At hokalondon.co.uk, we want you to shop with confidence and enjoy every step in your new footwear. Whether you’ve purchased HOKA running shoes, comfortable trainers, sportswear or accessories, we understand that sometimes a product may not be quite right for you.
That’s why we offer free delivery and returns, a 30-day risk-free trial run and a 2-year warranty to make your shopping experience more convenient and reassuring.
This Returns and Refunds Policy explains how to return products, request exchanges, receive refunds and make warranty claims. It also outlines your rights under applicable UK consumer protection legislation.
1. Our Returns Policy
We want every customer to feel comfortable when choosing footwear and sportswear online.
If you’re not satisfied with an eligible purchase, you can request a return within 30 days of receiving your order.
Our voluntary returns programme is designed to provide additional flexibility when shopping for running shoes, walking trainers and other products.
Our main customer benefits include:
- Free UK Returns: No return postage charge for eligible returns using our designated return process.
- 30-Day Risk-Free Trial Run: Try eligible footwear under normal conditions before deciding whether to keep it.
- Free Standard Delivery: Complimentary standard delivery on eligible UK orders.
- 2-Year Warranty: Additional protection against qualifying manufacturing and material defects.
These benefits are provided in addition to your statutory consumer rights.
2. 30-Day Risk-Free Trial Run
Finding the right running shoes is about more than choosing a colour or size. Comfort, cushioning and fit can make a difference to your everyday activities.
Our 30-day risk-free trial run allows you to try eligible footwear and decide whether it suits your needs.
During the trial period, you may wear eligible shoes for normal running, walking and everyday activities to assess their comfort and performance.
If the footwear doesn’t meet your expectations, you can request a free return within 30 days of receiving it.
Normal signs of use resulting from reasonable trial activities are accepted under this voluntary programme.
However, products showing deliberate damage, significant misuse, unauthorised alterations or use clearly beyond a reasonable trial may be excluded.
The trial programme does not restrict your rights relating to faulty or misdescribed goods.
3. Return Eligibility
To qualify for a return under our voluntary 30-day programme, your request must be submitted within the applicable return period.
For footwear covered by the risk-free trial, reasonable wear during normal testing is permitted.
For clothing, hats and other accessories, products should generally be returned in a clean, suitable condition, with original labels and packaging where reasonably possible.
Items that are damaged through misuse, deliberately altered or otherwise excluded under clearly disclosed product-specific conditions may not qualify for voluntary returns.
Certain products may also be subject to hygiene-related restrictions where legally applicable.
These voluntary conditions do not override your statutory cancellation rights or remedies for faulty goods.
4. How to Start a Return
If you wish to return a product, please contact our customer service team through the contact options available on hokalondon.co.uk.
To help us process your request, please provide:
- Your order number.
- The name and email address associated with your purchase.
- The product you wish to return.
- Your preferred outcome, such as a refund or exchange.
- A brief description of the issue, where relevant.
Once your request has been reviewed, we will provide the appropriate return instructions.
Please use the designated return procedure to qualify for free return shipping under our voluntary returns programme.
Do not send products to an address that has not been confirmed for returns.
5. Free Returns Within the United Kingdom
We offer free eligible returns for customers within the United Kingdom.
Where a return qualifies under our voluntary returns programme, we will provide an appropriate prepaid return method or arrange another suitable return solution.
There is no standard return postage charge when you follow the designated procedure.
Return arrangements may vary depending on your location, the product and the delivery service available.
If you receive a faulty, damaged or incorrect product, we will cover reasonable return costs where required by UK consumer law.
Please retain any return tracking information or proof of postage until your return has been completed.
6. Exchanges and Size Changes
We understand that choosing the correct shoe size online can sometimes be difficult.
If your footwear doesn’t fit as expected, you may request an exchange within the applicable return period.
Exchanges are subject to product availability.
You may be able to exchange an eligible product for a different size or colour.
If your preferred replacement is unavailable, we can arrange a return and refund so that you can select another product.
Where an exchange is offered under our voluntary programme, eligible return shipping is free.
Please contact our customer service team before returning products for an exchange.
7. Refund Processing
Once your return has been received, we will review it in accordance with the applicable return conditions.
For eligible voluntary returns, we aim to process refunds within 14 days after receiving and assessing the returned products.
Refunds are normally issued to the original payment method used during checkout unless another arrangement is expressly agreed.
Your bank or payment provider may require additional time to display the refunded amount in your account.
Where a statutory cancellation or faulty-goods remedy applies, the relevant legal refund requirements and deadlines take precedence.
We do not charge a refund administration fee for valid statutory cancellations.
8. Your Statutory Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing goods online generally have the right to cancel eligible orders within 14 days without giving a reason.
For a standard order, the cancellation period normally ends 14 days after the day you receive the goods.
If an order contains several items delivered separately, the period generally runs from receipt of the final item.
To exercise this right, you must clearly notify us of your decision to cancel before the deadline.
You then generally have a further 14 days to return the goods.
We will reimburse the payments required by law, including any applicable standard delivery charges, within the statutory timeframe. We may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever occurs first.
For statutory cancellations, we may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Our voluntary 30-day risk-free trial provides additional benefits beyond these statutory rights.
9. Faulty or Defective Products
We aim to supply products that meet the standards required by UK consumer law.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
If you receive a faulty product, please contact our customer service team and explain the issue.
