Return & Exchange Policy

At HeroTag, we aim to provide high-quality products and customer satisfaction. We are pleased to offer returns and exchanges for eligible items. Please read our policy carefully to ensure a smooth process.

1. Conditions for Returns & Exchanges

To be eligible for a return or exchange, the following conditions must be met:

  • Time Frame: Items must be returned or exchanged within 7 days from the date of delivery.
  • Condition of Items: Items must be unworn, unwashed, and in their original condition with all tags and packaging intact.
  • Proof of Purchase: A valid order confirmation or receipt must be provided.
  • Non-Returnable Items: Certain items, such as customized products and gift cards, are non-returnable and non-exchangeable.
  • Faulty or Incorrect Items: If you received a defective or incorrect item, please contact us immediately. We will arrange a replacement or offer a full refund upon verification.

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Contact our Customer Support via Whatsapp or email at info@herotag.com with your order number and reason for return.
  2. Approval: Our team will review your request and provide further instructions and return address if your return is approved.
  3. Return Shipping: Customers are responsible for return shipping costs unless the item is defective or incorrect.
  4. Refund Processing: Once we receive and inspect the item, we will process your refund within 5-7 business days. Refunds will be credited to your bank account or EasyPaisa / JazzCash accounts.

3. Exchange Process

For exchanges, please follow the steps below:

  1. Request Exchange: Contact us via Whatsapp or email at info@herotag.com with your order number, item details, and reason for exchange.
  2. Approval & Availability: We will check item availability for your preferred exchange and provide instructions if approved.
  3. Return Original Item: Send back the original item as instructed. You may be responsible for shipping costs unless the exchange is due to a defect or error on our part.
  4. New Item Dispatch: Once we receive the original item and confirm its condition, we will dispatch your new item within 5-7 business days.

4. Important Notes

  • Shipping Costs: Return and exchange shipping costs are generally non-refundable unless due to an error or defect.
  • Processing Delays: During peak seasons, processing may take longer. We appreciate your patience.
  • Damaged or Lost Returns: HeroTag is not responsible for items lost or damaged during return shipping. We recommend using a trackable shipping service.

 

If you have any questions or need further assistance, please feel free to reach out to us at info@herotag.com. Thank you for shopping with HeroTag!