If your purchase from hokatrainers.co.uk is not right for you, this page explains how to arrange a return and how refunds are handled. Your statutory consumer rights remain unaffected.
Changing Your Mind
For most products purchased online, you can cancel without giving a reason. Tell us within 14 days after the day you receive your goods, then send them back within 14 days after notifying us. You may also cancel before delivery.
If one order is delivered in separate instalments, the cancellation period generally starts after you receive the last item. legislation.gov.uk
Arranging a Return
Contact us using the contact details published on hokatrainers.co.uk. Include your order number and identify the items you wish to return. A clear statement that you wish to cancel is sufficient; you do not need to wait for approval to exercise your statutory cancellation right.
We will provide the appropriate return instructions. Please check the return address before posting, as the address on the original parcel may not be the correct returns location.
Trying On and Handling Items
You may inspect your purchase as you would in a shop. Try footwear indoors on a clean surface to check the size and fit.
Please return items with their accessories and, where reasonably possible, their original packaging and labels. Missing packaging does not automatically remove your statutory cancellation rights.
We may make a lawful deduction for a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. This could include wearing shoes outdoors rather than simply trying them on. legislation.gov.uk
Packing and Posting
Pack your items securely to protect them during transit. If returning shoes, place the shoe box inside an outer parcel rather than attaching postage labels directly to it.
Include your order number so we can identify your return. Keep proof of postage and any tracking reference until the return has been resolved.
Return Postage
For change-of-mind returns, you are responsible for return postage only where this was made clear before you purchased, unless we offered free returns. If we did not provide the required information about those costs, we will bear them.
For faulty, damaged or incorrectly supplied goods, we will cover the reasonable return costs required by law. Contact us so we can arrange a suitable return method. legislation.gov.uk
Refunds
For a statutory cancellation, we will refund the amount due without undue delay. Unless we have offered to collect the goods, we may withhold the refund until we receive them or you provide evidence of sending them back, whichever happens first. The refund must be made within 14 days of that earlier event.
If you cancel the whole order, we will also refund the original standard delivery charge. Any additional amount paid for a premium delivery option does not have to be refunded.
Refunds are made using the original payment method unless you expressly agree otherwise, and no refund fee will be charged. legislation.gov.uk
Faulty, Damaged or Incorrect Items
If an item arrives damaged, is faulty or does not match its description, contact us with your order number and details of the problem. Photographs can help us investigate, but they are not a condition of your statutory rights.
Under applicable UK consumer law, qualifying faulty goods generally carry a 30-day short-term right to reject for a refund. After that period, repair or replacement rights may apply, followed in appropriate circumstances by a price reduction or a final right to reject. These rights are separate from change-of-mind returns. GOV.UK
Exchanges
If you would prefer another size or model, contact us to check whether a direct exchange is available. Otherwise, you can return the original item under the applicable conditions and place a separate order. Replacement items remain subject to availability.
Contact Us
For help with a return or refund, use the contact details published on hokatrainers.co.uk. Include your order number and, if you have already posted your return, your proof of postage or tracking reference.