Returns and Warranty Policy

Returns Policy

For purchases under 14 days old, we will exchange the faulty item at our expense. 

Please e-mail: kyle@otterhockey.co.uk with your order number and daytime contact number so we can arrange an exchange delivery.

If you are unhappy with your stick then you have 14 days from the day of receipt, to return it without any cosmetic change, to the return address, using the original box.

In the result of a return, the customer is required to cover shipping and packaging costs. We will advise you as to where to generate your shipping label. Shipping costs will not be refunded in the result of a refund is authorised. 

Warranty Policy

All sticks come with a 3-month warranty from the date of purchase. If an item is delivered faulty or becomes faulty through normal use within three months, then we will replace it for free. 

What is not covered under warranty

  • Wear to the head is a feature of modern hockey and we 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 the 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, our warranty does 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. Reverse hitting damage starts by hitting the rounded side of the stick through not using the proper technique.

Can we find out what really happened to a hockey stick breakage?

How can we do this?

We have a dedicated team of material scientists who make our equipment. They understand how materials react to different kinds of stresses.

 

They can do this by looking at the equipment through either a traditional mirrored microscope, the naked eye or by taking samples of the material in the affected area and using a scanning electron microscope. 

How the warranty works

For purchases over 14 days old but less than 3 months old please send back the item to the address below, along with a covering letter stating the fault, your order number, and your daytime contact number. Please retain any proof of posting, receipt or tracking number for any item returned as we cannot accept responsibility until a member of our staff has signed for receipt of the goods.

Where to send your return to

Sundown House

Twyford Gardens

Banbury

OX17 3JJ

UK

Clothing

Clothing is not covered under warranty. However, we are happy to exchange any clothing if it does not fit you. We are also happy to refund you the price of the garment(s) (not the shipping cost) after we receive it back. Returns are accepted within 30 days of receipt of the garment(s) if you do not like the garment.

Chamois Grips

Returns for chamois grips are accepted within 30 days of receipt of purchase, as long as the chamois is not used at all and has no cosmetic wear and tear. We will require photographic evidence of this before a return is accepted. If the refund is accepted, we will refund you the full cost that you paid for the chamois grip(s) but not the shipping cost.

Bags, Gloves and Shinpads

Returns for bags, gloves and shinpads are accepted within 30 days of receipt of purchase, as long as they are not used at all and have no cosmetic wear and tear. We will require photographic evidence of this before a return is accepted. If the refund is accepted, We will refund you the full cost that you paid for the bag and or glove, but not the shipping cost.

©2020 Otter Hockey, established 2018.

Sundown House, Twyford Gardens, Banbury, OX17 3JJ, UK

+44 7985278559

Otter Hockey Ltd registered trademark: UK00003374172

Otter Hockey Ltd Registered Company Number: 12640468