📦 Procedure for requesting a refund – Instructions for the customer

1️. Send Return/Refund Request Email

The customer must send a formal request via email that must include:

• Personal details (name, surname, email, phone number, address)
• Order details (order number, order date, product(s) purchased, quantity)
• Reason for the request (withdrawal, defective product, wrong product, etc.)
• Detailed description of the problem encountered
• Photos of the product(s)
• Front/right side/left side/back photos of each product
• Any defects or damages highlighted
• Photo of the packaging with visible tracking (if defective/wrong)
• Declaration on the condition of the product with signature (not damaged by the customer, complete with accessories, etc.)

è Email: herox.web@gmail.com

Once the email is sent, the team will evaluate the request.

2️. Wait for Customer Service response

The support team will:

• Verify the information submitted
• Check the validity of the return
• Confirm whether the request is accepted or if further information is needed

If the return is approved, the customer will receive:

• The address to which to ship the product
• Shipping instructions
• Any notes on costs (restocking fee, cashback deduction, etc.)

3️. Prepare the product for return

The customer must:

• Securely package the product
• Include all accessories, cables, manuals, additional parts
• Attach, if requested, a copy of the return approval email
• Ensure that the product is in the condition stated in the form (not customer-damaged, except for manufacturing defects)

⚠️ If the product is damaged by the customer, the refund may be reduced or refused.

4️. Ship the package and keep the tracking information

The customer must:

• Ship the package to the address provided
• Use a trackable method
• Keep the receipt with the tracking number
• Send a copy of the tracking to customer service to initiate the refund process

👉 Without tracking, the refund cannot be processed.

5️. Await receipt and verification confirmation

Once the package is received, the seller will:

• Check the condition of the product
• Verify that it is complete and compliant
• Apply any planned deductions (e.g., restocking fee, cashback)

If everything is in order, the next phase begins.

6️. Receive refund

The refund will be issued:

• To the original payment method
• After product verification

Estimated times:

• Internal processing: a few days
• Bank/financial institution: 3–7 business days for the credit to appear

7️. Refund confirmation

The customer receives a confirmation email when:

• the return has been processed
• the refund has been sent to the bank/financial institution

After this, all that remains is to await the credit.