Refund policy

At HeroPortal, we want your shopping experience to be positive. For this reason, we offer a clear returns and refunds policy, valid for customers worldwide.

1. Return period

You have 90 calendar days from the delivery date to request a return or exchange.

In the European Union, the legal 14-day right of withdrawal applies without the need for justification (Directive 2011/83/EU). This period is included within our global 90-day return policy.

2. Conditions of returned products

To accept your return, the following conditions must be met:

  • The product must be unused, in perfect condition, and in its original packaging.

  • All tags, accessories, and manuals (if applicable) must be included.

  • Proof of purchase is required (invoice, receipt, or order number).

3. Non-returnable items

The following items cannot be returned:

  • Personalized or made-to-order products.

  • Intimate, hygiene, or sanitary items, for safety reasons.

  • Perishable goods (food, flowers, plants, etc.).

  • Dangerous goods, flammable liquids, or gases.

  • Gift cards or electronic vouchers.

  • Downloadable software products or digital access once opened/activated.

4. Partial refunds (if applicable)

Partial refunds may be granted in situations such as:

  • Items showing signs of use not attributable to our responsibility.

  • Returned products that are incomplete (missing accessories or parts).

  • Any item returned outside the 90-day return period.

5. Return procedure

  • Contact us at heroportal@use.startmail.com, indicating your order number and the reason for the return.

  • We will send you the return instructions and the corresponding return address.

  • Returns sent without prior authorization will not be accepted.

Products must be sent to the following address:
📦 C/ Sol Naixent 57, Sant Vicenç de Montalt, B, 08394, Spain

6. Return shipping costs

  • If the return is due to a defective, damaged, or incorrect product, we will cover all return shipping costs.

  • If the return is due to a change of mind or personal reasons, the customer is responsible for return shipping costs.

  • Original shipping costs are non-refundable (unless the order arrived defective or incorrect).

7. Refunds

Once we receive and inspect the returned item, we will notify you by email of the approval or rejection of your refund.

If approved, the refund will be processed using the same payment method used for the purchase, within a maximum of 14 calendar days from receipt of the return.

The time it takes for the refund to appear will depend on your bank or card issuer.

If you decide to cancel your order before it has been shipped, you will be refunded the value of the item purchased. Shipping costs will be retained by HeroPortal for administrative fees.

8. Exchanges

We only replace items if they are defective, damaged, or incorrect.

For exchanges for a different product, you must place a new order after completing the return.

9. Gifts

  • If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift voucher for the value of the return.

  • If it was not marked as a gift, the refund will be issued to the original purchaser.

10. Legal warranty

All our products are covered by a 3-year legal warranty in the European Union against manufacturing defects, and by the mandatory warranties applicable in each country elsewhere in the world.

11. Contact

📧 For any questions regarding returns or refunds: heroportal@use.startmail.com