Retours

At hokasale.uk, we want customers to feel confident when shopping for running shoes, trainers, sportswear, clothing, and related accessories. We understand that an item may not meet your expectations once it arrives, whether the reason is sizing, colour, fit, or a change in your requirements. Our Returns and Refunds Policy explains how to request a return, what conditions apply, how refunds are handled, and what options may be available if an item arrives faulty or differs from its description.

We offer 30-day free returns on eligible purchases, subject to the procedures and conditions outlined below. This voluntary service is intended to make returning eligible products more convenient while respecting the statutory rights available to consumers in the United Kingdom.

Please read this policy before sending an item back. The correct procedure helps us identify your order, assess your request, and arrange the appropriate outcome.

1. Our 30-Day Free Returns Service

Customers may request a return for eligible purchases within 30 days of receiving their order.

The 30-day period is intended to provide additional flexibility if you decide that a product is unsuitable or no longer required. It operates alongside, rather than instead of, your statutory rights under UK consumer law.

To use the voluntary returns service, please contact our customer support team through the contact options published on hokasale.uk. We recommend doing this before sending any goods back so that you can receive the relevant instructions.

When submitting your request, include your order number, the product you wish to return, and a brief explanation of the reason for the return.

Once your request has been reviewed, we will explain the next steps and any information needed to complete the process.

2. When the Return Period Begins

For our voluntary 30-day returns service, the return period generally begins when you receive the goods.

If your order arrives in multiple parcels on different days, please identify the particular item you wish to return and the date it was received when contacting us.

We recommend submitting your return request as soon as you decide that an item is unsuitable, rather than waiting until the final days of the return period.

If you are unsure whether your purchase remains eligible, contact customer support with your order details. We will review the circumstances and explain the available options.

The voluntary 30-day period does not shorten any longer or different statutory right that applies under UK law.

3. Products Eligible for Return

Products may be eligible for return under our voluntary policy where they fall within the applicable return period and meet the relevant conditions.

Eligible products may include running shoes, trainers, sportswear, clothing, and accessories purchased through hokasale.uk.

For a straightforward change-of-mind return, we ask customers to ensure that items are handled carefully and returned in a condition consistent with reasonable inspection.

Where supplied, original packaging, product labels, accessories, and other included components should be retained and returned with the item where reasonably possible.

If an item has been damaged, used beyond what is necessary to assess its nature and characteristics, or returned without important components, the circumstances may need to be reviewed before the voluntary return can be completed.

These conditions do not remove statutory remedies for faulty or misdescribed goods.

4. Footwear Returns and Fit Checks

Footwear fit can vary according to individual preferences, foot shape, and the type of activity for which the shoes are intended.

If your running shoes or trainers do not fit as expected, you may request a return within the applicable period.

When assessing fit, we recommend trying footwear indoors on a clean, dry surface to minimise unnecessary wear while deciding whether to keep the product.

For voluntary change-of-mind returns, please return shoes in a condition consistent with reasonable inspection, with the original shoe box and included accessories where available.

Shoes showing substantial outdoor wear, damage, or alterations may require further assessment under the voluntary policy.

If footwear is faulty or does not conform to its description, please contact us. Statutory rights may apply regardless of whether the product has been tried on or whether the voluntary return conditions have been met.

5. Clothing and Sportswear Returns

Customers may request a return for eligible clothing and sportswear if an item does not meet their expectations.

Where applicable, please retain product labels, packaging, and included components. Items should be returned in a condition consistent with reasonable inspection.

If clothing has been washed, altered, damaged, or used beyond what is necessary to inspect its nature and characteristics, the item may no longer qualify for a voluntary change-of-mind return under the standard conditions.

Any restrictions must be applied consistently with the customer’s statutory rights and the circumstances of the purchase.

If an item arrives with a defect, the wrong size or product was supplied, or the goods materially differ from the listing, please explain the issue when contacting support so that we can assess the appropriate remedy.

6. Items That May Not Qualify for Voluntary Returns

Certain products may be excluded from the voluntary returns service where a restriction has been clearly communicated and is lawful.

For example, products made to a customer’s specifications or clearly personalised items may be subject to different return rules. Certain sealed goods may also be excluded from statutory cancellation rights once unsealed where the specific health protection or hygiene exception under UK law applies.

An exclusion must be assessed according to the product and the applicable legal conditions. It does not automatically apply to ordinary footwear or clothing simply because those goods have been purchased online.

If you are unsure whether an item can be returned, contact customer support before sending it back.

Nothing in this section removes a customer’s statutory rights where goods are faulty, misdescribed, or otherwise fail to meet the contract.

7. How to Start a Return

To begin a return, please follow these steps:

1. Contact customer support. Use the contact options published on hokasale.uk and explain that you wish to return an item.
2. Provide your order details. Include the order number, the product concerned, and the date you received it.
3. Explain the reason. Tell us whether the return relates to fit, a change of mind, an incorrect item, damage, or another concern.
4. Follow the return instructions. We will explain the applicable process and how the item should be sent back.
5. Prepare the parcel. Package the product securely and include the relevant components and return information provided in the instructions.
6. Retain your records. Keep any return reference and proof of postage or collection until the matter is resolved.

