Returns and Cancellations


CANCELLING ORDERS BEFORE DELIVERY 

You may cancel any order for non-customized products free of charge and without giving us any reason, provided it has not yet been shipped. We begin processing orders placed at our online store almost immediately. If you wish to cancel your order, please check the status of your order first by visiting the ‘Order status’.

If the status of your order is "Pending" or "On Hold" you may cancel your order by contacting info@osakahockeyusa.com. Our consumer service agents will request a cancellation of your order at our warehouse. If successful, they will send you an email and the cancellation will be free of charge. If cancellation is not possible, the product(s) will be delivered to you and may be returned in accordance with the procedure set out below.

Customized orders cannot be cancelled before shipment, because we start building the customized products immediately after receiving the order. You are however entitled to return your order in accordance with the return procedures and conditions below. 

RETURNING ORDERS AFTER DELIVERY 

In the event that you are not satisfied with any purchase from osakahockey.com, you may return unused goods, along with all original packaging and any labels within 14 days of receipt for a full refund. Return shipping costs can only be refunded where we have sent the wrong goods in error. We recommend that you use a reputable courier or postal service. We cannot accept responsibility until a member of our staff has signed for receipt of the goods. When we receive the goods back, after inspection, we will process a refund onto the card used to make the original order. Please Note: All shortages, damages or discrepancies in your shipment must be reported within 14 days of receipt.

FAULTY GOODS 

All goods come with a 3-month guarantee. If an item is delivered faulty or becomes faulty through normal use then the following action needs to be taken: For purchases under 14 days old, we will exchange the faulty item at our expense. Please e-mail info@osakahockeyusa.com with your order number and daytime contact number so we can arrange an exchange delivery. For purchases over 14 days old but less than 3 months old please send back the item to the address below, along with a covering letter stating the fault, your order number, and your daytime contact number. Please retain any proof of posting, receipt or tracking number for any item returned as we cannot accept responsibility until a member of our staff has signed for receipt of the goods.