Returns & Refunds
Please check sizes, specifications and product details carefully before using or modifying equipment. Nothing in this policy affects statutory rights where goods are faulty, not as described or not of satisfactory quality.
Online change-of-mind returns
For eligible online purchases, you normally have 14 days after receiving the goods to tell us you wish to cancel, followed by a further 14 days to return them.
- The customer is responsible for the direct cost of change-of-mind return postage.
- We recommend tracked and appropriately insured return shipping for valuable equipment.
- Goods should be returned complete and in the same condition supplied, with packaging, labels and accessories where reasonably possible.
- If goods have been handled beyond what is reasonably necessary to inspect them and their value has been reduced, a reasonable deduction may be made to reflect that reduction in value.
Hockey sticks
Please check hand, flex, curve, length and model before using or modifying a stick. A stick cannot be returned for change of mind after it has been used, played with, cut to length or otherwise modified.
Composite sticks can break during normal play. A break during the first use does not by itself prove a manufacturing defect. If you believe a stick has failed because of a manufacturing fault, contact us with proof of purchase and photographs so the claim can be assessed. Cutting or modifying a stick may also affect a manufacturer's warranty. Statutory rights remain unaffected.
Skates: baking, sharpening and profiling
Please make sure you are satisfied with the size, model and fit before authorising any work. Once skates have been heat moulded/baked, sharpened, profiled, mounted, converted or otherwise altered for the customer, they cannot normally be returned simply because the customer changes their mind or decides they would prefer another size or model.
Where possible, try skates for fit before baking or sharpening. Genuine faults remain covered by statutory rights.
Mouthguards and hygiene products
Where the law permits, sealed hygiene products such as mouthguards may cease to qualify for a change-of-mind return once the hygiene seal or protective packaging has been opened. Faulty products remain covered by statutory rights.
Custom and personalised goods
Goods made to an individual specification or clearly personalised may not carry the normal change-of-mind cancellation right. This does not affect rights where the item is faulty or does not match the specification agreed with us.
In-store purchases
There is no automatic right to return an in-store purchase simply because you change your mind. For normal stocked goods, Puckin’ Go may accept an unused, unmodified, resalable item at our discretion with proof of purchase. Faulty-goods rights are unaffected.
Starting a return
Please contact Puckin’ Go before returning high-value equipment. Include your name, order number or proof of purchase, details of the issue and photographs where appropriate.
Contact
Telephone / WhatsApp: 07586 535143. The public @puckingo.co.uk email address will be added before launch.