At Hoka Sports Gear Shop, we want you to be completely satisfied with your sports equipment and apparel purchases. If you’re not happy with your order, we offer a straightforward returns and exchanges process for most items.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Item must be unused, in its original condition, and in the original packaging
  • Item must include all tags and labels
  • Proof of purchase is required

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges on the following products:

  • Swimwear and underwear (from our Badespaß category)
  • Personal protective equipment (helmets, mouthguards, etc.)
  • Opened packages of balls (from our Bälle and Basketbälle categories)
  • Custom or personalized items
  • Clearance or final sale items

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange an item:

Step 1: Contact Us

Email our customer service team at [email protected] within 15 days of receiving your order. Please include the following information in your email (or use our template below):

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear Hoka Sports Gear Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) to return/exchange: [Product Name(s) and Quantity]
Reason for return/exchange: [Please specify]
Preferred resolution: [Refund/Exchange for (specify product if exchanging)]
Shipping method used: [Standard/Free Shipping]

Please advise on next steps.

Sincerely,
[Your Full Name]
[Your Contact Information]

Step 2: Wait for Approval

Our team will review your request and respond within 2 business days with:

  • Return authorization (if approved)
  • Return shipping instructions
  • Any additional information needed

Step 3: Ship Your Return

Once approved, please ship your return to:

Hoka Sports Gear Shop Returns
4623 Main Street
Seattle, US 98119

Please include your return authorization number on the package. We recommend using a trackable shipping service as you are responsible for return shipping costs unless the return is due to our error.

Step 4: Processing Your Return

Once we receive your return, we will inspect it and process your refund or exchange within 5 business days.

Refund Information

Refunds will be issued to the original payment method used for purchase:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Note that shipping fees are non-refundable unless the return is due to our error.

Exchanges

For exchanges:

  • We will ship your replacement item once we receive and process your return
  • If the exchange item is of higher value, you will need to pay the difference
  • If the exchange item is of lower value, we will refund the difference

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage/defect. We will arrange for a replacement or refund at no additional cost to you.

International Returns

For customers outside the United States (excluding some Asian and remote areas):

  • You are responsible for return shipping costs and any customs fees
  • Please mark the package as “Returned Goods” to avoid additional customs charges
  • Refunds will be issued in USD and may be subject to exchange rate fluctuations

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24-48 hours.

Last Updated: [Insert Date]