How Do I Return My Product
Any online purchase you make can be returned for a refund, store credit, or exchange at any of our retail store locations as long as it meets the Return Guidelines below.
Need to return an item, but not near a store, no problem!
- Use the no-hassle return shipping label included in your original package or click here to access your Pure Hockey customer account to generate a return shipping label.
- Please note that $8.99 will be deducted from your refund when using either the return shipping label included in your original package or a return shipping label printed from your purehockey.com account
Returning Your Purchase by Mail
Carefully repackage your order and attach the no-hassle return shipping label that was included in your original order. You can also access a return shipping label through your Pure Hockey customer account.
Return shipping labels for customers with a Pure Hockey account can only be accessed within 90 days of the purchase. If your purchase was made over 90 days ago, please refer to the “All Other Orders” section below for instructions on how to return your item.
Please note that you are responsible for the cost of return shipping*. You will not be asked to submit any payment information for the return shipping label. Rather than pay an additional fee, your refund will be deducted by $8.99 to cover the costs of return shipping when using either the return shipping label included in your original package or a return shipping label printed from your purehockey.com account.
Return shipping labels are only available to customers in the continental United States. Customers in Alaska, Hawaii, and outside of the United States are responsible for their own shipping.
ALL OTHER ORDERS:
- Box up your item(s) and include either a copy of your email confirmation or the packing slip that came with your original order in the box.
- You can then return the item via any shipping carrier of your choosing. We recommend utilizing a shipping service that provides package tracking to ensure the safe arrival of your package to our warehouse.
- The address for returns is:
89 Cross St.
Holliston, MA 01746
- Please allow up to three business days from the date of receipt at our warehouse for returns processing. Once the return is processed, it may take up to 14 business days for your credit card company to post the refund to your account.
- Unused Items
- Unused items have an unlimited returns window. For a product to be considered unused, it must:
- Be in its original packaging
- Show no scuffs, stains, dirt, or other marks that would indicate use
- Still be in the same condition in which it was purchased
- Used Items
- Most used items may be returned within 30 days, with a few exceptions (see “Used Items – Exceptions” below)
- Any online order can be returned to any of our retail store locations for a full refund. Please make sure to bring all the items you’d like to return, as well as the receipt for the order, and a copy of your order confirmation email or a packing slip with you to the store to allow the return to be processed as quickly as possible
- Used Items - Exceptions
- The used items return policy does not apply to the prodcuts from the following categories:
- Hockey sticks*, Hockey shafts*, Replacement stick blades*
- Jocks & Apparel
- Since the items are personal in nature, we cannot accept returns of jocks or undergarments.
- Custom Merchandise
- Custom merchandise of any kind cannot be returns
If You Have Received The Wrong Product
Although we do our best to prevent them, occasionally mistakes are made. We apologize for any inconvenience. Please call Customer Service directly at 866.787.3462 and we will provide you with a return shipping label and do our best to get you the appropriate item ASAP.
If you received your order and need to exchange it, please contact Customer Service at 866.787.3462. If you would like to exchange an item for a different one, please see the How Do I Return My Product section above. You are best served to return your product for a refund and place another order for the product you would rather have. Please note that it takes us 2 to 3 business days to process exchanges once they have arrived at our Distribution Center.
Can I Return My Order To A Retail Location?
Yes, you can return any order to your local retail location. Be sure to bring a sales receipt, packing list or email order confirmation when you go to the store. Please keep in mind that our retail locations cannot refund PayPal or Amazon orders.