Last Updated: December 2024
At Bauer Official Store, we stand behind our equipment with the same commitment to excellence that we bring to the ice. Just as our Bauer Sticks, Goalie Equipment, and Protective Gear are built to perform under pressure, our returns process is designed to be straightforward and player-focused.
Returns & Exchanges Overview
We want you to be completely satisfied with your hockey equipment purchase. If you need to return or exchange any item from our extensive collection including Accessory Bags, All Socks, Bags, Baselayer, Clothing, Bottoms, or Goalie Pants, we’re here to help.
Return & Exchange Timeframe
You have 15 days from the delivery date to initiate a return or exchange request.
Condition Requirements
To be eligible for return or exchange, items must be:
- In original condition with tags attached
- Unused and unwashed
- In original packaging
- Accompanied by the original receipt or order confirmation
Non-Returnable Items
For health and safety reasons, the following items cannot be returned or exchanged:
- Cut Resistant gear (once packaging is opened)
- Finger Protection equipment
- Personal protective items where hygiene cannot be guaranteed
Return & Exchange Process
- Contact Our Team: Email us at [email protected] within 15 days of receiving your order
- Provide Order Details: Include your order number and reason for return/exchange
- Receive Authorization: We’ll send you a Return Merchandise Authorization (RMA) number
- Package Your Items: Securely pack the items with the RMA number clearly visible
- Ship to Our Facility: Send to Bauer Official Store, 4083 Patterson Fork Road, DALLAS, US 97338
- Processing: Allow 3-5 business days for processing once we receive your return
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise. We recommend using a trackable shipping service and purchasing shipping insurance.
Refund Information
Once your return is processed:
- Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Processing Time: 5-7 business days after we receive and inspect your return
- Shipping Costs: Original shipping fees are non-refundable
Exchange Process
For exchanges to a different size or color:
- Follow the standard return process above
- Clearly indicate the desired replacement item in your email
- We’ll ship the replacement once we receive your return
- Standard shipping rates apply for the new shipment
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Bauer Official Store Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Order Date]
Items to Return/Exchange: [List items with quantities]
Reason for Return/Exchange: [Please specify]
For Exchanges:
Desired Replacement: [Specify size/color/product]
Please provide return instructions and RMA number.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number]Damaged or Defective Items
If you receive damaged or defective merchandise (including Bauer Sticks, Blockers, Catch Gloves, or any protective equipment), contact us immediately at [email protected]. Include photos of the damage and we’ll arrange for a replacement at no additional cost.
Need Assistance?
Our customer service team is here to help hockey players worldwide (excluding Asia and select remote areas). Contact us at:
Email: [email protected]
Address: Bauer Official Store, 4083 Patterson Fork Road, DALLAS, US 97338
We’re committed to resolving your concerns with the same precision and dedication we bring to crafting world-class hockey equipment.