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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 Grays Hockey web site please click here so you can manage the returns process on-line. 

Warranty Periods

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.


Returns Procedure

Your Retailer

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 decisions made.

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.

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» Returns Form Get PDF Reader

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.

Timescale

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.

Contact Us

If there is anything you are unsure about please do not hesitate to email us at
Grays Hockey Sales or Grays Hockey Returns or by writing to us at


Grays Hockey Returns,
Station Road,
Robertsbridge,
East Sussex,
TN32 5DH