Returns

We accept returns and exchanges.

PURCHASES FROM STOCK:

You may cancel or return your order, for any reason and at any time up to 14 days after we have despatched your item(s). 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.

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.

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.

Our return address is as follows:

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

Aften inspecting the returned item, 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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