Cancellation policy

 

 

 

 

Purchase Options Cancellation Policy

 

Last updated: May 3, 2026

This Purchase Options Cancellation Policy explains how cancellations work for orders
placed through Herorama (“we,” “us,” “our”), including in-stock items, pre-orders, and
custom orders with partial payments.

1) Purchase Options Covered
This policy applies to:
•In-stock / ready-to-ship items (full payment charged at checkout) 
•Pre-orders (may include deposits and/or partial payments) 
•Custom orders/commissions (requires a 50% deposit) 

2) How to Request a Cancellation
To request a cancellation, contact us through the Contact page on our website and
include:
•Order number 
•Name and email used at checkout 
A cancellation is not confirmed until you receive written confirmation from us.

3) Cancellation Window (24–48 Hours)
You may request a cancellation within 24–48 hours of placing your order.
After the 48-hour window, orders are generally not cancelable, except at our discretion.

4) In-Stock / Ready-to-Ship Items (15%
Restocking/Cancellation Fee)
For in-stock / ready-to-ship items, if a cancellation or return is approved, a 15%
restocking/cancellation fee applies.
•Before shipment: If approved, we will refund the order minus the 15%
restocking/cancellation fee and any non-recoverable fees where applicable. 
•After shipment/carrier possession: If the item has left our warehouse and is in the
In the hands of the shipping company, you may still request a cancellation; however, it will
be treated as a return shipment and is subject to: 
• The 15% restocking/cancellation fee, and 
• Return shipping costs paid by the buyer (including any carrier fees charged to
intercept, re-route, or return the package, if applicable). 

5) Pre-Orders (Deposits + Partial Payments)
Pre-orders reserve production capacity and materials.
•You may request cancellation within 24–48 hours of placing the pre-order. 
Deposits on Pre-Orders (No Additional 15% Fee)
If your pre-order includes a deposit / first payment:
•If you cancel, the deposit/first payment is non-refundable and will be forfeited. 
•If you made additional payments beyond the deposit/first payment, we will refund the
remaining amount paid (excluding the deposit/first payment) in full. 
When a Pre-Order Becomes In-Stock / Ready-to-Ship
If your pre-ordered item becomes in stock and ready to ship (or has moved into
fulfillment), it will be treated as an in-stock / ready-to-ship item and the 15%
restocking/cancellation fee in Section 4 will apply to any approved cancellation/return.
If a pre-order has already shipped or is already with the carrier, cancellation may still be possible, but will be treated as a return shipment and subject to the 15% fee and
buyer-paid return shipping.

6) Custom Orders (50% Deposit)
Custom orders are created specifically for you and require a 50% deposit.
Custom Order Cancellations (Deposit Forfeited)
• If you cancel a custom order, the 50% deposit is non-refundable and will be forfeited. 
• Once the deposit is forfeited, no further action is required, and no additional
payments will be collected. 
Custom Orders in Transit
If a custom order has already shipped and is in transit, there is no cancellation option.
You must request a return (if eligible) and:
• Return shipping costs are the buyer’s responsibility, and 
• A 15% restocking fee will apply once the item is received and inspected. 

7) Returns & Return Shipping (Buyer Pays Return
Shipping)
If your cancellation is treated as a return shipment, or if you are eligible for a return
under our returns policy:
• Return shipping costs are the buyer’s responsibility. 
• We recommend using a trackable, insured shipping method. 
• Refunds (if approved) will be issued after the item is received and inspected.

 
8) Refund Timing
Approved refunds are issued to the original payment method. Processing time varies by
payment provider, but typically takes 5–10 business days after approval.

9) Contact
For cancellation requests, contact us through the Contact page on our website