Please do not assume that a return has been approved simply because a request has been submitted. Follow the instructions provided for your particular order.

8. Free Return Shipping

We provide free returns for eligible purchases under our voluntary 30-day returns service.

Where our return procedure provides a prepaid label or an arranged collection, please use the method specified in the instructions. This helps ensure that the parcel can be identified and processed correctly.

Please contact customer support before paying for your own return postage. Sending an item through an unapproved method may make it more difficult to identify the shipment or arrange reimbursement.

If you are exercising a statutory cancellation right, return postage responsibilities may differ depending on the information provided before purchase and the applicable legal rules. Where the law requires us to bear the return cost, this policy does not transfer that responsibility to the customer.

For goods that are faulty, damaged, or not as described, contact us before arranging a return so that we can explain the appropriate process.

9. Packaging and Sending Returned Goods

Please package returned products securely to protect them during transport.

For footwear, we recommend placing the shoe box inside an outer shipping carton rather than attaching shipping labels directly to the retail packaging.

For clothing and accessories, use suitable packaging to prevent damage, contamination, or loss of included components.

Include any return reference or documentation specified in the instructions provided by customer support.

Please remove or cover old shipping labels where necessary to reduce the risk of routing errors.

If you have been provided with a return label, check that the destination and parcel details are correct before handing the package to the carrier.

Retain the tracking number and proof of postage or collection until the return has been received and the outcome confirmed.

10. Incorrect Items and Missing Products

If you receive an item that differs from your order, please contact us as soon as reasonably practicable.

Examples include receiving the wrong model, an incorrect size or colour, or a parcel that does not contain all the products listed in the order confirmation.

Please provide your order number and identify the item or items affected. Photographs of the product, packaging, or shipping label may help us understand the discrepancy.

Do not purchase a replacement solely because the original item appears incorrect or incomplete before contacting us, unless you independently choose to do so.

We will review the available information and explain the appropriate next steps.

Where the goods do not conform to the contract, your statutory rights under UK consumer law may include a replacement, repair, price reduction, or refund, depending on the circumstances and applicable legal requirements.

11. Faulty or Damaged Goods

If an item arrives damaged or develops a fault, please contact customer support and describe the problem.

Where possible, provide photographs showing the issue and retain the product and packaging until you receive further instructions.

We may ask for additional details to understand whether the concern relates to a manufacturing fault, damage during delivery, or another issue.

The remedy available depends on the nature of the problem, the time elapsed since delivery, and the applicable statutory rules.

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

Consumers may have a short-term right to reject faulty goods within 30 days of delivery, subject to the statutory conditions. After that period, repair or replacement may be the applicable first remedy in certain circumstances, followed by a price reduction or final right to reject where the legal requirements are met.

Our voluntary returns conditions do not override these protections.

12. Statutory Cancellation Rights for Online Purchases

In addition to our voluntary 30-day returns service, most consumers purchasing eligible goods online have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For most goods, the consumer generally has 14 days from the day after taking physical possession of the goods to notify the trader of the decision to cancel, subject to the detailed statutory rules and exceptions.

After notifying the trader, the consumer generally has a further 14 days to send the goods back.

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

The statutory cancellation right is separate from our voluntary returns service and has its own legal requirements. Certain categories of goods and contracts are excluded where the relevant statutory conditions are met.

If you wish to exercise a statutory cancellation right, please make your decision clear when contacting us so that the correct procedure can be followed.

13. Refund Eligibility and Assessment

Once a returned item has been received, we will review the return in accordance with the reason for the request, the applicable policy, and any statutory requirements.

For a voluntary change-of-mind return, the condition of the goods and whether the relevant return requirements have been met may be considered.

Where a return relates to faulty or misdescribed goods, the applicable statutory remedies will be assessed separately from the voluntary change-of-mind conditions.

If further information is needed, we may contact you before completing the assessment.

We aim to communicate the outcome clearly and explain any next steps if the requested refund cannot be processed immediately.

A voluntary return assessment will not be used to deny a statutory remedy that is due under UK law.

14. Refund Methods and Timing

Where a refund is due, we generally aim to return the money through the original payment method, subject to the applicable legal requirements and payment-provider arrangements.

The time needed for funds to appear in your account may depend on your bank, card issuer, or payment service.

For statutory cancellations, refunds must generally be issued without undue delay and no later than 14 days after the trader is informed of the consumer’s decision to cancel. For goods, the trader may in applicable circumstances withhold reimbursement until the goods have been received back or the consumer has supplied evidence of having sent them back, whichever occurs first.

Other types of returns may be governed by the relevant contractual arrangements and legal requirements.

If you have received confirmation that a refund has been processed but the funds have not appeared within the expected period, contact customer support with your order number and any available refund reference.

15. Delivery Charges and Refund Calculations

The treatment of delivery charges depends on the reason for the return and the applicable legal requirements.

