Returns policy

You may request the return or exchange of any product within 14 days of delivery.

Contact us to request a return and book your pick-up slot with our courier, or download and view the paper return form (PDF) in order to exercise your right to return your order.

You are entitled to return any item purchased from TheHEROMall Online Store within 14 days of delivery. Here’s how:

1. complete the Returns form

2. ensure all products are in the same condition as upon receipt, with all tags attached. If this is not the case, we will not be able to accept your return and issue the refund

3. attach the included prepaid returns label to the original packaging (or equivalent sturdy packaging) covering the original delivery label

4. follow any other returns instructions we give you Your return will be insured in case of theft or damage during transportation. Returns can only be sent within the same country as that of your order.

If your return does not meet the above conditions, the package will be returned to you and no refund will be made.

For further information regarding exercising your right to return your order, consult the legal section.

Exchange

If you would like to exchange the size and/or colour of a purchased item, this may be done at no additional cost, within 14 days of delivery. Complete the Returns form and select the “Exchange” option and the new size and/or colour amongst those which are available. We will then reserve the new article for you, and as soon as we recieve your return, we will ship it to the initial delivery address. We will notify you of shipping via email.

Exchanges for a different size and/or colour may only be made once. You may, however, return the item following our Returns Policy.

Refunds

We usually accept returns within 3 working days of their arrival at our warehouse. During busy periods this may take up to 7 working days. Once the return has been accepted we will immediately request the refund and send you a confirmation email.

The time taken to receive refunds depends on the payment method selected:

Credit card: our bank issues refunds within 7 working days of the Refund Acceptance Confirmation email. The time it takes to view the refund in your account depends on your card issuer.

PayPal: the refund will be visible in your PayPal account within 24 hours of the Refund Acceptance Confirmation email

DOWNLOAD THE FORM TO EXERCISE YOUR RIGHT TO RETURN YOUR ORDER