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Last Updated: Sep 03 2019

Returns Policy

All defined terms used below shall have the meanings set forth in our Terms and Conditions. See our Terms and Conditions page.

Order Cancellations

Orders that you submit online are processed immediately and may not be cancelled, and you may need to wait until you receive the merchandise in order to return it.

Returns

Each product is printed to order, so unless there is a fault with the item we do not accept returns or exchanges. Our return policy does not apply if the reasons for return are: you have changed your mind, you want to exchange the item for another item, or any other reason other than a product fault. Item returns for these reasons are not eligible for refund or exchange.

Once an item of merchandise is delivered to you, you can return that item within 10 days of delivery if it is faulty. To be eligible for a return, your merchandise must be unused and in the same condition that you received it and must be in the original packaging.

Shipping Faulty Items Back To Us

To initiate a return, please email us at mail@ourheroes.uk.  We require a receipt or proof of purchase along with details of the fault and photos of the fault. These will then be sent to the manufacturer for examination.

If the manufacturer confirms with Our Heroes that the item is faulty based on the information you provide we will send you further instructions for returning the item.

All items are manufactured by another party and resold by us. Please do not send such items back to the manufacturer.

You are responsible for paying for all shipping costs for your returned item. Shipping costs are non-refundable. If you receive a refund, the cost of any return shipping will be deducted from your refund. You should consider using a trackable shipping service or purchasing shipping insurance for items of value.

Refunds and Exchanges

After we have received your valid return, we will send you an email to notify you that we have received your returned item.

If your return is accepted by us, we will arrange for a replacement item to be shipped to you within a reasonable time.

Wrong Item received

We strive to ensure 100% customer satisfaction by providing you with exactly what you request from us. However, if you receive a wrong item you can raise a request for a replacement.

The replacement will be made only after thoroughly investigating the reason for the error. You can also message us via the Contact Form for further assistance.

General

If you do not comply with any of the above conditions, we reserve the right to refuse the return or to impose different or additional conditions.