Hero Merch — Returns & Refunds Policy (UK)

Last updated: 19 September 2025

We want you to love your order. Because every Hero Merch item is made to order using your custom artwork, different rules apply compared to off-the-shelf products. This policy explains your rights and how we’ll help if something isn’t right.

1) Change-of-mind returns (personalised goods)

Almost all Hero Merch products are personalised (made to your specification). For personalised goods, the usual 14-day “cooling-off” right to cancel does not apply under the Consumer Contracts Regulations 2013.

2) If your item is faulty or misprinted

Your statutory rights still apply if there’s a fault. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose.

• Within 30 days of delivery: you have a short-term right to reject faulty goods and receive a full refund.
• After 30 days: you’re entitled to a repair or replacement first. If that’s impossible or unsuccessful, you may be entitled to a refund or price reduction.
• Relevant rights can last up to six years (five in Scotland) depending on the circumstances.

What counts as a fault?

• Printing errors (e.g. severe misalignment, smudging, missing areas)
• Material defects or obvious damage on arrival
• Wrong item, size or colour sent versus your order confirmation

What isn’t a fault?

• Minor colour variation due to different screens or print runs
• Normal fabric tolerances (e.g. small measurement variance)

We’ll cover return shipping for any confirmed fault or misprint.

3) How to report a problem

Email support@heromerch.co.uk with:

• Your order number
• A short description of the issue
• Clear photos showing the problem and the packaging label

Please get in touch as soon as you can after delivery (ideally within 7 days) so we can investigate quickly. This operational window helps us help you faster, but it doesn’t limit your statutory rights.

4) What happens next (faulty items)

1. Assessment: We review your photos and may ask for more details.
2. Resolution:
   • Within 30 days: refund, repair or replacement — you can choose a refund.
   • After 30 days: repair or replacement first; if that isn’t possible or fails, refund or price reduction.
3. Returns label: If we need the item back, we’ll provide a pre-paid label or arrange a collection.
4. Refund timing: Refunds are made to your original payment method within 14 days of agreeing your remedy or receiving the returned item/evidence of return (as applicable).

5) Exchanges

Because items are personalised, exchanges for size/colour aren’t available unless there’s a fault. If there is a fault, we can remake the item to the same specification or refund in line with the Consumer Rights Act framework.

6) Incorrect address or missed deliveries

Please double-check delivery details at checkout. If an order returns to us due to an incorrect address or repeated missed deliveries, we can re-ship once the new postage cost is covered. (This does not affect your rights if the product is faulty.)

7) Proof of purchase

We’ll need your order number or the email address used at checkout to locate your purchase.

8) Your statutory rights

Nothing in this policy affects your statutory rights. For independent guidance, see GOV.UK: Consumer rights or Which? Consumer Rights.