Performance Driven. Customer Focused. Hassle-Free Returns.

Welcome to the Bauer Sale Store team. Just as you trust your gear on the ice, you can trust us to make your returns and exchanges process as smooth as a tape-to-tape pass. This policy is designed with our global hockey community in mind—from the youth player in Toronto to the seasoned pro in Stockholm.

Quick Summary: We offer a 15-day return window from the date you receive your item. Most new, unused items in original packaging can be returned for a refund or exchange. Please review the sections below for details on non-returnable items and the step-by-step process.

Our Return & Exchange Commitment

We stand behind the quality of our authentic Bauer gear. If your item isn’t the right fit, model, or doesn’t meet your expectations, we’re here to help you get what you need to get back in the game.

1. Eligibility & Timeframe

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unused, in original condition, and in their original packaging with all tags and protective covers (e.g., skate blade guards, stick wrapping) intact.
  • Proof of Purchase: Your order number or receipt is required.

2. Step-by-Step Return/Exchange Process

  1. Initiate Your Request: Contact our customer service team at [email protected] within the 15-day window. Use the email template provided below to ensure we get all necessary details quickly.
  2. Receive Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where to ship your return.
  3. Pack & Ship: Securely pack the item(s) in the original packaging, include the RMA number clearly on the outside of the box, and ship it to the address we provide. We recommend using a trackable shipping service.
  4. Inspection & Processing: Once received at our facility, our team will inspect the item(s). This process typically takes 3-5 business days after arrival.
  5. Completion: Upon approval, we will immediately process your refund or ship your exchange item.

3. Return/Exchange Request Email Template

Copy and paste the template below into an email to [email protected] to get started.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Bauer Sale Store Team, I would like to request a return/exchange for my recent order. Order Number: [Please insert your order number] Item(s) for Return/Exchange: [e.g., Bauer Vapor Hyperlite Stick, Senior, Flex 87] Reason for Return/Exchange: [e.g., Incorrect size, product defect, change of mind] Preferred Resolution: [Refund to original payment method / Exchange for (specify product details)] I confirm the item(s) are unused, in original condition, and include all packaging and tags. Please provide the return address and any further instructions. Thank you, [Your Full Name] [Your Phone Number – Optional but helpful]

4. Refunds: Timing & Method

Your refund will be processed with the same precision and security as our checkout.

  • Timing: Refunds are initiated within 3-5 business days after we receive and inspect the returned item. The time it takes for the funds to appear in your account depends on your financial institution:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days.
    • PayPal: 3-5 business days.
  • Method: All refunds are issued to the original payment method used for the purchase. Shipping costs are non-refundable, unless the return is due to our error or a defective product.

5. Exchanges

Need a different size, flex, or model? We’ll ship your exchange item as soon as your return is approved. If the exchange item is of higher value, you will be charged the difference. If it’s of lower value, we will refund the difference.

6. Non-Returnable Items

For health, safety, and hygiene reasons, the following categories of products, as identified in our store menu, are FINAL SALE and cannot be returned or exchanged unless they arrive defective or damaged:

  • Baselayer & Clothing (in direct contact with skin): This includes items from the Baselayer, Clothing, Bottoms categories (e.g., compression wear, base layers, undershirts).
  • Cut Resistant Gear: All products from the Cut Resistant category due to specialized safety construction.
  • Hats & Hats (Headwear): All products from the Hats category.
  • Customized or Used Items: Any product that has been customized, used, altered, or is not in its original saleable condition.

Exception: If any non-returnable item arrives defective or damaged, please contact us immediately at [email protected] with photos, and we will resolve it promptly.

7. Shipping Costs & Responsibilities

  • Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to our error (wrong item shipped, defective product).
  • Original Shipping Fees: The original shipping fee (e.g., the $12.95 Standard Shipping charge) is non-refundable for change-of-mind returns.
  • Exchange Shipping: We cover the standard shipping cost for the replacement item sent to you.

Questions? We’re Here to Help.

Our team is ready to assist you with any part of the return or exchange process.

Email: [email protected]
Address for Returns (By Authorization Only): 883 Stewart Street, Indianapolis, US 46202
Website: hockeyessential.com

Thank you for being part of the Bauer Sale Store community. We’re committed to your satisfaction, both on and off the ice.

Last Updated: October 26, 2023