Hero Household Return Policy

Effective Date:

1. Introduction

Hero Household is a brand operated by Eximex UK Ltd. This Returns Policy applies to all purchases made through our online store. We aim to provide high-quality products and a smooth, fair returns experience for all customers.

2. Returns Eligibility

Damaged or Defective Products: If your item arrives damaged or faulty, please notify us within 7 days of receipt so we can arrange a replacement or refund.

Incorrect Items: If you receive the wrong product, we will organise a replacement or refund once the incorrect item has been returned.

Undelivered Orders: If your order does not arrive, we will investigate using our tracking systems. If confirmed as lost, we will issue a full refund or resend the order at no additional cost.

Change of Mind: Change-of-mind returns are considered on a case-by-case basis. Items must be unused, in original packaging, and returned within 14 days. Return shipping costs are the responsibility of the customer.

3. How to Make a Return

1. Contact Us: Use our website Contact Form to tell us what happened.
2. Approval & Instructions: Once reviewed, we will provide return instructions.
3. Return Shipping: Package the item securely and return it to the address provided. We recommend using a tracked postage service.
4. Processing: Refunds or replacements are processed within 5 working days after we receive the returned item.

4. Refunds & Replacements

• Refunds are issued to the original payment method.
• Replacements depend on product availability.
• Return shipping for non-faulty items is paid by the customer.

5. Customer Support & Resolution Time

We aim to respond to all return or complaint enquiries within 24 hours. Our approach is always fair, flexible, and focused on customer satisfaction.

6. Special Cases & Exceptions

• Bulk or Custom Orders: Evaluated individually depending on the circumstances.
• Hygiene & Safety: Returns may be refused if product integrity, safety, or hygiene has been compromised.