Refund policy

Returns & Refunds Policy – Heromys

Return Period
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns
To be eligible, items must be:

  • In the same condition as received

  • Unworn or unused

  • With original tags and packaging

  • Accompanied by a receipt or proof of purchase

How to Start a Return
To initiate a return, please contact us at: support@heromys.com.
Once your return is approved, we will provide a return shipping label and instructions on how and where to send your package. Items sent back without prior approval will not be accepted.

Damages and Issues
Please inspect your order upon receipt. Contact us immediately if the item is defective, damaged, or incorrect, so we can resolve the issue promptly.

Exceptions / Non-Returnable Items
The following items cannot be returned:

  • Perishable goods (food, flowers, plants)

  • Custom or personalised products

  • Personal care items (beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards

Please contact us if you have questions about a specific item.

Exchanges
To exchange an item, return your original item following the process above. Once the return is accepted, you may place a separate order for the replacement item.

European Union 14-Day Cooling-Off Period
For orders shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. Items must meet the same eligibility criteria (unworn, unused, with tags and original packaging, and proof of purchase).

Refunds
Once we receive and inspect your returned item, we will notify you of the refund status. If approved, your refund will be issued to the original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at: support@heromys.com