For eligible statutory cancellations, the trader must generally reimburse the cost of the least expensive standard delivery option offered, where applicable. Additional costs arising from the customer’s choice of a more expensive delivery method do not generally have to be reimbursed.

For a voluntary change-of-mind return outside the statutory cancellation process, the applicable terms of the purchase and the voluntary returns policy will determine how any delivery charges are handled.

Where only part of an order is returned, the refund amount will be assessed in relation to the returned products and the applicable pricing and delivery arrangements.

If a refund calculation is unclear, please contact customer support and refer to the relevant order confirmation.

16. Exchanges and Replacement Products

If you would prefer another size, colour, or product instead of a refund, please tell us when contacting customer support.

Exchange availability depends on current stock and the arrangements supported for the relevant order.

If a direct exchange is unavailable, we may explain whether you can return the original item and place a separate order for the preferred product.

Where an item is faulty or incorrect, a replacement may form part of the remedy required under consumer law, depending on the circumstances.

Please wait for confirmation of the proposed arrangement before sending goods back or placing a replacement order based on an assumed exchange.

17. Partial Returns and Multi-Item Orders

If you purchased several items and wish to return only some of them, identify each product clearly in your request.

Where the order contains multiple sizes, colours, or product types, providing the relevant details will help us identify the correct items.

A partial return may affect the final refund amount or the application of a promotional offer, depending on the terms of the offer and the applicable legal requirements.

Where goods are delivered in separate parcels, please identify which parcel contains the item being returned.

We will assess the request in accordance with the relevant policy and statutory rights. You do not normally need to return items that are not included in your request unless the applicable legal or contractual circumstances require otherwise.

18. Orders Purchased With Discounts or Promotions

If your order included a promotional code, bundle offer, or another discount, returning one or more items may affect how the final refund is calculated.

The result depends on the published promotion conditions, the products retained, and the legal requirements that apply.

Please identify the items you wish to return so that the relevant transaction can be reviewed.

A promotional condition cannot override a mandatory statutory cancellation right or another consumer protection.

If you believe that a refund calculation does not reflect the original order correctly, contact customer support with the order number and a description of the issue.

19. Lost or Delayed Return Parcels

If a return parcel appears delayed or its tracking information stops updating, check the carrier’s latest tracking details and retain your proof of postage or collection.

Contact customer support if the parcel cannot be located or if the return status remains unclear.

We may need the return tracking reference, the date the parcel was handed to the carrier, and the method used to send it.

The responsibility for return postage and the consequences of a missing parcel may depend on whether the return is being made under the statutory cancellation rules, our voluntary returns service, or a remedy for faulty goods.

We will review the circumstances and the applicable legal requirements before determining the appropriate next steps.

20. Returns Involving Gifts or Orders Placed by Another Person

If an item was purchased as a gift or the order was placed by another person, the return process may require information from the original purchaser.

This helps us identify the transaction and confirm the payment method used for any refund.

Where you are returning an item on behalf of another customer, we may need to verify that you are authorised to make the request.

Refunds will be handled in accordance with the applicable payment arrangements, privacy requirements, and legal obligations.

Please contact customer support if you are unsure what information is needed for a gift return.

21. Information Needed for Return Enquiries

To help us handle your request efficiently, please include the following information where relevant:

• Order number.
• Product name, size, colour, or other identifying details.
• Date the parcel was received.
• Reason for the return.
• Whether the item is unused, has been tried on, or appears faulty.
• Photographs or supporting information where useful.
• Return tracking details, if the item has already been sent back.

Please provide only the information necessary to handle the request. Do not send full payment card details, banking passwords, or one-time authentication codes.

We may request additional information if reasonably necessary to identify the order or assess the issue.

22. Contact Us About Returns

If you have questions about eligibility, need return instructions, or wish to follow up on a refund, please use the customer support contact options published on hokasale.uk.

When contacting us, explain whether your request concerns a change of mind, a size issue, an incorrect item, a fault, or another matter.

If you are exercising a statutory cancellation right, make your intention to cancel clear and retain a copy of your notice.

We aim to review return enquiries carefully and provide guidance on the appropriate process.

23. Updates to This Policy

We may update this Returns and Refunds Policy when our return procedures, fulfilment arrangements, website services, or legal obligations change.

The current version will be published on hokasale.uk.

The version applicable to an individual purchase will depend on the relevant contractual arrangements and mandatory legal requirements.

A policy update will not automatically remove rights that have already arisen or reduce consumer protections that cannot lawfully be excluded.

24. Our Commitment to Fair Returns

At hokasale.uk, we aim to make returns understandable and manageable for customers who need to reconsider a purchase.

Our 30-day free returns service provides additional flexibility for eligible orders, while our procedures for faulty or misdescribed goods are intended to help customers access the remedies available under UK law.

We encourage customers to contact us before sending products back, follow the relevant instructions, and retain any return references until the matter is resolved.

Whether you are returning running shoes because of fit, requesting help with an incorrect item, or asking about a refund, we aim to explain the available options clearly and handle the request responsibly.

Thank you for shopping with hokasale.uk. We appreciate your trust and aim to provide a straightforward, fair, and transparent returns experience.