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At hokawear.co.uk, we understand that finding the right footwear, clothing, and accessories online sometimes requires a little extra consideration. A product may not fit as expected, a colour may differ from your preference, or you may simply decide that an item is not right for you. Our Returns and Refunds Policy explains how to request a return, prepare your items, receive a refund, and obtain assistance if a purchase does not meet your expectations.

Our website focuses on HOKA footwear, running trainers, walking shoes, activewear, clothing, and related accessories for customers in the United Kingdom. We aim to make the returns process straightforward, with 30-day free returns available for eligible purchases under the conditions outlined below.

This policy also explains the difference between our voluntary returns service and your statutory rights under UK consumer law. Please read the relevant sections before sending an item back.

1. Our 30-Day Free Returns Service

hokawear.co.uk offers a 30-day free returns service for eligible purchases. This gives customers additional flexibility when a product is unsuitable or no longer wanted.

To use the voluntary returns service, please submit your request within 30 days of receiving the relevant goods and follow the return instructions provided by our customer support team.

The 30-day period is intended to provide a practical opportunity to review your purchase and decide whether to keep it. We recommend checking your items soon after delivery so that any concerns can be addressed promptly.

Our free returns service applies subject to the eligibility conditions in this policy. If a product is faulty, damaged, or materially different from its description, separate statutory rights may apply regardless of the voluntary returns arrangements.

Nothing in this policy reduces the consumer protections available under UK law.

2. Which Products Can Be Returned?

Most eligible footwear, clothing, and accessories purchased through hokawear.co.uk may be considered for return under our voluntary returns service.

Before requesting a return, please check that the item corresponds to the original order and has not been excluded under the applicable return conditions.

For footwear, we recommend trying shoes on indoors on a clean surface to assess the fit without causing unnecessary wear. Clothing should be handled carefully, with any original labels and product components retained where possible.

Accessories should be returned with any parts supplied as part of the original purchase.

If you are unsure whether an item qualifies, contact customer support before sending it back. We will review the product and the circumstances of your request.

3. Condition of Returned Items

To help us assess a voluntary change-of-mind return, items should generally be returned in a condition suitable for resale, with no unnecessary damage or signs of substantial use.

Where applicable, please include the original product box, labels, accessories, and other components supplied with the item.

For shoes, avoid wearing them outdoors or exposing them to dirt, moisture, or activities that could affect their condition while deciding whether to keep them.

For clothing, please avoid washing, altering, or damaging the item before requesting a voluntary return.

These expectations apply to our voluntary returns service and do not automatically remove statutory rights. For example, a product may be faulty even if it has been used, and UK consumer law may provide remedies in those circumstances.

We assess returned products in light of the reason for return, the condition of the goods, and the applicable legal requirements.

4. How to Start a Return

Please contact the customer support team through the contact options published on hokawear.co.uk before sending an item back.

To help us identify your purchase, provide the following information where applicable:

• Your order number.
• The product you wish to return.
• The date you received the parcel.
• The reason for the return.
• Any relevant photographs if the item arrived damaged or appears faulty.

Once your request has been reviewed, we will explain the next steps and provide the applicable return instructions.

Please do not send a parcel to an address that has not been confirmed for your return. Using the correct procedure helps reduce the risk of a parcel being delayed, misdirected, or difficult to identify.

Retain a copy of your return request and any instructions you receive.

5. Preparing Your Parcel

Before sending a return, check the instructions provided for your order and ensure that the correct item is being returned.

Where possible, use suitable protective packaging to prevent damage during transportation. If the original packaging remains available, it may help protect the footwear or other products.

Remove or cover any old shipping labels that could cause confusion during transit. Include any return reference or documentation requested in the instructions.

Please ensure that the parcel is securely sealed before handing it to the designated carrier or arranging the approved return method.

If you are returning several items from the same order, confirm whether they can be included in one parcel or require separate arrangements.

6. Free Return Shipping

Our voluntary returns service provides free returns for eligible purchases, subject to the procedures explained in this policy.

Please follow the return method supplied by customer support so that the return can be processed correctly.

If you arrange a return independently without following the provided instructions, we may have difficulty identifying or tracking the parcel. Where possible, obtain proof of postage or a tracking reference and retain it until the return has been resolved.

If an item is faulty, damaged, or not as described, contact us before paying for return postage. Applicable consumer law may require the seller to bear reasonable return costs or provide another appropriate remedy.

Free return arrangements under our voluntary service do not limit any statutory entitlement to reimbursement.

7. Return Delivery and Tracking

After your parcel has been handed to the return carrier, keep any tracking information available to you.

Return transit times depend on the carrier, collection arrangements, and the destination of the parcel. Tracking updates may not appear immediately after the parcel has been accepted.

If the return tracking information stops updating or the parcel appears delayed, check the carrier’s latest information and contact customer support if further assistance is required.

Where a return parcel cannot be located, the tracking reference and proof of postage may help establish what happened.

