Direct returns policy for 3rd party purchases
If you purchased a Grays Hockey product from a shop or from another website (i.e. a website other than Grays-Hockey.com) then your return must be made directly with the shop you purchased from.
We do not accept returns for products purchased from other retailers or other websites.
Please note that retailers are independent of Grays Hockey and as such we are unable to interfere with their returns procedures, policies or decisions made.
INTERNATIONAL CUSTOMERS OR ITEMS PURCHASED WHILE ABROAD
If you have purchased from outside the UK, unfortunately, we are 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 an exchange for un-used goods purchased through third parties.
WHAT IF I CAN'T RETURN THROUGH THE RETAILER?
If you are unable to make a returns claim through your retailer, Grays Hockey may be able to help where the following process is followed and the required information is provided.
Please note that where a product fault is verified after receipt and assessment, we would not be able to offer cash compensation for the item or shipping, but may be able to offer like for like replacement (or equivalent depending on stock availability) or a discount code/voucher to use on our website.
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 to the below address.
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.
Returns and Repairs Dept
Unit C, Brook Way
Ivyhouse Lane Industrial Estate
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 a conclusion to minimise inconvenience.
If you have not heard from us within the 7-14 day time period you are welcome to contact us at email@example.com for an update. We always recommend using a tracked postage service so you can confirm delivery details with your courier.
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.
Specialist items designed for short-term high-performance use may have significantly reduced periods available for consideration of fault claims (such as match quality hockey balls).
Special circumstances 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 may be 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, misuse 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 a 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.
If there is anything you are unsure about please email us at firstname.lastname@example.org