Returns and Right of Withdrawal
According to EU regulations, you have the right to withdraw your purchase within 14 days from the date you received the product. At HERO, we are committed to adhering to all e-commerce guidelines to ensure a safe and reliable shopping experience. To exercise your right of withdrawal, you must notify us of your decision within this period.
We are not responsible for lost packages and are unable to assist in matters concerning transit issues if they are out of our control.
How to Return a Product
• Notify Us:
Send an email to orders@herovapes.com with your order number and details about the product you wish to return.
• Package the Product:
Ensure that the product is unused and in the same condition as when you received it. Pack the product carefully in its original packaging or a similar one to prevent damage during transport.
• Ship the Return:
The return must be sent with package tracking to ensure safe delivery. The return address will be provided in our email confirmation. You are responsible for the return shipping costs unless the product is defective or we made an error with your order.
Refunds
Once we receive and inspect the returned product, we will process your refund within 14 days. Refunds will be issued using the same payment method as the original purchase unless otherwise agreed.
Exceptions to the Right of Withdrawal
Some products are excluded from the right of withdrawal:
• Products with broken seals for health or hygiene reasons.
• Products that are custom-made to your specifications or clearly personalized.
Contact Information
If you have questions about our return policy or need assistance with a return, feel free to contact us via email at orders@herovapes.com.