Refund policy
Item Returns
Aratac Hockey is a UK based company and we follow UK consumer law. As an online store we follow the Distance Selling Regulations. These are designed to make online purchasing easy and allow for returns on products up to 14 days from receiving your order.
If you are wanting to return/exchange an item(s):
- Please let us know you wish to return the item(s) WITHIN 14 DAYS, by emailing daniel@aratac.com. This way we are both on the same page and can process the return quickly and efficiently.
- Items MUST be returned in an unused/unworn condition (i.e. with tags and original packaging).
- Sticks MUST be undamaged with all original packaging and labels.
- Aratac Hockey reserves the right to refuse a refund if the item(s) are sent back in a non-saleable condition or are damaged.
Custom / Made-to-order / Bespoke items
- Custom ordered kit is made to order and is therefore non-refundable and non-returnable.
- This includes items made specifically to your requirements (e.g. personalised items, club/team kit orders, bespoke sizes/colourways, or products produced specifically against an order rather than held as standard stock).
- This does not affect your statutory rights. If a custom/made-to-order item is faulty or not as described, please contact us and we will work with you to resolve this (repair, replacement, or refund as appropriate).
- If you have any concerns about sizing/specification, please contact us as soon as possible and we can discuss options.
Return Address
Aratac Hockey, Unit 2, Dalhousie Business Park, Carrington Rd, Edinburgh EH19 3HY
Item Warranty
All of our Aratac Hockey products are covered by a 6 month manufacturer’s warranty. This warranty covers faults during manufacturing (e.g. stitching missing from a clothing garment). This does not cover the normal wear and tear of an item.
Stick warranty
- Stick faults usually occur within the first handful of uses. Wear to the head and stick does occur with normal usage and does not affect the performance of the stick.
- Damage resulting from clashes with other sticks is not covered by warranty.
- A well used or worn stick showing clear signs of damage through abuse or general play may not be covered by warranty.
Common faults and fixes
End cap crack: Sometimes the plastic cap on the end of your stick will crack over the stick’s lifespan. Luckily we carry spares here at Aratac Hockey — if yours cracks please contact us and we can send out a new one. This can be re-applied with some superglue at home.
Rattling inside of stick: Due to the nature of our game and the way our sticks are manufactured, small pieces of graphite can dislodge inside the hollow tube of our sticks. This can cause a rattling noise. In most cases this can be fixed by removing the end cap and shaking out the small piece of graphite, then simply reapplying the cap. If you need a new end cap after this process, please let us know.
Warranty procedure
If you have an item that is faulty, please contact us ASAP, ideally via email with images and as much information about the fault as possible (e.g. area of damage, what caused the damage, etc.). Please also provide an order date and number so we can track the item through our system.
From here our team will advise you of the next best step. In some cases a return may not be necessary, but for the majority of warranty claims our in-house experts will need to see the item. In some cases we may be able to repair the item and in others a refund or replacement will be better suited.
In all cases our end goal is to make sure you are on the field with Aratac as quickly as possible, so if you ever have any concerns or queries about any of these policies then please let us know.