Depending on the circumstances, you may be entitled to:
- A refund under the statutory short-term right to reject.
- Repair or replacement.
- A price reduction.
- A final right to reject the goods and obtain a refund.
The statutory short-term right to reject faulty goods generally applies within 30 days, subject to the relevant legal conditions.
Your rights may continue beyond this initial period.
Nothing in this policy excludes or limits your statutory remedies.
10. Damaged or Incorrect Items
If your order arrives damaged or contains an incorrect product, please contact us as soon as reasonably possible.
To help us investigate, you may provide your order number, a description of the issue and photographs where helpful.
We will review the information and explain the available options.
Where we have supplied the wrong product or the goods do not meet statutory requirements, we will provide an appropriate remedy in accordance with UK consumer law.
This may include a replacement, repair or refund.
You will not be required to pay reasonable return costs where the law makes us responsible for them.
11. 2-Year Warranty
At hokalondon.co.uk, we offer a 2-year warranty on all products, subject to the applicable warranty terms.
This voluntary warranty covers qualifying manufacturing and material defects arising during normal, intended use.
Examples of potentially covered issues may include:
- Manufacturing defects in stitching or construction.
- Faulty materials resulting from production defects.
- Structural defects not caused by misuse.
- Other qualifying manufacturing faults.
The warranty does not normally cover ordinary wear and tear, accidental damage, improper care, significant misuse or unauthorised modifications.
To request warranty assistance, please contact our customer service team with your order number and details of the issue.
Following assessment, an appropriate warranty remedy may include repair, replacement or refund.
Our voluntary warranty is provided in addition to your statutory rights under the Consumer Rights Act 2015.
12. Returns for Clothing and Accessories
Our collection may include sportswear, caps, socks and other accessories alongside HOKA footwear.
Eligible clothing and accessories may be returned within our voluntary 30-day return period.
For these products, we generally ask that items are returned clean, with their original labels and in a condition suitable for inspection.
The risk-free trial allowance for normal outdoor footwear use does not automatically apply to all clothing and accessories.
Any product-specific return conditions will be disclosed where relevant.
Statutory cancellation rights and remedies for faulty goods remain unaffected.
13. Items That May Not Qualify for Voluntary Returns
Certain products may be excluded from our voluntary return programme where the applicable conditions have been clearly communicated.
Examples may include:
- Products deliberately damaged or significantly misused.
- Items altered or modified after purchase.
- Certain sealed hygiene-related products once unsealed, where a lawful exception applies.
- Products subject to other clearly disclosed and legally permitted exclusions.
These exclusions do not remove statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods.
We will assess return requests fairly and in accordance with applicable UK law.
14. Returning Multiple Items
If your order contains several products, you may request a return for one or more eligible items.
Please identify the products you wish to return when contacting our customer service team.
Where possible, we may provide instructions for returning multiple items together.
If products were delivered separately, different return arrangements may occasionally be necessary.
Refunds will be calculated according to the products returned and the applicable legal or promotional conditions.
If you return only part of an order, we will explain any lawful adjustment affecting the refund amount.
15. Lost or Delayed Return Parcels
We recommend retaining your proof of postage and any available tracking details when returning products.
If your return appears delayed or missing, please contact our customer service team.
We will review the available information and, where appropriate, investigate the issue with the return delivery provider.
Where you exercise your statutory cancellation rights, the applicable legal rules concerning refund deadlines and evidence of return will apply.
We will not unreasonably delay a refund that is legally due.
16. Refunds to Expired or Replaced Payment Cards
Refunds are normally issued through the original payment method.
If your payment card has expired or been replaced, your bank or card issuer may still be able to direct the refund to the appropriate account.
If the original payment method is no longer available, please contact our customer service team.
We will review the circumstances and consider a suitable alternative refund arrangement where necessary.
For your security, please do not send full payment card details through ordinary email or customer service messages.
17. Customer Support for Returns
If you have questions about returns, exchanges, refunds or warranty claims, our customer service team is available through the contact options provided on hokalondon.co.uk.
We can assist with:
- Starting a return request.
- Understanding the 30-day trial programme.
- Arranging eligible free returns.
- Checking exchange availability.
- Reviewing refund status.
- Reporting faulty or incorrect products.
- Submitting a warranty enquiry.
- Understanding your statutory consumer rights.
Please provide your order number when contacting us about an existing purchase.
We aim to provide clear guidance and help resolve your enquiry efficiently.
18. Our Commitment to Customer Satisfaction
At hokalondon.co.uk, we believe that shopping for running shoes, trainers and sportswear should be convenient, flexible and reassuring.
Whether you’re choosing footwear for running through London, walking around the city, travelling or enjoying everyday activities, we want you to feel confident in your purchase.
Our customer benefits include:
- Free Delivery and Returns: Complimentary standard UK delivery and eligible return shipping.
- 30-Day Risk-Free Trial Run: Try eligible footwear under normal conditions and return it if it doesn’t suit your needs.
- 2-Year Warranty: Additional protection against qualifying manufacturing and material defects.
- Helpful Customer Support: Assistance with returns, exchanges, refunds and warranty enquiries.
We aim to handle every return request fairly, provide transparent information and respect your rights under UK consumer protection legislation.
hokalondon.co.uk – Enjoy free UK delivery and returns, discover the comfort of a 30-day risk-free trial and shop with confidence through our 2-year warranty.