Returns & Refunds Policy

Welcome to the HERO-ERA Store Returns & Refunds Policy. We want you to shop with confidence, and we're committed to making our returns process as straightforward as possible. This policy explains how returns, refunds and made-to-order items are handled when purchasing from the HERO-ERA Store.

Returns

We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

• Be unused and in the same condition you received it.
• Be returned with all original tags, accessories and packaging.
• Be accompanied by proof of purchase, such as your order confirmation or receipt.

To request a return, please contact our team before sending any items back.

Email: herostore@heroevents.eu

Returns should be sent to:

HERO-ERA
138 Southern Avenue
Command Works
Bicester Motion
Bicester
Oxfordshire
OX27 8FY
United Kingdom

Please do not return items without contacting us first, as unsolicited returns may not be accepted.

Return Postage

Unless an item is faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning goods.

We recommend using a tracked delivery service, as HERO-ERA cannot accept responsibility for items lost or damaged during return transit.

Made-to-Order Clothing

Many HERO-ERA clothing products are made to order specifically for you once your order has been placed.

As these garments are custom manufactured, they cannot be returned, refunded or exchanged unless:

• The item is faulty.
• There is a manufacturing defect.
• We have supplied the incorrect item.

Please check sizing carefully before placing your order. If you're unsure which size to choose, we'd be happy to help before you purchase.

Made-to-order clothing typically requires a minimum production time of 7 working days before dispatch.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery, including photographs where appropriate.

We'll assess the issue promptly and arrange a replacement, repair or refund where appropriate.

Your statutory consumer rights are not affected.

Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged or supplied incorrectly:

• Made-to-order clothing.
• Personalised or bespoke products.
• Gift cards.
• Personal care products where hygiene seals have been removed.
• Hazardous materials or flammable products.

Sale or clearance items may only be returned where permitted under your statutory consumer rights or if they are faulty, damaged or supplied incorrectly.

If you're unsure whether your purchase is eligible for return, please contact us before returning it.

Exchanges

HERO-ERA does not offer exchanges.

If you require a different item, size or colour (where applicable), please place a new order.

If your original purchase qualifies for a return under this policy, you may request a refund and place a new order for the item you require.

Your Right to Cancel (UK & EU Consumers)

If you are purchasing as a consumer within the United Kingdom or European Union, you generally have the right to cancel your order within 14 days of receiving your goods under applicable consumer protection legislation.

To exercise this right, you must notify us within the 14-day cancellation period.

Please note that this statutory right does not apply to goods that have been made to your specification or are clearly personalised, including our made-to-order clothing.

Returned items must be:

• Unused.
• In their original packaging.
• Complete with all tags, accessories and documentation.

Nothing in this Returns & Refunds Policy affects your statutory consumer rights.

Refunds

Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow up to 10 business days for your bank or card provider to process your refund.

If more than 15 business days have passed since your refund was approved, please contact us at herostore@heroevents.eu.

Questions?

If you have any questions regarding returns, refunds, sizing or made-to-order clothing, our team will be happy to help.

Email: herostore@heroevents.eu

We recommend that customers also read our Shipping Policy, Terms & Conditions and Privacy Policy for further information about ordering from the HERO-ERA Store.