Your Guide to Hassle-Free Shopping and Peace of Mind

Overview

At Hockey Life HK, we are committed to ensuring our customers are completely satisfied with their purchases. We understand that sometimes an item may not meet your expectations, or circumstances may change. This Refund and Returns Policy outlines your rights and our obligations regarding returns, exchanges, and refunds. Please read through this document carefully to understand how we strive to make your online shopping experience risk-free and convenient.

Eligibility for Returns

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Several types of goods are exempt from being returned due to hygiene or safety reasons, or if specified as non-returnable at the time of purchase.

• ·         Return Period: You have 7 calendar days from the date you receive your item to initiate a return.
• ·         Condition of Goods: Items must be unworn, unused, unwashed, and undamaged, with all original tags attached and in their original packaging.
• ·         Non-Returnable Items: Certain items are non-returnable, including but not limited to perishable goods, intimate or sanitary products, custom-made or personalized items, lesson credits, and gift cards.
• ·         Proof of Purchase: To complete your return, we require a receipt or proof of purchase.

How to Initiate a Return

To initiate a return, please follow these steps:

• ·         Contact our Customer Service Team at info@hockeylife.hk within 7 days of receiving your item.
• ·         Provide your order number, the item(s) you wish to return, and the reason for the return.
• ·         Our team will review your request and, if approved, provide you with a Return Authorization Number (RAN) and instructions for shipping the item back to us.
• ·         Pack the item securely and include the Return Authorization Number inside the package.
• ·         Ship the item to the return address provided by our team. Please ensure you use a reputable shipping service with tracking capabilities. We are not responsible for items lost in transit.

Return Shipping Costs

• ·         If the return is due to our error (e.g., you received a defective or incorrect item), we will cover the cost of return shipping.
• ·         If the return is for any other reason (e.g., changed your mind, ordered the wrong size), you are responsible for covering the return shipping costs.
• ·         Original shipping charges are non-refundable unless the return is a result of our error.

Refunds

Once your return is received and inspected, we will send you an email notification to let you know we have received your returned item. We will also notify you of the approval or rejection of your refund.

• ·         Approved Refunds: If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 30 business days.
• ·         Partial Refunds: In certain situations, only partial refunds are granted (if applicable), such as for items not in their original condition, items damaged or missing parts for reasons not due to our error, or returns initiated after the stated return period.
• ·         Late or Missing Refunds: If you haven’t received a refund yet, please check your bank account or contact your credit card company, as it may take some time before your refund is officially posted. If you have done this and still have not received your refund, please contact us at info@hockeylife.hk.

Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product, contact us at info@hockeylife.hk with your order details. In some cases, we may be able to offer exchanges for different sizes or colors, subject to product availability.

Non-Returnable and Non-Refundable Items

Certain products are exempt from being returned or refunded, including:

• ·         Gift cards and vouchers
• ·         Downloadable software products or digital goods
• ·         Personalized or custom-made items
• ·         Perishable goods (such as food, flowers, newspapers, or magazines)
• ·         Intimate or sanitary goods
• ·         Health and personal care items
• ·         Sale items or items marked as non-returnable at the time of purchase
• ·         Lesson credits

Damaged, Defective, or Incorrect Items

If you receive an item that is defective, damaged in transit, or not what you ordered, please contact us immediately at info@hockeylife.hk with your order number, a description of the issue, and clear photos of the item and packaging. We will arrange for a replacement or refund as swiftly as possible.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you or sent via email.

International Returns

If you are returning an item from outside Hong Kong, please be aware that you are responsible for any return shipping costs, duties, or taxes incurred. The timeline for international returns and refunds may be longer than for domestic orders.

Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible. If your order has not yet been processed or shipped, we will issue a full refund. If the order has already been shipped, please follow the return procedures outlined above.

Contact Information

If you have any questions about our Refund and Returns Policy, please contact us at:

• ·         Email: info@hockeylife.hk
• ·         Phone/ WhatsApp: +852 53653965

Policy Updates

We reserve the right to update or modify this policy at any time. Changes will be posted on this page with the updated effective date. It is your responsibility to review this page periodically for any changes.

Thank you for shopping with Hockey Life HK. Your satisfaction is our highest priority, and we are always here to help you with any questions or concerns regarding your purchase.