FAQ returns


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RETURNS

If you wish to return the goods, please follow the instructions below.

The goods should be returned to our address:
GP Group d.o.o.
Študljanska cesta 104
SI-1230 Domžale
Slovenia
Tel: 00386 (0)64 12 00 90
Email: info@heroclothing.eu

Please include the following form in your package so that we can process your return as quickly as possible.

Don't forget Please provide all details:
- Your order number / customer number
- Reason for return
- Product number/name
- Whether you wish to return or exchange the goods

If you wish to return the money, please provide a valid IBAN account. Even better, if you use PayPal, please provide these payment details.
Returns/refunds are processed fastest via PayPal.

You are responsible for delivering the selected items to our warehouse. We do not cover the costs of returning the goods to us.

For further details, please see our General Terms and Conditions.

If you wish to exchange the product for a different size, type, color, etc., you must order a new one. You have 14 days (from the date of receipt of the goods) to return the unwanted goods to us for a full refund.
You are responsible for delivering the selected items to our warehouse. We do not cover the costs of returning the goods to us.

For further details, please refer to our General Terms and Conditions.

We will process the returned goods and refund you within a few working days after they have been delivered to our warehouse.

If for any reason you are not completely satisfied with your purchase, you have 14 days (from the date you received the item) to return it to us for a full refund.

You will receive a confirmation email once your return has been received and processed.

When returning a product, the amount will be credited to your account using the original payment method once we receive and process the returned goods. If the order was paid for by cash on delivery, please send us your bank details in international IBAN and BIC/SWIFT format.

For more information about refunds, please contact our customer service - info@heroclothing.cz.

COMPLAINT

We hope you are happy with any purchase or service you have received from us. However, if you are not happy with something, please contact our customer service team so we can try to make it right.

To submit a complaint, please send an email to info@heroclothing.eu

RIGHT TO WITHDRAW FROM THE CONTRACT

Your satisfaction as our valued customer is important to us.

You have the right to withdraw from the contract within 14 days without giving any reason. To learn more about the right of withdrawal, please contact our customer service - info@heroclothing.eu for further information.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement. You may use the attached form for withdrawal from the contract, but this is not mandatory.

For further information, please contact our customer service - info@heroclothing.eu.

Didn’t find the right answer to your question? Please write in English and expect a reply in 2-48 hours. Contact Support

Returns policy

 

Right to Withdraw from the Contract

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire 14 days after the day you or a person indicated by you (other than the carrier) physically takes possession of the goods.

To exercise the right to withdraw from the contract, you must inform us (email: info@heroclothing.eu) of your decision to withdraw from this contract through a clear statement (letter sent by email). You may use the attached sample withdrawal form, but it is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of the right to withdraw before the withdrawal period expires.

If you wish to exchange a product for another, you can do so within 14 days of purchasing the product, but you will need to pay for the shipping costs. The shipping fee will be charged when you receive the new parcel with the exchanged goods.

If you wish to return the products, you can request a refund. The return and exchange of damaged or incorrectly received products are free of charge.

Unless we expressly agree otherwise with you, we will refund the amount using the same payment method you used for the original transaction. The deadline is met if you send back the goods before the 14-day period has expired. We may withhold the refund until we have received the goods back or until you have provided proof of having sent the goods back, whichever is earlier.

The product you wish to return must be in its original condition: new, clean, with the label, in its original packaging, unwashed, and unworn. We reserve the right to refuse your request if we receive a product that does not meet these conditions. These conditions do not apply if you are returning an older product due to a damage claim.

Sample Withdrawal Form
Fill out and return this form only if you wish to withdraw from the contract, and send it, together with items that you want to return, to: GP GROUP d.o.o., Študljanska cesta 104, SI-1230 Domžale, Slovenia, email: info@heroclothing.eu, tel: 00386 (0)64 12 00 90

I hereby inform you that I am withdrawing from my contract:

  • For the purchase of the following goods:
  • Ordered/received on:
  • Name of the consumer:
  • Address of the consumer:
  • Date: