Returns & Exchange
If you are not completely satisfied with your purchase you can return it within 14 days of delivery and claim your purchase price back. The product must be returned complete and in original condition to receive the full refund. Postage will not be refunded (unless Go Hockey have stated otherwise). Products ordered online can be returned to a store as long as receipt is accompanied with it.
To return a product carefully package it up as the goods are your responsibility until they reach our warehouse, enclose the Returns Form (Fill this in with as much detail as possible), affix the correct postage and send it to:
Go Hockey Returns,
38B Tawa Street,
Exchange Product - Returns
You can also exchange your item within 30 days, as long as the item you wish to exchange for is in stock and the price is the same price at which you bought the original product. No customer damaged or worn products will be accepted back for refund or exchange. If the product is a different price Go Hockey will find the best way of resolving the issue and satisfying your order.
If the items that are shipped are different than the product that are included in the order confirmation, we will exchange them and reimburse you for the shipping charges that you incur when you send back the incorrect merchandise. We will ship out the correct replacement product immediately once we receive the product.
If the product that you receive are the same as the product that are included in the order confirmation, but are different than what you intended to order or they do not fit, we will still exchange them for you, but we will not reimburse you for your shipping charges.
Please check in the shopping cart and the order confirmation that you receive by email, that the order includes the product, quantities, colours, sizes or other variations that you intended to order. If you realize that there is a mistake in your order, please contact us immediately on firstname.lastname@example.org, so that we can stop and correct the order before it is shipped, or take other corrective measures if the order has been shipped already.
Faulty Product - Returns
Please contact us directly for authorisation prior to returning any potentially faulty goods. Companies have strict but fair guidelines in relation to warranty claims on products. Go Hockey deals with companies that follow the guidelines in line with our industry. We are legally bound not to commit a supplier to a warranty claim unless it has been prior inspected and authorised for replacement by that company. Warranty may vary between full or part claim depending on the nature of the fault. Companies reserve the right to repair products under a warranty claim. Warranties cover manufacturing faults within 60 days of purchase; they must accompany a receipt with date of purchase. It is important to note that the warranty does not cover wear and tear in the playing of the game, misuse or abuse, chipping, and or cosmetic changes that do not affect the playing functionality of the product.
If you believe the product to be faulty or not to your satisfaction please follow the procedures set out:
- Contact Go Hockey and explain why you think the product might be faulty and why you wish to return the item. To speed up the process it is advised to have photographic evidence of the fault and to let the Go Hockey Support Team have an initial look at the product concerned. Once this is complete the process of arranging the return to us can be set up.
- (a). If the product is of small or medium size (Hockey Sticks and bags fit into this category) we require you to send the item back (complete returns form & send to address above) or drop into your local Go Hockey Store.
(b). If the product is of a large size (GK equipment, bulk items etc.) you can return to your closest store or we will arrange with the customer, either to return the item by post at our expense or arrange collection for the item. This will be determined once contact is made with the customer.
- If Go Hockey finds the product to have fault we shall refund the amount the product was purchased for. The postage for the item will be refunded or paid by Go Hockey initially. If no fault is found with the product we would seek reimbursement for postage costs.
We encourage before sending any items back to contact us. We can then assess the problem and pictures to decide if the product needs sending back.
Hockey brands and manufacturers will only replace sticks that are clearly faulty from a manufacturing problem and have failed in early usage. Generally problems occur in the first few weeks. Wear to the head is not part of the warranty and is an inescapable part of the modern game on synthetic surfaces. Manufacturers will not exchange for wearing of the head, breakages from stick clashes or sticks that are well used with obvious signs of damage. Warranties do not cover damage to the stick from LBZ/Tomahawk shots. Customers must follow returns policy prior to complaint for assessment.