Refund policy

The Stick Club is a UK based company and we comply with UK Consumer law. This includes the Distance Selling Regulations. We want to make your online shopping experience as easy as possible, so our policy allows you to make a return up to 30 days from receipt for faulty/damaged items.
You also have the right to cancel or return your order within 14 days, for any reason and without a justification.

The Stick Club reserves the right to refuse a refund if the item(s) are returned in a non-saleable condition or are damaged and we reserve the right to withhold a percentage of the refund value of the item(s) if the packaging or product are in such a condition that the product needs to be reduced in price for resale.

If you are looking to exchange/return any item(s):

• They MUST be returned in an unused/unworn condition. i.e. tags on clothing, shoes, bags etc.
• Sticks MUST be unused & undamaged with their manufacturers stickers, barcodes etc. still on the stick.
• All Club Clothing MUST be sent back to our Cheltenham Store.

The following cannot be returned or exchanged:

• Special offers where it is stated on the products description that no returns, refunds or exchanges are available against the listed product.

• Personalised or bespoke items e.g. a player’s shirt or keepers smock with a printed name and/or number on it as well as any garments with club badges embroidered.

• Under garments including, base-layers etc.

RETURNS

We at The Stick Club will only accept products that have been returned correctly. If products come back in incorrect packaging or not carefully returned, we will deduct 35% from the refund due to not being able to re-sell the products and damages.

If you wish to return an item for a refund please go to your order and select to return the item/s and follow the instructions. Then return the item to us, either in person or by post, at/to the following address:

The Stick Club Returns
18 Andover Road
Cheltenham
Gloucestershire
GL50 2EQ

Postage is non-refundable and we do advise that all goods that are returned are sent by Recorded/Registered post.

We cannot replace or credit any goods that we do not receive back and cannot be shown to have been received.

HOCKEY STICK RETURNS

We will NOT accept returns of any hockey sticks older than 6 months, EVEN if you have bought at the end of the season or have been injured for a long period of time and not played.

Please note that any refunds in currencies other than GBP (£) may be higher or lower than the original purchase price due to the current exchange rate on the day of refund.

HOCKEY STICK BREAKAGES & COMPLAINTS

Manufacturers will only replace sticks that are obviously faulty and have failed very early in their usage - usually the first few weeks. We have good relationships with all our suppliers and will be able to resolve this for you.

Wear to the head is a feature of modern hockey and manufacturers 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.

The following reasons are not covered and therefore not a suitable reason for returning a stick:

Paintwork, chips or scratches, nicks, "invisible cracks", unravelling grip, cracks in the label, worn stick heel, loose particles inside the composite's interior, rattles, vibration, or any other result of normal use. These problems will not affect 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. If you bring the stick into our Cheltenham store we will be happy do this for you. contact us to arrange this.

REVERSE EDGE HITTING DAMAGE

While the FIH (International Hockey Federation) rules allow reverse edge hitting, the warranties from the manufacturers DO 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.

As always you are strongly advised to retain your receipt or order confirmation so that we can establish the exact age of the product. Some suppliers will request this, or some other form of proof of purchase when a stick is returned.

FAULTY ITEMS

We all hate when things go wrong, but sometimes these things just happen, and we want to help as much as possible, where possible.

If a product is repairable, it will be repaired and not replaced.

In the majority of such cases, once we receive the item(s) we will forward the item(s) to the relevant manufacturer for inspection.

Please note manufacturers can quote up to 28 days for repair of goods but we will keep you informed of its progress. If the item is not repairable, we will replace it free of charge, or offer a suitable alternative if this is not possible.

PLEASE BE AWARE that any previous season or 'special offer' hockey products returned are unable to be replaced with the current seasons model. A refund or suitable replacement will be offered instead.

Customised Product Return

We, The Stick Club, cannot accept the return of any customised garments/products as they cannot be re-sold by us. By accepting the Terms and conditions of the customisation you have made sure that the size, colour, and type of garment is correct.

Only if the item is damaged or faulty can we take it back and if the damage is legitimate. If damage has occurred, please contact us or call 01242 250185

EXCHANGES

If you are wishing to exchange an item we suggest the best way to do this is if you return the item(s) you are wishing to exchange to the The Stick Club Returns (as per returns above) and mark them for a refund. We would then ask you to purchase the replacement items via our website.

We have found that this is the best and quickest way for exchanges to happen.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.

Please note that refunds can only be processed on the original payment method, we may need to contact you regarding this for orders placed over the telephone so please include your order number and all contact details on the returns form or ensure that your account is up to date on our website.

Postage is non-refundable and we do advise that all goods that are returned are sent by Recorded/Registered post. We cannot replace or credit any goods that we do not receive back and cannot be shown to have been received.

This Returns Policy was last modified 16th May 2025 v2