Refund policy
Returns & Refunds Policy
At HERO-ERA, we want you to be completely satisfied with your purchase. If something isn't quite right, we're here to help.
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 and packaging.
- Be accompanied by proof of purchase (such as your order confirmation).
To request a return, please contact us 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 they may not be accepted.
Return Postage
Unless an item is faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning goods.
For your peace of mind, we recommend using a tracked postal service, as HERO-ERA cannot accept responsibility for items lost 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.
Because these garments are custom manufactured, they cannot be returned, refunded or exchanged unless:
- The item is faulty.
- The item has a manufacturing defect.
- We have supplied the incorrect item.
Please ensure you carefully check the sizing information before placing your order. If you have any questions regarding sizing, our team will 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 is:
- Faulty
- Damaged during transit
- 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.
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
We do 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 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 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 the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Questions?
If you have any questions regarding returns, sizing or made-to-order products, we'd be delighted to help.
Email: herostore@heroevents.eu