We aim to review return-delivery concerns based on the information available and explain the next steps where reasonably practicable.

8. Inspection of Returned Products

When a return arrives, the product may need to be checked against the order and the reason provided for the return.

This may involve confirming the item, reviewing its condition, checking the included components, and determining whether the return meets the relevant policy requirements.

If an item appears to have a fault or to differ from the original description, we will consider the information provided and the consumer rights that may apply.

The inspection process should not be interpreted as an unrestricted right to refuse a valid statutory cancellation or a remedy required by law.

If further information is needed to assess your request, we may contact you to clarify the circumstances.

9. Refund Eligibility and Processing

Once a return has been assessed and a refund is due, we will arrange reimbursement in accordance with the applicable policy and legal requirements.

Refunds will generally be made using the original payment method unless another arrangement is expressly agreed and legally permitted.

The amount refunded depends on the circumstances of the return, the original transaction, and any applicable legal requirements.

For statutory cancellation of eligible distance purchases, consumers generally have the right to receive a refund in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For faulty or misdescribed goods, different remedies may apply under the Consumer Rights Act 2015.

We will not apply voluntary return conditions in a way that removes a statutory refund entitlement.

10. How Long Will a Refund Take?

The time needed to complete a refund depends on the type of return, whether the goods have been received back, and the payment arrangements involved.

For a statutory cancellation, reimbursement is generally due without undue delay and within the applicable statutory deadline. In certain circumstances, reimbursement may be withheld until the goods have been received or evidence of return has been provided, whichever occurs first.

Once a refund has been issued, your bank, card issuer, digital wallet, or payment provider may require additional time to display the funds.

If you have received confirmation of a refund but cannot see it in your account, check your transaction history and contact your payment provider if necessary.

If the refund remains unclear, contact customer support with your order number and any refund reference provided.

11. Statutory Cancellation Rights for Online Purchases

In addition to our voluntary 30-day returns service, UK consumers generally have a statutory right to cancel eligible online purchases within 14 days of receiving the goods, subject to the conditions and exceptions set out in the Consumer Contracts Regulations.

For a single item, the cancellation period generally runs until 14 days after the day on which you, or someone nominated by you other than the carrier, takes physical possession of the goods.

For orders containing multiple goods delivered separately, the period generally runs from the day after you take physical possession of the last item.

To exercise this right, you must clearly notify us of your decision to cancel before the relevant deadline. You generally then have a further 14 days to send the goods back.

You do not normally need to give a reason for exercising this statutory right.

These statutory deadlines are separate from the additional voluntary returns service offered by hokawear.co.uk.

12. Faulty, Damaged, or Incorrect Items

If your order arrives with visible damage, contains the wrong product, or includes an item that appears faulty, please contact us as soon as reasonably practicable.

Explain the problem and provide your order number. Photographs may help us understand the condition of the goods or the discrepancy, where appropriate.

Please retain the item and any relevant packaging until you receive guidance, where practical.

Under the Consumer Rights Act 2015, goods supplied to consumers must generally be of satisfactory quality, fit for a particular purpose where the relevant conditions apply, and as described.

Depending on the circumstances, your legal remedies may include the short-term right to reject faulty goods, repair, replacement, a price reduction, or a final right to reject.

A faulty product does not have to be handled solely through the voluntary change-of-mind returns process. Your statutory rights remain available where the relevant legal requirements are met.

13. Items That May Not Qualify for Voluntary Change-of-Mind Returns

Some products may be subject to specific return conditions because of their nature or condition.

For example, certain sealed goods may be excluded from statutory cancellation rights where they are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery, provided the legal requirements for the exception are satisfied.

Goods made to a consumer’s specifications or clearly personalised may also fall within statutory exceptions in qualifying circumstances.

These exceptions are not automatically applicable to every product or every return request. The nature of the item and the relevant legal conditions must be considered.

Where a statutory exception applies, other rights concerning faulty or misdescribed goods may still be available.

If you are uncertain whether an item qualifies for a voluntary return, contact customer support before sending it back.

14. Exchanges and Alternative Products

If you would prefer a different size, colour, or product instead of a refund, please contact customer support to ask about the available options.

An exchange may depend on the availability of the requested item, the status of the original purchase, and the arrangements in place at the time of your request.

We cannot guarantee that a particular size or colour will remain available.

If a direct exchange cannot be arranged, we may explain whether returning the original item and placing a new order is an appropriate alternative.

Any replacement or exchange involving faulty goods will be considered in accordance with the applicable consumer protection requirements.

Please wait for confirmation of the proposed arrangement before sending goods back or placing an additional order.

15. Orders Containing Multiple Items

If you purchased several products in one order but wish to return only some of them, identify each item you want to return when submitting your request.

Partial returns may be handled differently depending on the products involved, the original delivery arrangement, and the terms of any promotion applied to the order.

Where a discount was conditional on purchasing a particular combination of items, the effect of a partial return will depend on the disclosed promotional terms and applicable law.

