Return & Refund policy
Last updated: 30-9-2026. HeroHaven is a trading name of HEROHAVEN CY LTD. Nothing in this policy affects your statutory rights.
1. Changing your mind
You can cancel your order and return goods for any reason within 14 days of the day you receive them. To cancel, tell us clearly in writing (email support@herohaven.co.uk with your order number). You then have a further 14 days to send the goods back to us.
You may open items to inspect them, as you could in a shop. Please handle them with care and keep the original packaging. If you handle an item more than needed to check it, and it has lost value as a result, we may reduce your refund by that amount. We will tell you if we do.
The following cannot be returned once opened or made: sealed items that cannot be returned for health or hygiene reasons once unsealed, and items made to your specification or personalised for you.
2. Faulty, damaged or wrong items
If an item is faulty, damaged, not as described, or not what you ordered, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015. In the first 14 days you can reject a faulty item for a full refund.
Please email support@herohaven.co.uk as soon as possible with your order number, a clear description, and photos or video. Reporting within 48 hours of delivery helps us claim from the carrier, but you do not lose your rights if you report later. We provide a prepaid tracked return label at no cost for faulty, damaged and wrong items, including for international orders.
Minor cosmetic differences that are normal for mass-produced collectibles, such as small creases in outer box packaging, are not treated as faults. Anything that makes the product not of satisfactory quality is.
3. How to return an item
Email support@herohaven.co.uk with your name, email, order number, the products and the reason for return. Once we approve the return, we will send you the address and instructions. Returns are sent to: HeroHaven Returns, 28 Wetland Way, Whittlesey, Peterborough PE7 1FQ, United Kingdom. Please do not send returns to this address without approval, because we may not be able to match them to your order.
4. Return postage
- Change of mind: you pay the cost of returning the goods, wherever you are. Please use a tracked service, because you are responsible for the goods until they reach us.
- Faulty, damaged or wrong items: we pay. We will send you a prepaid label.
5. Packing your return
Use a suitable box with padding. Do not stick the shipping label directly to the product or its own box. If items reach us damaged because of poor packing, we may reduce the refund by the loss in value.
6. Refunds
We refund you within 14 days of receiving the goods back, or of receiving proof you have sent them, whichever is earlier. The refund includes the standard delivery charge you paid, but not extra costs if you chose a faster method than our cheapest standard option. We refund to your original payment method. Your bank may take 3–5 working days to show it. Site credit is available immediately if you prefer it.
7. Refused and undeliverable parcels
If you refuse a delivery, we treat it as a change of mind, and the return cost may be deducted from your refund. If a parcel comes back undeliverable because of an address error, see the Shipping Policy. International customers are responsible for duties and taxes on refused or undelivered parcels, and if customs destroys a shipment, we cannot refund it.
8. Deductions from refunds
We may reduce a refund only where an item comes back with missing parts, or has lost value because it was handled more than needed to inspect it. We do not charge a separate restocking fee. Returns received after the 14-day return period may be refused unless we agreed an extension.