We want you to shop with confidence at HERO Store. This policy explains our additional 30-day returns offer and your legal rights. Nothing in this policy limits your statutory rights.

Our 30-Day Returns Offer

For most non-personalised goods, we offer a voluntary return within 30 calendar days after delivery. Please email herostore@hero-era.com within that period, identifying your order and the items you wish to return.

For a return under this additional 30-day offer, goods should be unused, complete and in a resalable condition, with their tags and accessories and, where reasonably possible, their original packaging. Please include your order number. We may decline a voluntary return where these conditions are not met, but this does not restrict your statutory cancellation or faulty-goods rights.

For voluntary change-of-mind returns outside the statutory cancellation period, we refund the price of the eligible returned goods; original delivery charges are not refundable unless required by law. Customers pay the return delivery cost unless we agree otherwise.

Your Legal Right to Cancel

UK consumers who buy eligible goods online generally have 14 days after receiving them to tell us that they wish to cancel without giving a reason. If an order is delivered in several instalments, the period generally runs from receipt of the final instalment. To cancel, email us or send a clear written statement before the cancellation period ends. You can use the email address below.

After telling us you wish to cancel, you normally have a further 14 days to send the goods back. For a valid statutory cancellation, we will refund the price paid for the cancelled goods plus the cost of our least expensive standard outbound delivery option (where applicable). We do not have to refund any extra amount paid for an upgraded delivery service.

We will make the refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. We may withhold the refund until one of these occurs. Refunds are made to the original payment method unless otherwise agreed.

You may handle goods as you would reasonably do to inspect them in a shop. We may make a lawful deduction if their value has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging is not a condition of your statutory cancellation right.

Made-to-Order Clothing & Personalised Goods

Some HERO-ERA garments are produced only after an order is placed. Being made after purchase does not, by itself, remove cancellation rights. Clothing selected from our standard designs, sizes and colours normally remains eligible for the statutory cancellation right and our 30-day returns offer, subject to the conditions above.

The statutory change-of-mind cancellation right does not normally apply to goods genuinely made to your individual specification or clearly personalised (for example, bespoke measurements or a name added at your request). We will identify any such exception before purchase. These items are also excluded from our voluntary 30-day change-of-mind offer unless we state otherwise. Your rights if goods are faulty, incorrectly supplied or not as described still apply.

Made-to-order clothing usually takes at least 7 working days to produce before dispatch. Please check sizing carefully and contact us if you need advice.

Faulty, Damaged or Incorrect Items

If goods are faulty, damaged, not as described or incorrectly supplied, please contact us with your order number and a description of the issue. Photos are helpful but are not a condition of your legal rights. You do not lose your rights if you contact us more than 48 hours after delivery.

Under the Consumer Rights Act 2015, consumers may be entitled to a refund, repair, replacement or other remedy depending on the circumstances, including a short-term right to reject qualifying faulty goods within 30 days. Where we are legally responsible for a return, we will bear reasonable return costs or arrange collection.

Return Postage & Sending Goods Back

For a normal change-of-mind return, the customer pays return postage. Please package goods securely and consider a tracked service. Contact us first for the correct instructions, particularly for oils, liquids, heavy or hazardous goods that need a suitable courier or collection arrangement. Such products are not automatically exempt from statutory cancellation rights merely because they require special transport.

Our returns address is:

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

Please contact us before posting where possible so that we can identify your parcel and avoid unnecessary transport costs. This does not remove your right to notify us of a statutory cancellation.

Exceptions to Change-of-Mind Cancellations

Some goods may fall within legal exceptions to cancellation, including clearly personalised or genuinely bespoke goods; sealed goods unsuitable for return for health protection or hygiene reasons once unsealed; and goods inseparably mixed with other items after delivery. Other exceptions may apply to particular products or digital content, depending on how they are supplied. We will explain relevant restrictions before purchase. These exceptions do not remove remedies for faulty or misdescribed goods.

Sale Items & Exchanges

Sale and clearance products retain the same statutory rights as full-price goods. Where eligible, they are covered by our voluntary 30-day return offer unless we clearly explain a different voluntary offer before purchase.

We do not provide direct exchanges as standard. If eligible, please return your original item for a refund and place a separate order for the preferred size, colour or product.

Refund Times & Contact

For voluntary returns outside the statutory cancellation period, we aim to process eligible refunds promptly after receipt and inspection. For statutory cancellations, the legal refund times above apply. Your payment provider may take additional time to display the credit.

Email: herostore@hero-era.com

Consumers outside the UK may have additional mandatory rights under applicable local law. Please also see our Shipping Policy and Terms & Conditions.