Returns

This policy explains how to return products purchased from hokasport.co.uk, request an exchange, or report a problem. It applies alongside our Terms of Sale and does not limit your statutory consumer rights.

Changing Your Mind

For most online purchases, you can cancel without giving a reason within 14 days after the day you receive the goods. If items from a single order arrive separately, the cancellation period generally begins after you receive the last item.

After notifying us of cancellation, you have a further 14 days to send the goods back. You can also cancel before delivery.

Any additional return period or free return offer applies only where expressly advertised. Such offers operate alongside your statutory rights.

How to Arrange a Return

Use the contact options published on hokasport.co.uk and clearly state that you wish to cancel or return an item. Include your order number, checkout email address, and the products concerned.

Request the correct return address and instructions promptly. You do not need to use a particular form or obtain discretionary approval to exercise a valid statutory cancellation right.

Keep a copy of your cancellation message and proof of posting.

Trying On and Handling Products

You may inspect products as you reasonably would in a shop. Try footwear indoors on a clean surface and handle clothing carefully while checking its size and fit.

Return relevant accessories, labels, and packaging where reasonably possible. Missing packaging does not automatically invalidate a statutory cancellation.

A lawful deduction may be made for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning. We will explain any proposed deduction. A general restocking fee does not apply to statutory cancellations.

Return Delivery Costs

For a change-of-mind return, you pay the direct return delivery cost only where this was disclosed before purchase, unless we offered free returns. If the required information about return costs was not provided, we bear those costs.

For faulty, damaged, incorrectly supplied, or misdescribed goods, we cover reasonable return costs where required by law. Contact us before arranging postage so we can explain the appropriate method.

Pack items securely. For shoes, place the shoe box inside protective outer packaging rather than attaching postage labels directly to it.

Refunds for Cancellation

For a valid cancellation of the whole order, we refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded delivery service need not be refunded.

We refund without undue delay and within 14 days of receiving your cancellation notice. Unless we have offered collection, we may withhold the refund until we receive the goods or you provide evidence that they have been sent back, whichever happens first.

Refunds use the original payment method unless you expressly agree otherwise, and no refund fee applies. Your payment provider may require additional time to display the credit.

Faulty, Damaged, or Incorrect Items

Contact us if a product arrives damaged, differs from your order, or develops a fault. Describe the issue and provide proof of purchase, such as an order confirmation or other suitable evidence.

Photographs may help us assess the problem, but their absence does not automatically invalidate a claim. Original packaging and an unused condition are not requirements for a valid fault claim.

You normally have a short-term right to reject non-conforming goods within 30 days, subject to the statutory rules. After that period, you may be entitled to repair or replacement and, where the legal conditions are met, a price reduction or final rejection.

An applicable manufacturer’s guarantee is additional to your rights against us.

Exchanges and Discounted Products

Contact us if you would prefer a different size, colour, or style. Exchanges depend on stock availability; a return and separate purchase may be necessary.

Discounted products carry the same statutory rights as full-priced goods. Any conditions attached to an additional voluntary return offer must be disclosed before purchase.

Where a lawful cancellation exception applies, such as genuinely personalised goods, it must be identified before ordering. Such exceptions do not remove rights concerning faults or incorrect descriptions.

Return Assistance

For help with a return or refund, use the contact options published on hokasport.co.uk. Include your order number and any return tracking reference.

Never send passwords, full card details, or payment authentication codes.