For statutory cancellation involving multiple goods delivered separately, the relevant cancellation period may run from receipt of the final item.

We will review the order details and explain the applicable return and refund arrangements.

16. Missing Returns and Delivery Problems

If you have sent a return but have not received an update, please check the tracking information and retain your proof of postage.

When contacting customer support, include your order number, return reference, and available tracking details.

If the parcel appears to have been lost during transit, we will review the circumstances and explain what additional information may be required.

The treatment of a missing return depends on the return method, the evidence available, and the applicable contractual and statutory rules.

For statutory cancellations, customers should retain reasonable evidence that the goods were sent back where possible.

We aim to handle these enquiries fairly and communicate the next steps clearly.

17. Refunds for Cancelled Orders

If an order is cancelled before dispatch and a refund is due, the payment will be handled in accordance with the applicable terms and legal requirements.

If a parcel has already been dispatched, different procedures may apply depending on whether the order can be intercepted or whether the goods must be returned after delivery.

For eligible distance contracts, statutory cancellation rights may continue to apply after delivery.

Please clearly notify us if you intend to cancel an order and follow the relevant instructions.

For further details about stopping an order, cancellation deadlines, and payment authorisations, consult our Order Cancellation Policy.

18. Return Requests Submitted Outside the Voluntary Period

If you contact us after the 30-day voluntary returns period has ended, your eligibility for a change-of-mind return will depend on the applicable policy conditions and the circumstances.

However, the expiry of a voluntary returns period does not automatically remove statutory rights.

For example, rights relating to faulty or misdescribed goods may remain available under UK consumer law, subject to the relevant legal requirements and time limits.

If you believe that an item has a fault or that another statutory remedy applies, contact customer support and explain the issue rather than assuming that no return or refund is possible.

We will assess the request according to the facts and applicable law.

19. Return Fraud and Incorrect Information

We aim to handle returns fairly while protecting customers and the integrity of the returns process.

Customers should provide accurate information about the product being returned and the reason for the request.

Where information appears inconsistent with the order or additional verification is reasonably necessary, we may ask for clarification before proceeding.

We may investigate suspected fraudulent activity or deliberate misuse of the returns process, subject to applicable law.

These measures will not be used to remove a valid statutory cancellation right or refuse a remedy that must legally be provided.

If a return request cannot be processed as submitted, we aim to explain the issue and the available next steps where reasonably practicable.

20. Customer Responsibilities During the Returns Process

To help a return proceed smoothly, we recommend that customers:

• Check the return instructions before sending a parcel.
• Provide accurate order and product information.
• Package items securely to prevent avoidable transit damage.
• Include the requested return reference where applicable.
• Retain proof of postage and tracking details.
• Keep copies of relevant communications.
• Notify us promptly if a return or refund appears delayed.

These steps can help identify the parcel and resolve questions more efficiently.

They do not replace the legal obligations that apply to either party under UK consumer law.

21. Privacy and Return Information

Information supplied during a return request may be used to identify the purchase, assess eligibility, arrange the return, process a refund, and respond to customer enquiries.

Depending on the circumstances, this may include order details, contact information, return references, photographs, and relevant communications.

We aim to handle such information in accordance with applicable UK data protection requirements.

Please avoid including passwords, full payment card details, security codes, or other unnecessary confidential information in a return request.

For further information about the collection, use, retention, and protection of personal information, please read our Privacy Policy.

22. Contact Us About a Return

If you need to start a return, ask about eligibility, report a faulty product, or follow up on a refund, please use the customer support contact options published on hokawear.co.uk.

Include your order number, identify the item concerned, and explain the reason for your enquiry.

If you have already sent a return, include the return reference and tracking information where available.

Please wait for the relevant instructions before sending goods to an unconfirmed address.

We aim to review return enquiries carefully and explain the appropriate process based on the circumstances, our published policy, and your statutory rights.

23. Changes to This Returns Policy

We may update this policy when our returns procedures, website services, or legal obligations change.

The latest version will be published on hokawear.co.uk.

We encourage customers to review the current policy before submitting a return request.

An update will not automatically remove a right that has already arisen under a binding contract or applicable law.

Where mandatory consumer protection requirements apply, those requirements take precedence over any inconsistent provision in this policy.

24. Our Commitment to Fair Returns

At hokawear.co.uk, we aim to make returns understandable, accessible, and fair for customers purchasing HOKA footwear, trainers, activewear, clothing, and accessories.

Our 30-day free returns service provides additional flexibility for eligible purchases, while our procedures are designed to help customers identify the correct steps for returns, exchanges, and refunds.

We recognise that a return may concern a simple change of mind or a more significant problem involving product quality or delivery. We aim to consider each request according to its circumstances and respect the protections available under UK consumer law.

Thank you for shopping with hokawear.co.uk. We appreciate your trust and aim to provide clear guidance and practical assistance whenever a return becomes necessary.