Refund policy
Return and Refund Policy
Thank you for shopping with Herorama. We take pride in the quality of our products and want you to shop with confidence. Please read this policy carefully before making a purchase.
Return Window: Return requests must be submitted within 14 days of delivery. Items must be unused, in original condition, and returned with all original packaging, accessories, inserts, manuals, and documentation. Proof of purchase is required for all returns.
Item Verification & Fraud Prevention: All high-value orders are logged with unique item identifiers at the time of fulfillment. Returned items must match the exact item originally shipped. Any return that does not match the original item will be rejected and returned to the sender at their expense. We reserve the right to refuse returns, cancel future orders, or permanently ban accounts from customers suspected of return abuse, item switching, or fraudulent activity.
Non-Returnable Items The following items are not eligible for return unless they arrive damaged, defective, or incorrect:
- Custom-made or personalized products
- Digital downloads, including STL files and downloadable content
- Clearance, final sale, or discontinued items
- Items damaged by misuse, improper assembly, modification, or normal wear and tear
Damaged, Defective, or Incorrect Items: If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery. Please include your order number, a description of the issue, and clear photos or video of the problem and packaging. After review, we may offer replacement parts, a product exchange, store credit, or a full or partial refund at our discretion. If the issue can be resolved by sending a replacement part at no cost to you, a return or refund will not be approved.
Standard Returns: For approved returns that are not the result of a defect or shipping error:
- The customer is responsible for all return shipping costs.
- Return shipments must use a trackable shipping method with adequate insurance coverage for the item's full value. We are not responsible for items lost or damaged in transit.
- Original shipping charges are non-refundable.
- A restocking fee of up to 10% applies to items returned opened but in resealable condition.
- Returns that arrive without tracking confirmation, uninsured, or improperly packaged may be refused.
Refund Process: Refunds are issued only after the returned item is received, inspected, and verified as matching the original shipment. If approved, refunds are credited to the original payment method within 5–10 business days, depending on your payment provider.
Exchanges: We only replace items that are defective, damaged, or incorrectly shipped. Contact us before sending anything back so we can confirm availability and coordinate next steps.
Order Cancellations: Orders may be canceled before shipment. Once an order has shipped, it cannot be canceled and must follow the return process above. Custom or made-to-order items cannot be canceled once production has begun.
Chargebacks & Disputes We strongly encourage customers to contact us before initiating a chargeback or payment dispute. Filing a chargeback without first attempting to resolve the issue directly with us may result in the order being flagged, future orders being declined, and the account being permanently banned. We maintain detailed records of all orders, shipments, and communications to respond to disputes.
Contact: To request a return, refund, or exchange. Email us at heroramadisplay@gmail.com with your order number, reason for the request, and supporting photos or video where applicable. We aim to respond within 2 business days and work toward a fair resolution for all parties.