At Pure Hockey Store, we stand behind our equipment just like you stand behind your net. We want you to be completely satisfied with your hockey gear purchase. If for any reason you’re not happy with your order, our returns and exchanges policy ensures a smooth process that’s as reliable as our goalie equipment.

Return & Exchange Timeframe

You may return or exchange most items within 15 days of receiving your order. All items must be in original, unused condition with tags attached and in original packaging.

Important Note: For safety and hygiene reasons, the following products cannot be returned or exchanged:
  • Cut Resistant gear (once packaging is opened)
  • Finger Protection items
  • Buttendz grips (if installed or packaging opened)
  • Any personalized or custom equipment
  • Intimate apparel like Baselayer

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Our Team: Email us at [email protected] with your order number and reason for return/exchange
  2. Receive Authorization: We’ll provide you with a Return Authorization Number and instructions
  3. Package Your Items: Securely package the items in their original packaging with all tags attached
  4. Ship to Us: Send the package to our warehouse address (provided with your authorization)
  5. Confirmation: We’ll notify you once we receive and process your return

Return & Exchange Request Template

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

Email to: [email protected]


Dear Pure Hockey Store Team,

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

Order Number: [Your Order Number]

Date Received: [Date You Received Order]

Items to Return/Exchange:

  • [Product Name] – [Size/Color] – [Quantity]
  • [Additional items if applicable]

Reason for Return/Exchange: [Please describe why you’re returning/exchanging]

Preferred Resolution: [Refund / Exchange for (specific product)]

Please provide instructions on how to proceed.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

Refund Processing

Once we receive and inspect your returned items:

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • Exchange Shipping: We cover shipping costs for exchanges of defective or incorrect items

International Returns

For our global hockey community (serving worldwide except Asia and some remote areas):

  • International customers are responsible for return shipping costs
  • Customs duties and import taxes are non-refundable
  • We recommend using a trackable shipping service for returns

Need Assistance?

Our customer service team is here to help with any questions about returns or exchanges:

📧 Email: [email protected]

🏢 Address: 3111 West Place Southeast, Washington, US 20020

We’re committed to making your returns experience as smooth as a fresh sheet of ice.