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Starting A New Return:

We aim to process all returns as quickly as possible, however please allow between 3 to 5 working days for any return to be actioned once received. If you require a replacement size or alternative product urgently, we recommend returning your original item to us for a refund and re-ordering the new item separately.

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Exchanges

Exchange Policy:

  • We accept exchanges.
  • Where a customer is exchanging for an alternative item, any difference in cost will be charged or refunded as appropriate.
  • Items returned to us for an exchange must be in a sale-able condition.
  • We do have the right to refuse an exchange where items have been clearly used or damaged.
  • We cannot exchange personalized items, such as smocks.
  • We are unable to dispatch replacement or exchange items before we have received the returned item.
  • Customers are responsible for the return postage costs.
  • A new shipping cost will be charged for all exchanges. This will be done via a payment request.
  • We recommend that items are returned using a tracked delivery service. This will help you ensure the item is received by us.
  • When returning shoes, please treat the shoe box as part of the product. We advise customers to use a layer of outer packaging, i.e. a parcel bag, to help prevent damage to the box.


Returns

Returns And Cancellation Policy:
  • The customer has the right to cancel an order they have received if we are notified within 14 days of receiving the order.
  • The customer then has 14 days to return the goods to us.
  • You can notify us of this by e-mail and by completing the returns form via the "CLICK HERE" banner above . If an order is cancelled, the item(s) will have to be returned by the customer, at the customers cost, to the following address:
  • Factory Shop Group
    PO BOX 8029
    Leicester
    LE3 7AB

  • Postage and packing costs are not refundable.
  • We do not accept returns for personalized items, such as smocks.
  • We are unable to dispatch replacement or exchange items before we have received the returned item.
  • NOTE: Items must be returned to us in a sale-able condition. Items not returned in a sale-able condition can be rejected.
  • We do not reimburse return postage costs.
  • When returning faulty or incorrect items we can reimburse up to £6.00 in postage costs. For this, a receipt of postage must be provided.
  • INTERNATIONAL ORDERS: No postage is refunded for returned items from outside the UK unless agreed in advance.
  • We aim to process refunds within 3-5 working days. Please note that refunds can potentially take an additional 1-2 working days to appear in your account

Returned Goods
  • We recommend that all returned goods are returned using a tracked delivery service, so that there is proof of delivery back to us.
  • The customer is responsible for any returned goods until they are delivered to us. All goods must be returned in a sale-able condition.
  • We do not reimburse return postage costs.
  • When returning faulty or incorrect items we can refund up to £6.00 in postage costs. For this, a receipt of postage must be provided.
  • Faulty items will need to be assessed before we can process an exchange or refund.
  • When returning shoes, please treat the shoe box as part of the product. We advise customers use another layer of outer packaging, i.e. a parcel bag, to help prevent damage to the box.

Faulty / Defective Goods
  • Products will be professionally inspected by one of our in-house specialists and where necessary passed onto the manufacturer before a judgement is made.
  • If the damage to the product is deemed accidental or natural wear and tear, then the item will be returned to the customer. If the inspection reveals any fault of the manufacturer then you will receive an exchange or full refund as per your RMA slip. If a product is deemed faulty, we will also reimburse you with postage costs, up to £6.00, should a receipt be included. This amount will be reviewed where a faulty stick has to be returned and is actually deemed faulty, as we are aware that sticks can incur higher postage charges.
  • Some items may take longer to inspect as communication with the manufacturer may be required.
  • We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible. Please note, for hygienic reasons all faulty items must be clean, dry and free from dirt and mud as we reserve the right to refuse to inspect any item if they are deemed to be too dirty or wet.



Hockey Sticks - What is not covered
  • Wear to the head is 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.
  • NOT COVERED: chips, scratches, nicks, invisible cracks, unravelling grip, cracks in the label/end cap, worn stick heel, or 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.
  • A Composite stick is made to hit field hockey balls, nothing else. Don't hit stones, rocks, other player's sticks (that's called hacking), or anything hard that isn’t a hockey ball. It will cause your stick to chip and bring down the total performance of your stick.
  • Play on grass or turf, not on dirt, not in the street, not on a tennis court, not in the parking lot, or any abrasive surface. It will grind down your stick and destroy it in no time at all.
  • 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.



Customs Charges
  • Please note that customs charges will not be refunded if you cancel and return your order. It is the customers responsibility to investigate locally any customs charges before importing goods.
  • If you cancel your order by refusing to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) you will be responsible for any customs fees or postal charges incurred by the retailer. Any charges such as this due to a package being refused will be deducted from your merchandise refund.



Failed Delivery
  • Different couriers have different policies on how many delivery attempts they will make and how long they will hold a parcel.
  • Some deliveries may require a signature. It is advisable that recipients keep an eye on their emails/texts for delivery information from ourselves (dispatch notification) and the couriers (delivery times) to avoid failed deliveries
  • While placing your order, please check carefully when entering your address and contact details as incorrect details can delay delivery.
  • If the courier ultimately cannot deliver the parcel after exhausting all their delivery attempt policy options, the parcel will be returned to us.
  • Once a parcel has been returned to us, we are happy to resend it, however further postage charges will be incurred by the customer to send it out again.
  • Even if your order initially qualified for free delivery, this will only apply for sending the parcel out once, therefore postage will be charged for resending the parcel.
  • We will send a payment request for the postage and as soon as it has been paid, the parcel will be reshipped.