Mercian Hockey Australia | Terms & Conditions

Shipping Information

Shipping costs are determined by weight and location. At checkout the shipping options and estimated costs available to your shopping cart will be shown. If we do need to claim more or even refund some back to you we will email you with all the info. The postage options available normally are :

Domestic

Australia Post : eParcel Standard - Delivery times are determined by Australia Post, normally allow 5-10 working days to most locations within Australia.

Australia Post : Express Post - A faster service from Australia Post. Delivery times are determined by Australia Post, normally allow 2-5 working days to most locations within Australia.

Returns & Exchanges

30-Day change of mind return or exchange period

You can return or exchange a product that you have purchased for any reason within 30 days. Products must be unworn, unwashed, unused and in original condition, with all tags and labels still attached or boxes intact.

This 30-day return period does not apply to tailor-made customer orders, socks, clothing, goal keeping etc.

We require proof of purchase for any return or exchange. Receipt or Order Number.
If you cannot find the information we can check in our system as long as you have associated a sale to your email address or phone number.

How to return or exchange an item with Mercian Hockey Aus

Postal returns are available and if you need to exchange an item we ask that you send it back and cover the cost but we will then post the exchange back to you at no charge.

A shipping fee may be requested for bulky items.

Contact us before returning any bulky products, such as GK items, or coaching equipment, so that we can assess the best way to return the items.

Please follow the link to download the Returns Form if posting the item back to us:

RETURNS FORM

If you have any questions or issues please get in touch with us support@mercianhockey.com.au

Receiving a refund

Refunds will be processed via the original payment method, except where you have used a gift card, in which case we will provide you with a replacement gift card of equivalent value.

Delivery charges and shipping fees for change-of-mind refunds are sadly non-refundable.

Questions

You can contact our customer care team via email at support@mercianhockey.com.au

Effective Date

This policy was updated on 19^th February 2024 and applies to any purchase made in 2024 and onwards.

Faulty, damaged or incorrect products

If the product is faulty or damaged, doesn’t meet its description, or if you have been sent the wrong thing, we will happily exchange, refund or repair the product with proof of purchase in accordance with the Australian Consumer Law. You can contact our Customer Care Team via Email discuss your options. Please provide your proof of purchase.

We may need to assess your product to determine an appropriate remedy. Some products may need to be sent to the manufacturer or their repair agent for assessment. 

You may be refused a refund, repair or replacement in certain circumstances, including where you have substantially modified or misused the product.

Faulty Product - Returns 

If you believe the product to be faulty or not to your satisfaction please follow the procedures set out:

Check our Mercian Hockey Warranty Policy first of all: 

Mercian Hockey Warranty Policy

Please contact us directly for authorisation prior to returning any potentially faulty goods. Companies have strict but fair guidelines in relation to warranty claims on products. Mercian Hockey deals with companies that follow the guidelines in line with our industry. We are legally bound not to commit ourselves or a secondary supplier to a warranty claim unless it has been prior inspected and authorised for replacement by that company. Warranty may vary between full or part claims depending on the nature of the fault. Companies reserve the right to repair products under a warranty claim. Warranties cover manufacturing faults within 60 days of purchase, they must accompany a receipt with the date of purchase. It is important to note that the warranty does not cover wear and tear in the playing of the game, misuse or abuse, chipping, and or cosmetic changes that do not affect the playing functionality of the product.

If you feel as though a product is faulty follow the procedure below: 

1. Contact Mercian Hockey via Emailand explain why you think the product might be faulty and why you wish to return the item. To speed up the process we require photographic evidence of the fault and to let the Mercian Hockey Support Team have an initial look at the product concerned. Once this is complete the process will start. The team will then let you know the next steps.
   
   
2. (a). If the product is of small or medium size (Hockey Sticks and bags fit into this category) we require you to send the item back (complete the Returns Form above & send to the address in the form)

(b). If the product is of a large size (GK equipment, bulk items etc.) you can return it to your closest store or we will arrange with the customer, either to return the item by post at our expense or arrange collection for the item. This will be determined once contact is made with the customer via email or phone.

3. If Mercian Hockey finds the product to have a fault we shall refund the amount the product was purchased for or offer a suitable replacement. Postage in the case of :
   
   (a). The postage spent sending the item back to us will be refunded back to the customer.
   (b). The postage for the item will be refunded or paid by Mercian Hockey initially. If no fault is found with the product we would seek reimbursement for postage costs. 

We encourage you before sending any items back to contact us. We can then assess the problem and pictures to decide if the product needs to be sent back.

 Updated March 2024