Returns & Shipping

Refund & Return Policy – HCKY

Last updated: July 2026

At HCKY, we want every customer to be satisfied with their purchase. Because many of our products are created specifically for hockey players, clubs, and teams, some items are made to order or personalised. This policy explains when returns, exchanges, and refunds are possible.

1. General Return Conditions

Products purchased from HCKY may be returned only if:

• The return request is made within 14 days after receiving the order.
• The product is unused, unworn, unwashed, and in its original condition.
• All original labels and packaging are included.
• The customer provides the order number or proof of purchase.

Items that show signs of use, washing, damage, or alteration cannot be accepted for return.

2. Personalised & Custom Products

Due to their personalised nature, the following products are not eligible for return or refund:

• Products with custom names, numbers, initials, logos, or designs.
• Club/team apparel produced specifically for an order.
• Made-to-order products.
• Products customised according to customer specifications.

This includes, but is not limited to:

• Custom hockey shirts
• Team hoodies
• Personalised jackets
• Printed caps
• Sponsor apparel

A refund or replacement will only be offered if the product contains a manufacturing defect or if HCKY made an error during production.

3. Size Exchanges

For non-personalised clothing, HCKY may offer a size exchange if:

• The request is made within 14 days.
• The product is unworn and in perfect condition.
• The requested replacement size is available.

Return shipping costs are the responsibility of the customer unless the incorrect item was sent or the product is defective.

4. Defective or Incorrect Products

If you receive a product that is:

• Damaged during production or delivery;
• Different from the ordered product;

please contact us within 7 days after delivery with:

• Your order number;
• Photos showing the issue;
• A description of the problem.

After verification, HCKY may offer:

• A replacement product;
• A repair where possible;
• A refund if replacement is not possible.

5. Refund Process

Approved refunds will be processed using the original payment method.

Refunds are issued after:

• The returned product has been received;
• The product has been inspected;
• The return has been approved.

Processing times may vary depending on the payment provider.

6. Delivery Costs

Original delivery costs are non-refundable unless:

• The wrong product was delivered;
• The product arrived damaged;
• HCKY made an error in processing the order.

Return shipping costs are paid by the customer unless the return is caused by an error from HCKY.

7. Club & Bulk Orders

For team, club, school, or corporate orders:

• Orders are considered final once production has started.
• Changes or cancellations cannot be accepted after approval of the final design or production confirmation.
• Individual returns are not possible for personalised team products.

HCKY recommends customers verify:

• Sizes;
• Names;
• Numbers;
• Logos;
• Colours;
• Design approvals

before production begins.

8. Contact

For any return or refund request, please use the contact form.

Please include your order number and a description of your request.

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HCKY reserves the right to update this refund policy when necessary. The applicable policy is the one published at the time of purchase.