Refund policy
Return & Refund Policy
At HeroShadow, we want your shopping experience to be positive and for every order to arrive safely and correctly. For this reason, refunds or re-deliveries are only offered in the situations outlined below.
This policy applies to customers worldwide, without prejudice to any mandatory consumer rights that may apply under local law.
Eligible for Refund or Re-delivery
1. Wrong Item Received
If we sent you a product that is different from the one included in your order, please contact us with your order number and provide clear photos of the item received.
Once the issue has been verified, we may offer a refund or re-delivery of the correct product.
2. Lost Package
If the tracking information for your order has not been updated for more than 15 days, the package may be considered lost and may be eligible for a refund or re-delivery.
The determination of whether a package is considered lost will depend on the information available from the shipping carrier and the status of the tracking information.
3. Damaged Product or Package
If your order arrives damaged, you must contact us within 3 calendar days of delivery, providing photos or videos clearly showing the damage.
After reviewing the evidence, we may offer a refund or re-delivery where applicable.
Not Eligible for Refund or Re-delivery
1. Customer No Longer Wants the Product
Refunds are not available simply because the customer has changed their mind, no longer wants the product, or no longer needs it, except where applicable law expressly provides a right of withdrawal or return.
2. Cancellation After Shipping
Once an order has been shipped, it cannot be cancelled.
If you wish to cancel an order, you must contact us as soon as possible before the order has been shipped.
If the cancellation is requested before shipment and we are able to process it, the value of the purchased product will be refunded. Shipping costs may be retained by HeroShadow as an administrative or processing fee where applicable and where permitted by law.
3. Incorrect Address or Failed Delivery
HeroShadow is not responsible for delivery issues resulting from an incorrect or incomplete shipping address provided by the customer.
We may also be unable to provide a refund or free re-delivery when the package cannot be delivered because the recipient cannot be contacted, the address is incorrect, or the package cannot reach its destination due to information provided by the customer.
4. Remote Areas, Islands, or Restricted Regions
Orders shipped to remote countries, certain islands, or regions with logistical restrictions may be subject to shipping limitations.
When an order cannot be delivered due to transportation restrictions, limited logistics coverage, or destination-related limitations, the order may not be eligible for a refund or re-delivery, to the extent permitted by applicable law.
Right of Withdrawal in the European Union
If you are a consumer residing in the European Union, you retain the legal right of withdrawal for 14 calendar days from the date of delivery, where this right applies.
This right allows you to withdraw from your purchase without providing a reason, subject to the conditions and exceptions established by applicable law.
Exercising this right does not affect your statutory rights regarding defective, incorrect, or non-conforming products.
Conditions for Returned Products
Where a return is legally applicable or has been previously authorized by HeroShadow:
- The product must be returned, where applicable, in a condition that allows its nature, characteristics, and functionality to be verified.
- Accessories, labels, manuals, and original packaging should be retained where possible.
- Proof of purchase, order number, or other information allowing us to identify the purchase must be provided.
- Returns sent without contacting our team beforehand will not be accepted, except where otherwise required by applicable law.
Products must be sent to the following address when a return is authorized:
📦 C/ Sol Naixent 57, Sant Vicenç de Montalt, B, 08394, Spain
Non-Returnable Items
Certain products cannot be returned where applicable law allows such exclusions, including:
- Personalized products or products specifically manufactured to order.
- Sealed products that are not suitable for return for reasons of hygiene or health protection once unsealed.
- Perishable goods.
- Products that, by their nature, cannot be returned.
- Software or digital content where performance or access has begun with the consumer's prior consent and the consumer has acknowledged the loss of the right of withdrawal, where applicable.
- Gift cards or electronic vouchers, unless otherwise required by applicable law.
Defective or Damaged Products
If you receive a defective, damaged, or incorrect product, please contact us as soon as possible.
To help us resolve the issue, we may request:
- Your order number.
- Photos of the product.
- Photos of the packaging.
- Videos showing the defect or damage, where necessary.
If the issue is confirmed to be the responsibility of HeroShadow or the product, we may provide an appropriate solution, which may include repair, replacement, re-delivery, or refund, in accordance with applicable law.
Return Shipping Costs
When a return is required due to a defective, damaged, or incorrectly shipped product, HeroShadow will cover reasonable return shipping costs where applicable.
When a consumer exercises a legal right of withdrawal due to a change of mind, the direct cost of returning the product may be the customer's responsibility, provided this has been communicated beforehand and is permitted by applicable law.
Original shipping costs will be handled in accordance with applicable law.
Refunds
Once a returned product has been received and, where applicable, inspected, we will notify you by email whether your refund has been approved.
Where a refund is due:
- It will be issued using the same payment method used for the original purchase, unless otherwise agreed or this is not possible.
- The refund will be processed within the timeframes required by applicable law.
- The time required for the refund to appear in your account will depend on your bank or payment provider.
For withdrawals legally exercised within the European Union, refunds will be processed according to the timeframes and conditions established by applicable law.
Exchanges
We do not offer exchanges simply due to a change of mind.
If you receive an incorrect, defective, or damaged product, we may offer a replacement or re-delivery after reviewing your request and the evidence provided.
If you wish to purchase a different product, you may place a new order.
Undelivered Orders
If an order cannot be delivered because of an incorrect, incomplete, or inaccessible address provided by the customer, or because the recipient cannot be contacted, HeroShadow may not offer a refund or free re-delivery.
Orders shipped to certain remote areas, islands, or regions with transportation restrictions may also be subject to delivery limitations.
Gifts
If an item was purchased as a gift and qualifies for a refund, the refund may be issued to the original purchaser or, where applicable, provided in the form of a gift voucher.
Legal Warranty
All our products are covered by the mandatory statutory guarantees applicable in the country of purchase.
In the European Union, consumers benefit from the statutory legal guarantee of conformity established by applicable legislation, including the applicable legal period for consumer goods.
This legal guarantee is independent of our commercial return policy and does not limit any rights legally granted to consumers.
Contact
For any questions regarding returns, refunds, damaged products, incorrect orders, or lost packages, please contact us at:
📧 heroshadowhelp@use.startmail.com
When contacting us, please always include your order number and, where applicable, photos or videos that allow us to review the issue.