Workshop and Retail Terms and Conditions

These terms are designed to be clear, fair, and consistent with UK consumer law. They explain what you can expect from us, and what we need from you, if something goes wrong with products or services purchased from The Rink.

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable legislation.

How to Raise an Issue

If you have a problem with skates, equipment, or a service we’ve provided, please follow this process so we can help as quickly and fairly as possible:

1. Contact us at help@therink.uk.
2. Provide full details of the issue, including:
   • Your name and contact details
   • Date of purchase and order details (if available)
   • A clear description of the problem
   • Photos where relevant
3. Review and inspection: We will review the information provided. In some cases, we may need to inspect the skates or equipment.
   • If inspection is required, we will let you know whether the items should be dropped off at the arena or whether an appointment is needed.
4. Assessment and remedies: During the review, we will determine whether remedial action (adjustments, repairs, reshaping, or refitting) is possible and appropriate. Where suitable, these options will be offered first.
5. Consumer rights outcome: If the issue falls within your consumer rights, we will honour the appropriate remedy — repair, replacement, or refund, depending on the nature of the issue and the applicable law.

Returns, Refunds, and Skate-Specific Timelines

Condition of Returned Items

Where a return, replacement, or refund is requested, the condition of the items will be taken into account in line with both consumer law and the nature of specialist skate equipment.

Unless the issue relates to a manufacturing fault or a failure to meet statutory consumer rights, full refunds are normally only available where:

• Blades have not been sharpened
• Blades have not been mounted
• Skates or equipment have not been used on the ice
• Items are undamaged beyond reasonable inspection
• Any original packaging, where applicable, is returned

If blades have been sharpened, mounted, or the skates have been used, this does not automatically remove your consumer rights, but it may affect whether a repair, replacement, partial refund, or other remedy is the most appropriate outcome.

Returns, Refunds, and Skate-Specific Timelines

Because ice skates are specialist, fitted equipment, the timelines and remedies below reflect both consumer law and the realities of how skates break in over time.

Incorrect Size or Immediate Fit Issues (First 14 Days)

If skates are unsuitable due to incorrect sizing — including but not limited to:

• Being too large
• Being too small
• Causing clear and immediate pain due to incorrect shape

These issues must be reported within 14 days of purchase. Provided the skates are returned in a reasonable condition, we will assess whether a return, replacement, or refund is appropriate under your consumer rights.

Developing Fit or Comfort Issues (Up to 3 Months)

Some discomfort only becomes apparent after skating and break-in. If pain or fit issues develop within the first 3 months, we may be able to help by:

• Heat moulding
• Reshaping or adjustment
• Other remedial fitting work

In some cases, if the issue cannot be resolved and the skates have only sustained normal wear, a partial refund may be possible.

What counts as normal wear will be assessed case by case and reflects typical use during break-in.

After 3 Months

After 3 months, skate issues will normally be treated as new service requests. Any further remedial work, adjustments, or modifications may be chargeable at our standard rates, as listed in the Skate Maintenance section of our shop.

This does not affect your statutory rights where a genuine manufacturing fault is identified.

Professional Services (Including Skate Fitting)

When a Fitting Service Is Considered Complete

Skate fitting is a professional service that often continues beyond the point of purchase. A fitting service is not considered complete until the skates have been tested on the ice, which may occur after the skates have been purchased.

This allows real-world feedback and adjustments to ensure the best possible outcome.

If a Fitting Is Discontinued Early

If a customer chooses to discontinue the fitting service after being advised of a likely size, please note:

• Any size recommendation provided at that stage is indicative, not final.
• The fitting service has not been completed, as on-ice testing and follow-up adjustments have not taken place.
• In these circumstances, the right to a full refund for the fitting service may be limited, as the decision to end the service was made by the customer before completion.

We always aim to be fair and reasonable, and we’ll clearly explain any implications before proceeding.

Our Commitment

We take pride in our workmanship and advice, and we aim to resolve issues collaboratively and transparently. If something isn’t right, please talk to us — most problems can be resolved with the right adjustment or support.

If you have any questions about these terms or your rights, contact us at help@therink.uk.