Cancellation policy

Last updated: January 11, 2026

Some items at HeroHaven may be offered as a standard purchase or a pre-order. This policy outlines how you can change or cancel these different types of purchases.

 

Table of Contents

  1. Standard Order Cancellations
  2. Pre-order Terms & Deposits
  3. Cancellation of Pre-orders
  4. Processing Fees & Refunds
  5. How to Request a Cancellation

 

Standard Order Cancellations

For in-stock items, cancellations are only possible before the order has been dispatched.

  • Before Dispatch: We can cancel the order and issue a refund, minus the non-refundable payment processing fees (see below).
  • After Dispatch: Once dispatched, the order cannot be cancelled. You must follow our Return & Refund Policy and return the item at your own expense.

 

Pre-order Terms & Deposits

When you purchase a pre-order, you are reserving an out-of-stock or soon-to-be-available product. To secure your reservation, a non-refundable deposit (NRD) of 20% of the item's total price is collected at checkout.

Your payment method for the remaining balance will be stored securely and charged when the item is ready for dispatch from our warehouse.

 

Cancellation of Pre-orders

  • Within a 48-Hour Grace Period: You may cancel your pre-order for a full refund, including your 20% deposit, within 48 hours of placing the order.
  • After the 48-Hour Grace Period: If you cancel before dispatch but after the 48-hour window, the 20% deposit will be forfeited as a cancellation fee. Any payments made beyond the initial 20% deposit will be fully refunded.
  • Manufacturer Cancellation or Significant Delay: If a manufacturer cancels production or a delay exceeds 6 months from the estimate, you may choose a full refund (including deposit) or store credit with a 5% bonus.
  • After Dispatch: Once dispatched, pre-orders cannot be cancelled; our standard Returns Policy applies.

Note: Release dates are estimates. Delays are common in the collectibles industry and are not a valid reason for penalty-free cancellation outside of the "Significant Delay" clause.

 

Processing Fees & Refunds

For cancellations where a full refund is applicable (Standard Orders before dispatch or Pre-orders within the grace period), we issue a refund minus non-refundable payment processing fees.

These fees are charged by payment providers and are not returned to us when we issue a refund. The deduction includes:

  • Processing Fee: Between 2% and 5% of the total transaction value.
  • Fixed Fee: £0.30 per transaction.

 

How to Request a Cancellation

To request a cancellation, please contact us immediately:

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

Please include your full name and the specific items you wish to cancel.

 

Dispatch Disclaimer:

During peak periods, our warehouse may process orders within minutes. We cannot guarantee that a cancellation request will be processed before the order is dispatched.