Returns & Refunds

Herocos Returns & Refunds Policy

At Herocos, customer satisfaction is our top priority. We offer a transparent return policy for eligible items. Please review the details below.

Eligibility for Returns:

  • Returns are accepted within 30 days from the date of delivery.
  • Items must be unused, unworn, unwashed, and in original condition with all tags, packaging, and accessories included.
  • Hygiene-sensitive items (e.g., wigs, certain accessories) and personalized/custom products are non-returnable for health and safety reasons.

Return Process:

  1. Contact our support team at info@herocos.com or +1 (303) 210-5303 within 30 days of delivery. Include your order number, reason for return, and photos if requested.
  2. We'll review your request and provide approval along with return instructions.
  3. Securely pack the item in its original packaging and ship it back using a trackable service to the return address below.

Return Address (Company Registered Address): Cenovate Inc. 1500 N GRANT ST STE R DENVER, CO 80203 United States

Important Notes on Returns:

  • Due to our international fulfillment from facilities in Guangzhou, China, returns must be shipped to our US company registered address above. Customers are responsible for ensuring the package reaches this address safely.
  • We recommend using a reliable, insured, and trackable international shipping service (e.g., USPS, DHL, or FedEx) to avoid loss or delays.

Return Shipping Costs:

  • Customers are responsible for return shipping fees, unless the item is defective, damaged upon arrival, or sent in error (in which case, we'll reimburse reasonable return shipping costs upon receipt and verification).

Refunds:

  • Upon receipt and inspection of the returned item at our US return address, refunds are processed within 7-14 business days.
  • Refunds are issued to the original payment method (minus any original shipping fees).
  • For defective or incorrect items, full refunds include original shipping costs.

Exchanges:

  • Direct exchanges are not available due to international shipping. Please return the item and place a new order for the desired product.

This policy complies with applicable consumer protection laws and Google Merchant Center requirements for clear, accessible return information (including timeframes, conditions, process, costs, and contact/return details). It is available site-wide without login. For questions, contact us at info@herocos.com or +1 (303) 210-5303.