Returns & Refunds Policy
Last updated: July 2026
This Returns & Refunds Policy applies to all purchases made through www.teamphc.co.uk.
At Team PHC, we want you to have complete confidence in your purchase. If something isn't right, we'll do everything we can to resolve it quickly and fairly. This policy explains our commercial returns process and sits alongside, without affecting, your statutory consumer rights.
Your statutory rights
UK customers
Under the Consumer Rights Act 2015, you are entitled to a full refund for faulty goods reported within 30 days of delivery. You also have the right to cancel eligible online orders within 14 days of receiving them under the Consumer Contracts Regulations 2013.
EU customers
If you are purchasing from within the European Union, you benefit from a two-year statutory guarantee of conformity and a 14-day cancellation period under the Consumer Rights Directive.
Nothing in this policy limits or replaces your statutory rights.
Returns
We offer a 30-day returns period from the date of purchase, exceeding the statutory 14-day cancellation period.
To qualify for a return, items must:
- Be unused and in their original condition.
- Be returned in their original packaging.
- Include any protective shrink-wrap on the stick head where applicable.
To start a return, please email: info@performancehockeycoaching.co.uk
Please retain your proof of purchase and do not return products directly to the manufacturer.
Product warranty
Our hockey sticks include a 3-month commercial warranty against breakage from the date of delivery. This warranty is provided in addition to your statutory rights.
If you believe your product is faulty:
- Within 30 days: Contact info@performancehockeycoaching.co.uk with your order number and details of the fault. We'll arrange a replacement or appropriate resolution.
- 30 days to 3 months: Return the product to the address below with your order number, a description of the fault and your daytime contact details. Please retain proof of postage.
- After 3 months: While our commercial warranty has ended, your statutory consumer rights may still apply. Please contact us and we'll be happy to discuss your claim.
Normal wear and tear
Field hockey sticks naturally show signs of use over time.
Cosmetic paint chips, surface scratches, worn grips, stick tops and internal rattles are considered normal wear and are not covered under our commercial warranty unless required by your statutory rights.
Non-returnable items
The following items cannot be returned under our commercial returns policy:
- Gift cards
Refunds
Once your return has been received and inspected, we'll email you to confirm whether your refund has been approved.
Approved refunds will be processed back to your original payment method.
Typical processing times are:
- Credit and debit cards: 3–5 working days
- Other payment methods: Times vary depending on your payment provider.
Late or missing refunds
If your refund hasn't appeared after the expected processing time:
- Check your bank account.
- Contact your card provider.
- Contact your bank.
If you've completed these steps and still haven't received your refund, please email info@performancehockeycoaching.co.uk
Sale items
Only full-price products are eligible for a refund under our commercial returns policy.
This does not affect your statutory rights if an item is faulty or does not conform to contract.
Exchanges
We only replace products that are faulty or damaged.
Please contact info@performancehockeycoaching.co.uk before returning your item.
Gifts
If your order was purchased as a gift and sent directly to you, any approved return will be issued as gift credit.
If the gift was first delivered to the purchaser, any refund will be made to the original payment method.
Returning your order
Please email us, and we can organise a collection.
Customers are responsible for arranging and paying return postage unless otherwise required by law.
We recommend using a tracked service for items valued over £75. We cannot accept responsibility for returned goods until they have been received and signed for.
We reserve the right to refuse returns or apply a reasonable restocking charge where returned items do not meet the conditions outlined in this policy.
Contact
If you have any questions regarding returns, refunds or warranty claims, please contact:
Email: info@performancehockeycoaching.co.uk