Returns

We accept returns and exchanges.

Purchases from Stock:

You may cancel or return your order at any time within 14 days of receiving the goods you wish to cancel. If you wish to cancel or return your order, please inform us in writing at admin@herotoys.co.uk or using the Contact Us page of our website.

  • If we have not yet despatched your order, we will cancel your order and refund any monies paid by you (including any postal charges).
  • If we have already despatched your order, then you undertake to return the item to us in its original condition. We will refund the cost of the item (excluding any postal charges) once we have received the item back from you.

Please note that the product must be returned to us at the following address, in its original undamaged packaging, and with all seals intact. If seals have been broken, then the product is devalued and unfortunately we cannot then accept customer returns.

Hero Toys,
8 Meadowlark Close
St Mellons
Cardiff. CF3 0AB

Please do not send your purchase back to the manufacturer.

You should consider asking for a certificate of posting (usually free), trackable shipping service, or insured parcel delivery because we can't guarantee that we will receive your returned item if there is a problem with your carrier.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment within a few days.

Pre-order purchases:

Pre-orders are clearly marked on our website. When we pre-order a product for you, we are committing to buy the item from the manufacturer on your behalf. We cannot cancel such orders with the manufacturer - these are typically bespoke,  limited production-run, or artistic pieces that are manufactured on the basis of the pre-orders received.

Accordingly, while we do allow customers to cancel items that have been pre-ordered, please note that we can only refund 80% of the amount paid (when already paid in full) or, when paying using a payment plan, we will refund anything paid in excess of the minimum 20% deposit.

Expected release dates can also vary and are not a guaranteed arrival date. We list the date given by our suppliers, but delays can and do happen. We cannot cancel your pre-order, even if delays are substantial, so please take this into account when ordering.


Defective Items:

In the unfortunate event that an item is defective, faulty, or sent in error by us then you should email or Contact Us to arrange for the return of the item.

You must return the item(s) to us within 30 days of receipt to qualify for a refund or exchange.

Please note:

  1. Whilst we take great care, we cannot guarantee that your figure will arrive with a pristine product box and box damage is excluded from our refund/returns policy.
  2. Cosmetic paint issues, minor functionality complaints and manufacturing variations are not considered to be flaws and do not qualify as a defective product. Most items sold by us contain hand crafted and painted elements which can create small differences between each piece making them truly unique. 

Our return address is as follows:

Hero Toys
8 Meadowlark Close
St Mellons
Cardiff. CF3 0AB

Aften inspecting the returned item and verifying the defect we will refund the cost of the item/s and postage, or if you prefer, we can exhange the item if we have stock available.

 

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