Can I return my product?
You are welcome to return products that are unwanted at no extra cost to you given the below.
- The product(s) is undamaged and unused with all labels and stickers attached.
- The product(s) is in it's original packaging which must be undamaged, in its original condition and all seals intact (where applicable)
- Not missing any parts or accessories
- You arrange your return within two weeks of you receiving your order.
Items will be inspected upon arrival and the client will be notified if their items qualify for a refund or exchange. Refunds will be processed within two working days and may be subject to bank processing delays of up to seven business days. Transport costs for the item(s) will be the responsibility of the client in such a case. Should it be necessary, Planet Hockey can arrange for a collection of the goods, the cost of which will be deducted from the refundable amount.
Can I exchange for a different item?
We will happily exchange any product for a bigger / smaller size if such a variant is available. In such a case, we will arrange for a collection of the original order from you - at no extra cost to you - and once we receive the item(s), we will inspect the products to ensure they they comply with the above stipulations. Should everything be in order, we will send off the new item(s) as described in our delivery policy.
Not what you ordered?
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website (or if it is missing any accessories), please notify us immediately and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will - at your choice - deliver the correct product to you as soon as possible (if the correct product is available); or refund you for the original purchase price, as described by our refund procedure below.
My product arrived damaged, what now?
Should you receive your order and the item(s) are damaged, please let us know immediately by getting in touch with us either via email or by giving us a call. Please be sure to have your order number on hand.
We will arrange to collect the product(s) from you at no charge. Once we have inspected the product(s) and validated your return, we will, at your choice, repair / replace the product as soon as possible (if such repair / replacement is possible) or refund you with the original purchase price of the product. Refunds are normally handled within 2 days of logging the return (bear in mind that refunds can take 1-4 working days to reflect in your account). Repairs and replacements could take longer, depending on parts / replacement availability.
Can I return a defective item?
We strive to deliver products that are of a high quality and without any defects.
What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will not be regarded as defects
- faults resulting from normal wear and tear.
- damage arising from negligence, user abuse or incorrect usage of the product.
- damage arising from a failure to adequately care for the product.
- damage arising from unauthorized alterations to the product; and
- where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
Will I be charged for a return or exchange?
If you return a defective product to us, but you fail to return all of the accessories that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and only to credit or refund you in respect of the returned item.
If you return items to us by mistake, and you want these returned to you, you may be liable to reimburse Planet Hockey for the cost of having the product returned to you.
If you return a product that does not comply with this policy, you may be liable to reimburse Planet Hockey for the cost of collecting the product from you and the cost of having the product returned to you.
Please note that shipping fees are non-refundable