Cancellation, returns and refunds

Camps, workshops and coaching

A place is confirmed only once payment has been received.

Cancelling a booking

Write to us at least 7 days before the start date and the fee is refunded in full. Cancellations within 7 days of the start date are not refundable — ice time, coaching and places are committed in advance and cannot be resold at short notice.

If we cancel or move a date

If we cancel a programme or change its date, every registered participant is offered either a full refund or a transfer to the new date. The choice is the participant's.

If a participant cannot attend through illness or injury

Write to us. We will offer a transfer to a future programme wherever we can. This is at our discretion and is not a right to a refund.

How refunds are paid

Approved refunds go back to the original payment method within 10 business days. Your bank may take a few days more to show it.

Products

Made-to-order and personalised items cannot be returned or refunded. Production begins specifically for your order. This is stated on the product page before you buy, and applies to custom, made-to-order and personalised items, sale items and gift cards.

Cancelling before dispatch

You may cancel any order at any time before it is dispatched, or before production begins on a made-to-order item, for a full refund.

Damaged, defective or wrong items — 2 working days

Report these within 2 working days of delivery, with photographs, so the courier claim can be made in time. We will replace the item or refund it in full, including return postage. This applies to made-to-order items too — the exclusion above does not cover our mistakes.

All other returns — 7 days

For stock items you simply do not want, request a return within 7 days of delivery. The item must be unused, with tags, in its original packaging, with proof of purchase. Where a return is accepted, we may offer store credit against a future order instead of a refund.

Return postage

We pay when the item is damaged, defective or not what you ordered. You pay when the item is simply not wanted.

Agree the return first

Contact us before sending anything back. Items posted to us without an agreed return will not be accepted. Returns are received at the address on our Contact page.

Exchanges

The quickest route is to return the item and place a new order once the return is accepted.

Refunds

We will tell you once your return has arrived and been inspected, and whether it is approved. Approved refunds go back to the original payment method within 10 business days. If more than 15 business days have passed since approval and you have not seen it, contact us.