At hokawalkingshoe.co.uk, we want you to shop with confidence and enjoy a comfortable experience from the moment you place your order. Whether you’re choosing HOKA walking shoes, cushioned trainers, running footwear, sportswear or accessories, your satisfaction is important to us.
We understand that finding the right footwear sometimes takes more than trying it on indoors. That’s why we offer free delivery and returns, a 30-day risk-free trial run and a 2-year warranty, giving you greater flexibility and peace of mind when shopping online.
This Returns and Refunds Policy explains how to return products, request exchanges, receive refunds and access warranty support. Our voluntary return benefits are provided in addition to your statutory rights under UK consumer protection law.
1. Our Returns Policy
We aim to make returning products as straightforward and convenient as possible.
If your purchase does not meet your expectations, you may request a return within 30 days of receiving your order, subject to the conditions of our voluntary returns programme.
Our returns service includes:
- Free eligible returns within the United Kingdom.
- A 30-day return period for qualifying products.
- A 30-day risk-free trial run for eligible footwear.
- Assistance with exchanges and refunds.
- Support for faulty, damaged or incorrect products.
- A 2-year warranty covering qualifying manufacturing defects.
We want you to feel comfortable choosing the footwear and accessories that best suit your needs.
2. Free UK Delivery and Returns
At hokawalkingshoe.co.uk, we offer free standard delivery and free eligible returns within the United Kingdom.
There is no minimum order value required for our complimentary standard delivery service.
If you need to return an eligible product, please contact our customer service team to obtain the appropriate return instructions.
We will explain the available free return method and any relevant packaging requirements.
To benefit from our free voluntary returns service, please follow the designated return procedure.
Your statutory rights concerning return costs remain unaffected.
3. 30-Day Return Period
Our voluntary returns programme allows customers to request a return within 30 days of receiving their order.
This gives you time to inspect your purchase and decide whether it meets your expectations.
For most non-footwear products, such as clothing and accessories, items should generally be returned unused, in good condition and with their original labels where reasonably possible.
Eligible footwear is covered by our separate 30-day risk-free trial run, which permits reasonable trial use.
If you wish to return a product, please contact our customer service team within the applicable return period.
These voluntary conditions do not limit your statutory cancellation rights or remedies for faulty goods.
4. 30-Day Risk-Free Trial Run
We understand that the comfort and performance of walking shoes are best experienced through real movement.
Our 30-day risk-free trial run allows you to try eligible HOKA walking shoes, running shoes and trainers under normal conditions.
You can assess how the footwear feels during everyday walks, light exercise or other activities appropriate for the product.
If the shoes do not meet your expectations, you may request a free return within 30 days of receiving your order.
Reasonable signs of normal trial use are accepted under this programme.
However, footwear showing deliberate damage, significant misuse, improper alterations or use clearly outside its intended purpose may be excluded from voluntary returns.
We aim to give customers the freedom to find footwear that genuinely suits their comfort and activity needs.
5. Conditions for Eligible Returns
To qualify for a return under our voluntary programme, the following conditions generally apply:
- The return request is made within 30 days of delivery.
- The product was purchased through hokawalkingshoe.co.uk.
- The product is returned with its main components and accessories where applicable.
- Clothing and non-footwear accessories are generally unused and in suitable condition.
- Footwear returned under the risk-free trial shows only reasonable signs of normal use.
- The product has not been deliberately damaged, significantly misused or materially altered.
Original packaging is recommended where available, but its absence does not automatically remove your statutory rights.
We assess returns fairly according to the product type, the reason for return and the applicable legal requirements.
6. How to Start a Return
If you wish to return a product, please contact our customer service team through the contact options available on hokawalkingshoe.co.uk.
To help us process your request, please provide:
- Your order number.
- The name or email address associated with your order.
- The product you wish to return.
- Whether you would prefer a refund or an exchange.
- A brief explanation of the issue, where relevant.
For returns under the voluntary programme, our team will review eligibility and provide the appropriate instructions.
If you are exercising your statutory cancellation right, you only need to communicate a clear decision to cancel within the applicable period.
You do not have to provide a reason for a statutory change-of-mind cancellation.
7. Preparing Your Return
Before sending your product back, please follow the return instructions provided by our customer service team.
We recommend:
- Using suitable packaging to protect the product during transport.
- Including any relevant return reference where requested.
- Returning accessories or components supplied with the item.
- Removing or covering old shipping labels.
- Retaining proof of postage or return tracking information.
For footwear returned under the 30-day trial, reasonable wear from normal use is accepted.
Please do not deliberately damage or alter products before returning them.
We aim to make the return process convenient while ensuring products are handled responsibly.
8. Refund Processing
Once your return has been received, we will review it in accordance with the applicable voluntary return conditions or statutory rights.
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 unless another arrangement is expressly agreed.
Your bank or payment provider may require additional time to display the refund.
Where statutory cancellation rights apply, we will follow the legal refund deadlines, including any requirement to reimburse you earlier upon receiving sufficient evidence that goods have been returned.
We will not delay a statutory refund beyond the period permitted by law.
9. Exchanges and Size Changes
We understand that finding the correct shoe size is essential for comfortable walking and everyday wear.
If your footwear does not fit as expected, please contact our customer service team to discuss the available exchange options.
Depending on stock availability, we may be able to assist with:
- Exchanges for a different shoe size.
- Exchanges for another available colour.
- Replacement of an incorrect product.
- Alternative arrangements where a direct exchange is unavailable.
If your preferred replacement is unavailable, we can explain the available refund options.
Eligible exchanges are supported by our free returns service.
Any price difference for a voluntary exchange will be explained before the exchange is completed.
10. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged or different from what you ordered, please contact us as soon as reasonably possible.
We aim to resolve these issues fairly and efficiently.
Depending on the circumstances, we may offer:
- A replacement product.
- A repair where appropriate.
- A full or partial refund.
- Another remedy required by applicable UK consumer law.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Customers generally have a 30-day short-term right to reject goods that fail to meet the statutory requirements, subject to the relevant legal conditions.
Additional rights may remain available after this period.
We will cover reasonable return costs where required by law.
11. 2-Year Warranty
At hokawalkingshoe.co.uk, we offer a 2-year warranty on all products, subject to the applicable warranty conditions.
This voluntary warranty provides additional protection against qualifying manufacturing and material defects arising during normal, intended use.
Examples of potentially covered issues may include:
- Defective stitching caused by a manufacturing fault.
- Material defects affecting normal product use.
- Premature separation of components resulting from a manufacturing defect.
- Other verified faults in materials or workmanship.
The warranty does not normally cover ordinary wear and tear, accidental damage, improper care, significant misuse or unauthorised modifications.
Where a valid warranty claim is accepted, the appropriate remedy may include repair, replacement or refund.
This warranty operates in addition to your statutory consumer rights and does not reduce them.
12. How to Make a Warranty Claim
If you believe your product has developed a manufacturing defect within the warranty period, please contact our customer service team.
To help us assess your claim, we may request:
- Your order number.
- The product name or model.
- A description of the problem.
- The approximate date the issue appeared.
- Photographs showing the affected area, where helpful.
We may need to inspect the product or request additional information before determining whether the issue is covered.
If your claim is approved, we will explain the available remedy and next steps.
We aim to handle warranty enquiries fairly and provide clear communication throughout the process.
13. Items That May Not Qualify for Voluntary Returns
Certain products may not qualify for our voluntary change-of-mind returns programme.
Depending on the circumstances, these may include:
- Products showing deliberate damage or significant misuse.
- Clothing or accessories that have been extensively worn or altered.
- Certain hygiene-sensitive products where return restrictions lawfully apply.
- Personalised products where an applicable legal exception exists.
- Products returned outside the voluntary return period.
Eligible footwear used reasonably during the 30-day risk-free trial is not excluded simply because it has been worn.
Any voluntary exclusions will be applied fairly and will not override your statutory rights.
Faulty or misdescribed goods remain subject to applicable consumer protection law.
14. Your 14-Day Statutory Cancellation Right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK customers generally have the right to cancel eligible online purchases without giving a reason.
For a standard order, the statutory cancellation period normally ends 14 days after the day you receive the goods.
Where several goods in one order are delivered separately, the period generally runs from receipt of the final item.
To exercise this right, you must clearly notify us before the cancellation period expires.
You then generally have a further 14 days to send the goods back.
For statutory cancellations, we will reimburse the payments required by law, including applicable standard delivery charges.
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 trial provides additional benefits for qualifying footwear.
15. Refunds Under Statutory Cancellation Rights
Where you exercise a valid statutory cancellation right, we will refund you in accordance with UK consumer law.
We will normally reimburse you using the original payment method unless you expressly agree otherwise.
If the goods have already been delivered, we may withhold reimbursement until we receive them back or you provide evidence of having sent them, whichever occurs first.
The refund will be made within the applicable statutory deadline, generally within 14 days of the relevant event.
If the goods have not been supplied, reimbursement is generally due within 14 days after we are informed of the cancellation.
Your statutory rights are not dependent on approval under our voluntary returns programme.
16. Missing or Lost Return Parcels
We recommend retaining proof of postage and any tracking information provided when returning a product.
If your return appears delayed or lost, please contact our customer service team.
We may review the available tracking details and investigate with the relevant delivery provider.
Responsibility for a return parcel depends on the applicable legal rules and the return arrangements used.
We will not impose responsibility on customers where the law places that risk on us.
If you use our designated free return service, we will explain the relevant procedure and assist with any delivery issues.
17. Returning Gifts
If you received an item purchased through hokawalkingshoe.co.uk as a gift, please contact our customer service team for assistance.
We may require the original order number or other reasonable purchase information.
Depending on the circumstances, we may be able to assist with an exchange or return.
Refunds are normally issued to the original payment method used for the purchase.
We will explain the available options while respecting the rights of the original purchaser.
18. Customer Support for Returns
If you have questions about returns, exchanges, refunds or warranty claims, please contact our customer service team through the contact options available on hokawalkingshoe.co.uk.
We can assist with:
- Free return instructions.
- 30-day return eligibility.
- Risk-free trial run enquiries.
- Footwear size exchanges.
- Refund status updates.
- Faulty or incorrect products.
- 2-year warranty claims.
- Statutory cancellation rights.
Please provide your order number and relevant product information to help us respond efficiently.
We aim to provide helpful guidance and fair solutions throughout the returns process.
19. Our Commitment to Your Comfort and Satisfaction
At hokawalkingshoe.co.uk, we believe that choosing the right footwear should be a comfortable and reassuring experience.
Whether you’re looking for cushioned HOKA walking shoes, supportive everyday trainers, running footwear or practical sportswear, 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 qualifying footwear under normal conditions and return it if it doesn’t meet your expectations.
- 2-Year Warranty: Additional protection against qualifying manufacturing and material defects.
- Helpful Customer Support: Assistance with returns, exchanges, refunds and warranty enquiries.
We are committed to providing clear policies, convenient services and fair treatment while respecting your rights under UK consumer protection legislation.
hokawalkingshoe.co.uk – Discover HOKA walking shoes and cushioned trainers with the freedom to find your perfect fit, supported by free returns and dependable after-sales care.