Refund & Returns Policy
Last updated: September 8, 2026
At JR Hockey, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may have the right to return the goods or request a refund in accordance with this policy and applicable consumer protection legislation.
This Refund & Returns Policy applies to purchases made through jrhockey.eu and is intended to comply with applicable European Union and Czech consumer protection legislation.
1. Who We Are
The seller and operator of the JR Hockey online store is:
PRO HS, s.r.o.
Křivá 1711
463 11 Liberec
Czech Republic
Company ID (IČ): 04730283
VAT ID (DIČ): CZ04730283
Website: jrhockey.eu
2. Your Right to Withdraw from an Online Purchase
If you are a consumer purchasing goods online, you generally have the right to withdraw from the purchase contract within 14 days without giving any reason.
For goods, the 14-day withdrawal period normally begins on the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods.
If an order contains several goods delivered separately, the withdrawal period normally begins when you receive the last item.
This statutory right of withdrawal applies in addition to any other rights you may have under applicable consumer protection legislation.
EU consumer rules generally provide a 14-day cooling-off period for online purchases. :contentReference[oaicite:1]{index=1}
3. How to Exercise Your Right of Withdrawal
If you wish to withdraw from your purchase, you must clearly inform us of your decision before the expiry of the applicable withdrawal period.
You may contact us using the contact details provided on jrhockey.eu.
Your withdrawal request should include, where possible:
- Your full name
- Order number
- Date of purchase
- Product(s) being returned
- Your contact details
- A clear statement that you wish to withdraw from the contract
You are not required to provide a reason for exercising your statutory right of withdrawal.
4. Returning the Goods
After notifying us of your withdrawal, you must send the goods back to us without undue delay and, in any event, within 14 days from the date on which you communicated your decision to withdraw, unless applicable law provides otherwise.
The return deadline is met if you dispatch the goods before the 14-day period expires. :contentReference[oaicite:2]{index=2}
Please ensure that the returned goods are packaged securely and appropriately to prevent damage during transportation.
5. Condition of Returned Goods
You may handle the goods only to the extent necessary to establish their nature, characteristics and functionality, in the same way you would reasonably be able to inspect them in a physical shop.
If the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functionality, you may be liable for that diminished value where permitted by applicable law.
We recommend returning products in their original packaging where reasonably possible and including all accessories, labels and documentation supplied with the product.
The absence of original packaging alone does not automatically eliminate your statutory right of withdrawal.
6. Return Shipping Costs
Unless otherwise stated by us, the customer is responsible for the direct cost of returning goods when exercising the statutory right of withdrawal.
We will inform you of any applicable return shipping requirements before you complete your purchase.
Under EU consumer rules, the consumer normally bears the direct cost of returning goods unless the seller has agreed to bear those costs or failed to provide the required information about them. :contentReference[oaicite:3]{index=3}
7. Refunds
When you validly withdraw from a purchase, we will refund the payments received from you in accordance with applicable law.
This generally includes the cost of the standard delivery option you selected when placing the original order.
If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to reimburse the additional cost of that more expensive delivery option.
Refunds will normally be made using the same payment method that you used for the original transaction, unless we expressly agree otherwise and the alternative method does not result in additional fees for you.
Under EU rules, the seller must generally reimburse the consumer without undue delay and no later than 14 days after being informed of the withdrawal. The seller may, however, withhold the refund until the goods have been returned or the consumer has provided evidence that the goods have been sent back, whichever occurs first. :contentReference[oaicite:4]{index=4}
8. Refund Processing
Once the returned goods have been received and the applicable conditions have been verified, we will process the refund without undue delay.
Depending on your payment provider, it may take additional time for the refunded amount to appear in your bank account or payment account.
We are not responsible for delays caused solely by banks, card issuers, Stripe, PayPal or other payment service providers.
9. Faulty, Damaged or Incorrect Goods
Your statutory rights are not affected if goods are defective, damaged, incomplete or do not correspond to the contract.
If you receive:
- A damaged product
- A defective product
- The wrong product
- An incomplete order
- A product that does not correspond to the agreed description or characteristics
please contact us as soon as reasonably possible and provide your order number and, where appropriate, photographs or other information that may help us assess the issue.
Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction or a refund.
EU consumer rules provide statutory protection for goods that are faulty or do not conform to the contract. :contentReference[oaicite:5]{index=5}
10. Damaged Goods During Delivery
If your package appears visibly damaged when delivered, we recommend documenting the condition of the package before opening it and contacting us as soon as possible.
Please provide photographs of:
- The shipping package
- Any visible damage
- The product
- The shipping label
This information can help us investigate the matter with the relevant carrier.
Your statutory consumer rights remain unaffected by any such notification procedure.
11. Warranty and Legal Guarantee
Nothing in this Refund & Returns Policy limits or excludes any mandatory statutory rights you may have under applicable consumer protection legislation.
For consumers in the EU, goods are generally covered by a minimum two-year legal guarantee against lack of conformity, subject to the applicable legal rules and any specific circumstances. :contentReference[oaicite:6]{index=6}
Any additional commercial warranty offered by JR Hockey or a manufacturer is separate from and does not replace your statutory consumer rights.
12. Products That Have Been Used
When exercising the statutory right of withdrawal, you may inspect the product as necessary to determine its nature, characteristics and functionality.
However, if a product has been used or handled beyond what is necessary for such inspection and its value has consequently decreased, you may be liable for the resulting diminished value to the extent permitted by law.
For hockey equipment, we therefore strongly recommend that products intended for return are not used on the ice or in training if you are unsure whether you wish to keep them.
13. Personalised or Custom-Made Products
Certain products may be made or modified specifically according to your individual requirements.
Where applicable law provides an exception to the statutory right of withdrawal for goods made to the consumer’s specifications or clearly personalised, such products may not be eligible for return simply because you have changed your mind.
Before purchasing a personalised or custom-made product, please carefully review the product description and any information concerning returns.
This does not affect your statutory rights in relation to defective or non-conforming goods.
14. Exchanges
If you would like to exchange a product for another size, model or specification, please contact us before returning the product.
Where an exchange is not available, we may process the return and refund and you may place a new order for the desired product.
Your statutory right of withdrawal and legal rights concerning defective goods remain unaffected.
15. Return Procedure
To make the return process as quick and efficient as possible, please follow these steps:
- Contact us and inform us that you wish to return the product.
- Provide your order number and the relevant product information.
- Securely package the product.
- Send the product using an appropriate delivery service.
- Keep proof of shipment until your return has been processed.
Please do not send goods to an address that has not been confirmed for your particular return.
16. Return Address
Unless we provide different instructions for a particular return, returns should be addressed to:
PRO HS, s.r.o.
Křivá 1711
463 11 Liberec
Czech Republic
Please contact us before sending a return so that we can provide any additional instructions required for your particular order.
17. Refunds for Cancelled or Unfulfilled Orders
If an order is cancelled before dispatch, where applicable we will refund payments already received in accordance with the applicable terms and consumer protection legislation.
If we are unable to fulfil an order, we will contact you and, where applicable, provide a refund for payments already made.
18. Promotional Items and Discounts
If a returned product was purchased as part of a promotion, discount or bundle, the refund may take into account the conditions of that promotion.
Nothing in this section limits your statutory rights.
19. Important Notice About Your Consumer Rights
This Refund & Returns Policy is intended to explain our return and refund procedures in a clear and practical way.
It does not exclude, restrict or replace any mandatory rights granted to consumers by applicable law.
If any provision of this policy conflicts with a mandatory provision of applicable consumer protection legislation, the mandatory legal provision will prevail.
20. Contact Us
If you have any questions regarding returns, refunds, defective products or your consumer rights, please contact us.
PRO HS, s.r.o.
Křivá 1711
463 11 Liberec
Czech Republic
Company ID (IČ): 04730283
VAT ID (DIČ): CZ04730283
Website: jrhockey.eu
JR Hockey Returns Promise
We want every JR Hockey customer to have a positive experience. If something is not right with your order, please contact us and we will do our best to resolve the issue quickly, fairly and professionally.
Your satisfaction matters. Your statutory rights always come first.