Return & Refund policy

Unopened and unused item(s) can be returned within 14 days of receipt - unless specifically stated on the product details page.

The packaging must be in the same condition as it was upon receipt.

 

Opened Items

Opened item(s) are not eligible for returns - this includes:

• Item(s) that have been opened or removed from the packaging
• Item(s) that have visible indications that the packaged has been opened
• Opened products that are no longer factory sealed

 

Defective or Damaged Items

The restrictions on opened items do not apply to products that are found to be defective, faulty, or damaged upon arrival. If your item is damaged in transit or has a manufacturing defect, please notify us within 48 hours of receipt at support@herohaven.co.uk. In these cases, we will provide a replacement or a full refund once the fault is verified.

 

Wrong Item Delivered

We have strict quality control measures in place, but if we’ve made a mistake and sent the wrong item, we will fix it at no cost to you.

Please email support@herohaven.co.uk within 48 hours of delivery. You must include your order number and a clear photo of the incorrect item received.

Once we verify the error, we will provide a prepaid tracked shipping label. Your correct item will be dispatched (or a refund issued) as soon as the incorrect item is received back at our warehouse and inspected. Please make sure the items are returned unused and in original packaging.

 

How to Return an Item

If you wish to return an item, please send an email to support@herohaven.co.uk. The email should include the following information:

• Your name
• Email
• Order number
• Product(s) name
• Reason(s) for return
• Photographs or video of the item in the case of damage or defect(s)
  

 

Return Shipping

If your item arrives damaged, is defective, or we made a mistake ( e.g. wrong item delivered), we will provide a prepaid tracked shipping label at no cost to you.

Once your return request is approved, we will issue a tracked shipping label. Please note that HeroHaven does not accept unauthorized returns, items sent back using your own shipping methods without prior approval may not be processed or refunded.

Customers outside the UK are responsible for all international return shipping fees and arrangements. These costs are non-reimbursable. HeroHaven is not responsible for any lost or damaged packages during the return transit; we strongly recommend using a tracked service.

 

How to Prepare Your Item for Return Shipping

Please pack the item(s) in an appropriate-sized cardboard box and use bubble wrap or another type of fill to adequately protect the item. We try to ship all orders with reusable boxes and packaging.

Please do not place the shipping label directly on the item(s) to return it as this will result in your return being null and void and no refund, replacement or store credit will be issued.

If the item(s) are damaged in transit or received by HeroHaven in worse condition than on dispatch to you your refund will be less than the value of the item(s) being returned.

 

Refunds

Refunds on returned item(s) are issued after the product(s) have been received by HeroHaven and processed - please allow up to five working days (this timescale may be increased during busy periods).

Refunds are issued in the original payment method. In cases where this is not possible, store credit will be issued.

There may be a delay for the funds to clear - the following timescales are estimates:

• Debit/Credit Cards: 3-5 working days
  
• Site credit: Available immediately

 

Refused and Undeliverable Shipments

A refused shipment will be treated as a return and any return costs will be deducted from your refund.

If a shipment is returned to HeroHaven as undeliverable due to an error on your part (e.g. an incorrect address provided or maximum number of delivery attempts exceeded) we will refund the parcel once it arrives back.

International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If Customs dispose of your shipment for any reason, no refunds will be issued for product or shipping.

 

Address Changes

We process orders quickly to ensure fast delivery. If you notice an error in your shipping address, please notify us immediately at support@herohaven.co.uk.

• Before Dispatch: We will make every effort to update the address, though this is not guaranteed during peak periods.
• After Dispatch: Once an order has been dispatched, we are unable to change the delivery address or intercept the package.

To request an address change, please contact us immediately:

• Email: support@herohaven.co.uk
• Subject Line: URGENT: Update address - [Your Order Number]

Please include your full name and address for the order you would like to update.

Note:

HeroHaven is not liable for orders delivered to an incorrect address provided by the customer. No refunds or replacements will be issued unless the item is returned to us by the carrier.

 

Restocking Fees

Fees may apply in the following circumstances:

• The returned goods contain missing, damaged, or opened items
• The returned goods have been opened and inspected by Customs
• The returned good were received by HeroHaven after the 14-day return window unless an extension has been authorised by customer services/returns portal