Refund and Returns Policy

RETURNS

You have the right to request a return within 14 days of receiving your order, subject to applicable law and the conditions set out below.

To be eligible for a return, your item must be unused, in the same condition in which you received it, and, where applicable, in its original packaging.

Certain items may be excluded from return where this is permitted by law, including custom-made or personalised products, perishable goods, sealed goods not suitable for return for health protection or hygiene reasons once unsealed, and other items for which the statutory right of withdrawal does not apply.

To complete your return, we may require proof of purchase.

Please do not send your purchase back to the manufacturer.

REFUNDS

Once your return has been received and inspected, we will notify you by email that we have received your returned item. We will also inform you whether your refund has been approved or rejected.

If approved, your refund will be processed to your original payment method within a reasonable period of time.

LATE OR MISSING REFUNDS

If you have not yet received your refund, please first check your bank account again.

Then contact your credit card provider, as it may take some time before your refund is officially posted. Next, contact your bank, as processing times may vary.

If you have done all of this and still have not received your refund, please contact us at info@hero.be.

SALE ITEMS

Sale items may only be refunded where required by applicable law.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at info@hero.be and send your item to:

Hero
Leuvensestraat 134
3300 Tienen
Belgium

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you may receive a gift credit for the value of your return, where applicable.

If the item was not marked as a gift at the time of purchase, or if the gift giver had the order shipped to themselves before giving it to you, any refund will be made to the original purchaser.

RETURN SHIPPING

To return your product, please send it to:

Hero
Leuvensestraat 134
3300 Tienen
Belgium

Unless otherwise agreed or required by applicable law, the direct cost of returning goods is borne by the customer.

Depending on where you live, the time it may take for an exchanged product to reach you may vary.

We recommend using a tracked shipping service or purchasing shipping insurance for higher-value items. We cannot guarantee that we will receive your returned item.