Returns and Refunds Policy
At hokarunning.co.uk, we want you to shop with confidence and enjoy every step in your new footwear. We understand that finding the right running shoes is important, which is why we offer free delivery and returns, a 30-day risk-free trial run, and a 2-year warranty on all products.
Whether you purchase HOKA running shoes, trainers, sportswear or accessories, our returns policy is designed to make your shopping experience simple, convenient and worry-free.
1. Free Returns
We offer free returns on all eligible orders within the United Kingdom, allowing you to shop without worrying about additional return shipping costs.
If you are not completely satisfied with your purchase, you can request a return within 30 days of receiving your order.
Our free returns service includes:
- Free return shipping for eligible products.
- A straightforward return request process.
- The option to request a refund or exchange.
- Support from our customer service team throughout the return process.
- A 30-day risk-free trial for eligible purchases.
Please follow the return instructions provided by our customer service team to ensure your return is processed correctly.
2. 30-Day Risk-Free Trial Run
We believe that the best way to experience the comfort and performance of your running shoes is to try them for yourself.
That’s why we offer a 30-day risk-free trial run, giving you the opportunity to test your footwear and decide whether it meets your expectations.
During the 30-day trial period:
- You can try your shoes indoors or outdoors under normal conditions.
- You can experience their cushioning, fit and comfort during everyday activities.
- You may return your shoes if they do not meet your expectations.
- Shoes that have been worn during normal testing may still qualify for a return.
- Eligible returns are free of charge when completed according to our return instructions.
The trial period begins on the day your order is delivered.
Products showing deliberate damage, significant misuse or unauthorised alterations may not qualify for our voluntary trial programme.
This additional benefit does not affect your statutory consumer rights.
3. How to Return an Item
Returning an item to hokarunning.co.uk is designed to be simple and convenient.
Step 1: Contact Customer Service
Contact our customer service team within 30 days of receiving your order.
Please provide your order number, the item you wish to return and a brief explanation of your request.
Step 2: Receive Return Instructions
Once your request has been reviewed, we will provide the necessary return instructions and details of the available free return service.
Step 3: Prepare Your Return
Pack your item securely to prevent damage during transport. Where possible, use the original packaging and include any accessories supplied with the product.
Footwear returned under our 30-day trial may show signs of normal testing, provided it has not been deliberately damaged or misused.
Step 4: Send Your Parcel
Follow the return instructions provided and retain your proof of postage until your return has been completed.
Step 5: Receive Your Refund
Once your return has been received and assessed, we will process your refund in accordance with the applicable return conditions and your statutory rights.
4. Refunds and Processing Times
We aim to make the refund process as straightforward as possible.
For returns made under our voluntary 30-day trial programme, refunds will normally be processed within 14 days of receiving and checking the returned products.
Refunds are generally issued to the original payment method used when placing the order, unless otherwise agreed.
Depending on your bank or payment provider, additional working days may be required for the funds to appear in your account.
Where you exercise your statutory right to cancel an online purchase, we will issue your refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.
As standard delivery is free, there are no standard outbound delivery charges to deduct from eligible refunds.
5. Exchanges and Size Changes
If your HOKA running shoes or trainers do not fit as expected, you can request an exchange within the 30-day return period.
We understand that finding the right size is essential for comfort and performance.
You may request an exchange for:
- A different shoe size.
- Another available colour.
- A suitable alternative product, subject to availability.
All exchanges depend on the availability of the requested item.
If your preferred size or colour is unavailable, you may return the original item for a refund and place a new order.
Eligible return shipping costs are covered by our free returns service.
6. Damaged, Faulty or Incorrect Items
We take product quality and customer satisfaction seriously.
If you receive an item that is damaged, faulty or different from what you ordered, please contact our customer service team as soon as reasonably possible.
To help us investigate, please provide your order number, a description of the issue and photographs where appropriate.
Once your claim has been assessed, we will arrange a suitable remedy in accordance with your statutory rights. This may include a repair, replacement or refund.
You will not be required to pay reasonable return shipping costs for faulty or incorrectly supplied goods.
Your rights under the Consumer Rights Act 2015 remain unaffected.
7. 2-Year Warranty
At hokarunning.co.uk, we offer a 2-year warranty on all products, providing additional reassurance when purchasing footwear, clothing and accessories.
Our voluntary warranty covers qualifying manufacturing and material defects arising during normal, intended use.
Examples of potentially covered issues include:
- Manufacturing defects in stitching or construction.
- Material faults not caused by misuse.
- Defects in components resulting from manufacturing issues.
- Other qualifying workmanship defects.
The warranty does not normally cover accidental damage, improper care, unauthorised modifications or ordinary wear and tear.
If you believe your product has developed a covered fault, contact our customer service team with your order details and a description of the issue.
Following assessment, we will determine the appropriate warranty remedy, which may include repair, replacement or refund under the warranty terms.
This warranty is provided in addition to your statutory rights and does not replace or restrict them.
8. Your Statutory Consumer Rights
Customers purchasing online in the United Kingdom have legal protections under applicable consumer legislation.
Under the Consumer Contracts Regulations 2013, you generally have 14 days from receiving your goods to notify us that you wish to cancel an eligible online purchase without giving a reason.
After notifying us of cancellation, you generally have a further 14 days to return the goods.
Our voluntary 30-day risk-free trial provides additional flexibility beyond this statutory cancellation period.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Where goods are faulty, you may have a statutory short-term right to reject them within 30 days, as well as further rights to repair, replacement, a price reduction or a refund, depending on the circumstances.
These statutory rights apply independently of our voluntary returns policy and 2-year warranty.
9. Items That May Not Qualify for Voluntary Returns
While we aim to offer a flexible returns experience, certain items may be excluded from our voluntary 30-day trial programme.
These may include products that have been deliberately damaged, significantly misused or altered after delivery.
For hygiene reasons, certain sealed products may also be subject to restrictions once unsealed, where permitted by law.
Any exclusions will be applied in accordance with the relevant terms and applicable consumer protection legislation.
These conditions do not limit your statutory rights to cancel eligible purchases or obtain remedies for faulty goods.
10. Lost or Delayed Return Parcels
If your return parcel is delayed or appears to be missing, please contact our customer service team.
We recommend retaining your proof of postage and any tracking information provided by the return carrier.
Where you use our authorised free return service, we will assist in investigating delivery issues with the relevant carrier.
If a return is confirmed as lost in transit, we will assess the circumstances and arrange an appropriate resolution in accordance with the applicable return terms and your legal rights.
11. Customer Service and Return Assistance
Our customer service team is available to help with questions about returns, refunds, exchanges and warranty claims.
Whether you need assistance with a return request, a different shoe size or a faulty product, we aim to provide clear guidance and a practical solution.
You can contact us using the contact options available on hokarunning.co.uk.
Please include your order number when contacting us about an existing purchase so we can assist you more efficiently.
12. Our Commitment to Customer Satisfaction
At hokarunning.co.uk, we believe shopping for running shoes and sportswear should be convenient, transparent and reassuring.
Our customer service benefits are designed to help you choose the right products with confidence:
- Free Delivery and Returns: Enjoy complimentary standard delivery and eligible returns within the United Kingdom.
- 30-Day Risk-Free Trial Run: Experience the comfort and performance of your footwear before making your final decision.
- 2-Year Warranty: Benefit from additional protection against qualifying manufacturing and material defects.
We are committed to making the shopping experience as straightforward as possible, from choosing your products to receiving your order and arranging any necessary after-sales support.
hokarunning.co.uk – Free delivery and returns, a 30-day risk-free trial run and a 2-year warranty for greater peace of mind with every purchase.