Return & Refund
Return and Refund
To make a claim for return or refund, please contact us at [email protected] with 7 days of your receipt of the item.
To process your claim, please explain why the item(s) delivered is incorrect, or what is the damage/defect to the item(s). Please also send us some photos of the incorrect item(s), or the alleged damage/defect to the item(s) as well as the invoice no. of your order. Once we have confirmed to open up a new case, you may need to send back the item(s) to us for our checking.
To be eligible for a return, your item must be shipped back to us in its original condition with its original packaging intact. Note also that customers may be liable for shipping charges, duties and taxes for returns , and that such charge are non-refundable.
Once the item(s) has/have been checked and confirmed, HEROCROSS will pay the shipping fee and deliver the item(s) to the customer using some courier companies.
Once we have approved your request for refund, the amount will be returned to your credit card account (It may take about 4-6 weeks). You need to bear the handling fee charged by the corresponding bank.
If the ordered item has been sold out, HEROCROSS will refund to you.
Below are some of the conditions which may NOT be guaranteed for exchange or refund:
- The item(s) is/are not purchased on our official's website.
- When the product have started the delivery process already.
- The item is unable to send back to our office.
- Any free gift(s), giveaway(s), sample pack(s).
- Packaging of the item is missing, or damaged or with some dirt. And such a condition does not affect the quality of the product itself.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- The product has been opened up for use, or damaged by human factors, such as contamination, malfunction, damage, abrasion, scratches, and dirt.
- Any request for refund or exchange due to personal reasons.
Purchase from Third Parties
Please note that this Return Policy is only applicable to items purchased directly from us through HEROCROSS' official website. If you have any issues with a HEROCROSS product that you did not purchase directly from us, please contact the retailer directly that you purchased it from.