Refund and Returns Policy

Last updated: October 13, 2026

This policy applies to purchases from HEROCOS, operated by 重庆嗨皮熊电子商务有限公司. For a return, exchange or cancellation, contact info@herocos.com with your order number. Your mandatory consumer rights remain in force and take priority over the store rules below.

Size discrepancies and quality problems

Please check your order when it arrives and contact us within 7 calendar days after delivery if there is a sizing discrepancy, quality problem, wrong item or missing part. This is our prompt-reporting window for handling an issue quickly; it does not remove a longer legal right to report a fault or obtain a remedy.

Tell us the selected size or style and describe the problem. Clear photographs, including how a disputed measurement was taken, can help us assess it. A sizing discrepancy means the supplied size or measurements differ from the selected option or the measurements agreed for a custom item. Selecting an unsuitable size when the supplied item matches the agreed specification is a different situation, covered under personal-reason returns below.

For a confirmed quality problem, incorrect item or sizing discrepancy attributable to us, HEROCOS covers the necessary return or exchange shipping costs. Contact us for the correct return method before paying to send an item back. We will explain the repair, replacement, exchange, price reduction or refund options appropriate to the issue and applicable law.

Personal-reason returns and exchanges

If you change your mind or selected a size that does not fit, contact us before sending the item back. Requests outside a statutory cancellation right are reviewed individually; this policy does not promise an additional unrestricted change-of-mind return period.

For an agreed personal-reason return or exchange, the customer pays the return postage and any replacement shipment. Original outbound delivery charges are normally the customer’s responsibility, except where a statutory cancellation or other applicable law requires a refund. We will explain any proposed postage charge before you agree to the arrangement.

Keep returned items clean, complete and protected in transit. You may examine or try on clothing as you would in a shop. Wearing a costume to an event, washing, altering or damaging it goes beyond an ordinary fitting. Where the law permits, a refund may be reduced for a resulting loss in value. Packaging requirements do not take away a statutory right.

Made-to-measure and personalised items

An item made to your individual measurements or clearly personalised specifications may be excluded from a statutory change-of-mind cancellation right. Selecting an ordinary listed size or colour does not by itself make an item personalised.

Once we have arranged custom production and committed work or materials for your agreed specification, the order is not eligible for free discretionary cancellation. If you request cancellation at that stage, the cancellation charge is up to 50% of the affected custom item’s price, subject to applicable law and limited to the reasonable, demonstrable loss directly caused by cancellation. We take account of costs saved or recovered, do not charge twice for the same loss, and will explain the amount before settling the cancellation. It is not an automatic 50% penalty regardless of work done.

Contact us promptly before production if you need to cancel or correct measurements. The custom-production charge does not apply to a cancellation or refund you are legally entitled to because of our breach, a faulty or materially misdescribed item, or another mandatory legal right. Custom items still have the remedies required by applicable law if they do not match the agreed specification.

EU and UK cancellation rights

Where applicable EU or UK distance-selling rules protect your purchase, you normally have 14 calendar days after receiving eligible goods to notify us of cancellation without giving a reason. You then have a further 14 days to send them back. The personalised-goods exceptions above may apply. The 7-day prompt-reporting window does not shorten these rights.

You can use our online withdrawal form or give a clear cancellation notice by emailing info@herocos.com. The online form lets you review your details, then choose Confirm withdrawal; it records the notice and provides a receipt. Include your name, order number, the goods concerned and an unambiguous statement that you wish to withdraw or cancel. You do not need prior approval to give a valid statutory notice. Keep a copy of your notice and proof of return.

For a valid statutory cancellation, the refund includes the eligible goods and the standard outbound delivery charge, if one was paid. If you chose a more expensive delivery upgrade, the additional amount is not normally refundable. You pay the direct cost of returning a non-faulty item where that cost was properly disclosed and applicable law permits it.

We make refunds within the applicable statutory deadline. Where permitted, we may wait until the goods are received back or you provide evidence that they have been sent back, whichever happens first. Sale items have the same statutory protection as full-price items. Legal remedies for faulty goods are separate from change-of-mind cancellation rights.

Return instructions and refunds

Email us before dispatching a return so that we can identify the order and provide the appropriate address and shipping instructions. The registered business address on our contact page is not automatically the correct parcel-return address. Do not send a parcel to a supplier or carrier address on the original label unless we confirm it for the return.

Pack the items securely and keep proof of posting. A tracked service can help establish when the parcel was sent and delivered. We will confirm the refund outcome and amount after reviewing the return, without extending a statutory refund deadline. Refunds use the original payment method unless another lawful method is agreed. Your payment provider may need additional time to display the credit.

Cancellations and delays before dispatch

Contact us promptly with your order number if you want to cancel before dispatch. We will check the dispatch and production status and explain the options. If dispatch is delayed beyond an agreed or legally applicable time, we will provide the required delay notice and cancellation or refund choices. See Shipping & delivery for preparation information.