Returns From Retailers Help Page
In the unfortunate situation of return being necessary, we aim to resolve
the issue as quickly as possible.
The information in this section is designed to clearly explain our general
returns procedure and policy with the intention of providing the quickest
route to resolution for you.
If you have purchased directly through the
web site please
so you can manage the returns process on-line.
Generally speaking goods that have seen regular significant use over a
season or that are more than 6 months old are usually considered to be
outside of the warranty period.
Some special circumstances may also apply to some items, please read
the information supplied with the products very carefully and check
terms and conditions at purchase.
We operate a fair wear and tear policy and in some cases goods within
the warranty period maybe considered to have endured a fair level of use.
For example, a keen committed player, playing and training several times
a week may wear through kit inside generic warranty periods without any
material or manufacturing fault being present.
Goods damaged through heavy use, mis-use or inappropriate product care
would not be considered valid for warranty claim. Goods displaying
levels of wear / fatigue / deterioration proportionate to usage level
and conditions of play would also be exempt from warranty claim.
Before any offer of action can be made all returns must be examined
by us first hand to verify a fault is present.
Goods displaying a material or manufacturing fault that you feel may
be valid for a claim, should be returned according to the procedure below.
This should always be your first port of call. The staff you deal with
may have some personal familiarity with the situation or yourself and
essentially it is with the retailer that your contract of sale stands.
They may be able to offer you some in store action to resolve very
quickly or offer useful advice. Where necessary they may return the
item to us for examination on your behalf.
Please note that retailers are totally independent from us and as such
we are unable to interfere with their returns procedures, policies or
Directly to us
If you have purchased from outside the UK,
or wish to return from outside the UK we are unfortunately unable to
help directly. You should be able to approach your vendor / retailer
and seek resolution according to their procedures, policies and
relevant consumer law.
If you have a new item you wish to exchange
(e.g. need a different size, colour preference change etc.), this must
also be returned via your retailer . We are unable to offer exchange
for un-used goods purchased through third parties.
If you are unable to return fault claim through your retailer, you can
return it to us directly. You will need to return the item with
proof of purchase (shop receipt or card / bank statement showing the
purchase) and details of why you are unable to make the return through
your place of purchase.
Please print off this returns form and include it in the package.
If you are unable to print this form please ensure a cover letter
covering all the fields is included instead.
If examination reveals a material or manufacturing fault, we will be
able to offer like for like replacement (or equivalent where stock is
not available).  Please note that
we do not offer cash refunds for products or return postage.
This can vary depending on the type of item returned and the action we
need to take, although you will normally receive contact from us
explaining our examination and findings or a replacement/repaired item
within 7-14 days of delivery to us.
We do not confirm receipt as part of our booking in process.
This is so we can focus our efforts on speeding the matter to
conclusion to minimise inconvenience.
If you have not heard from us within the 7-14 day time period you are
welcome to contact us for an update. It may be worth considering
using a tracked postage service so you can confirm delivery details
with your courier.
If there is anything you are unsure about please do not hesitate to email us at
Grays Hockey Returns,
Grays Hockey Sales
Grays Hockey Returns
or by writing to us at