Returns FAQ support page:

Returns Made Easy!

If you are not 100% satisfied with your purchase, return it! As long as your return meets our Return Guidelines, there’s no need to contact us for return authorization.

Need to return an item? Click here to get started.

Return Guidelines:

  • 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 locations for a full refund. Please make sure to bring all of 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 products from the following categories:
      • Hockey sticks, Hockey shafts, Replacement stick blades, Lacrosse heads
        • These products must be sent directly to the manufacturer for a warranty claim
      • 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 returned.

How To Return Your Order:

Returning Your Purchase By Mail

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 other returns 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 $9.99 to cover the costs of return shipping.

*If you were enrolled in the Breakaway Rewards program prior to September 2017, you may be eligible for certain return shipping benefits. Click here to learn more.

Membership

As a Breakaway Rewards member, you are eligible for Free Return shipping through 9/12/2018. If you return an item according to the returns process outlined below, the $9.99 return shipping fee will automatically be waived – there’s nothing you need to do. If you have any questions, please contact our Customer Service team at 866 787 3462 or customerservice@purehockey.com

  1. Log in to your account to print your prepaid return shipping label.
  2. Click "Need to return an item?"
  3. Click "Request Return label".
  4. Within ten minutes, you will receive an email directly from UPS with a printable UPS label.
  5. Print your label and follow the instructions with the label.
  6. 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 and drop the box off at any UPS location.
  7. 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.

All Other Orders:

  1. 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.
  2. 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.
  3. The address for returns is: Pure Hockey
    Attn: Returns
    89 Cross St.
    Holliston, MA 01746
  4. 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.

FAQs

I want to exchange an item for a different size, how do I complete an exchange?
To expedite the process, exchanges are handled similarly to refunds. We issue a refund upon receipt of product, and you place a new order for the desired product at any time. Please follow the procedure listed above to return.
What should I do if I have a broken composite stick?
Warranty claims for broken composite sticks are handled directly by the manufacturer. Please visit the manufacturer's website for more information on how to initiate a warranty claim. Bauer composite sticks, if damaged during normal play, may be returned to Bauer directly within 30 days provided the customer has a valid receipt with the warranty sticker attached. Per Bauer’s warranty policies, only one Bauer replacement stick will be given as a warrantied exchange per composite stick purchase.
How many days do I have to return an item?
You can return any unused product at any time. If you are not 100% satisfied with the performance or fit of any used item, return it with a receipt within 30 days for a full refund.
How long do I have to access a return shipping label via my online 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 for instructions on how to return your item.
Can I return my online purchase to one of your retail stores?
Yes. Please bring a copy of your packing slip or receipt with you.
Do I need to pay for return shipping?
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 $9.99 to cover the costs of return shipping.

*If you were enrolled in the Breakaway Rewards program prior to September 2017, you may be eligible for certain return shipping benefits. Click here to learn more.

Membership

As a Breakaway Rewards member, you are eligible for Free Return shipping through 9/12/2018. If you return an item according to the returns process outlined below, the $9.99 return shipping fee will automatically be waived – there’s nothing you need to do. If you have any questions, please contact our Customer Service team at 866 787 3462 or customerservice@purehockey.com

  1. Log in to your account to print your prepaid return shipping label.
  2. Click "Need to return an item?"
  3. Click "Request Return label."
  4. Within ten minutes, you will receive an email directly from UPS with a printable UPS label.
  5. Print your label and follow the instructions with the label.
  6. 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 and drop the box off at any UPS location.
  7. 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.
I have used or worn the product, can I still return it?
Yes! If you are unsatisfied with a product, you have 30 days to return it for a full refund, excluding hockey sticks, hockey shafts, replacement stick blades, lacrosse heads, jocks, custom items and apparel.
I have baked and/or sharpened my skates. Can I still return them?
Yes, within 30 days.
When returning an item, will I be refunded my shipping cost?
Shipping costs are non-refundable.
When will I see my refund?
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.