of the stick; this can usually be resolved by removing the end cap of the hockey stick and shaking the particles out.
REVERSE EDGE HITTING DAMAGE
While the FIH (International Hockey Federation) rules allow reverse edge hitting, the warranties from the manufacturers DO NOT cover this type of damage. If you hit the ball with this area of the stick, you do so entirely at your own risk.
We are unable to offer a replacement or refund for damage caused by hitting the ball with either edge of the hockey stick.
As always you are strongly advised to retain your receipt or order confirmation so that we can establish the exact age of the product. Some suppliers will request this, or some other form of proof of purchase when a stick is returned.
Customised Product Return
That we as Total-Hockey cannot accept the return of a customised product as it cannot be re-sold. By accepting the Terms and conditions of the customisation you have made sure that the size, colour and type of garment is correct.
Only damaged products can be taken back, if the damage is legitimate. If damage has occurred please fill out the RETURNS PORTAL and state that your product has been damaged, and follow the instructions on the screen.
You can also contact the Total-Hockey Team immediately at either firstname.lastname@example.org or call on 028 4066 2684.