Navigating Your Rights: A Comprehensive Guide to Our Refund Policy

In an era where online shopping has become not just a convenience but a necessity for many, understanding the intricacies of a refund policy is more important than ever. This is especially true for our valued veterans, military and patriot community, who deserve transparency and ease in all their transactions. At HeroPolo, we're committed to providing clear, fair, and supportive policies to ensure your satisfaction and trust in every purchase. Here’s everything you need to know about our order adjustment/cancellation, replacement, refund conditions, and more.

1. Order Adjustment/Cancellation

Quick Response is Key

We understand that sometimes, changes are needed after an order is placed. Whether it’s a sudden change of heart about the product variant or an error in the shipping address, we’re here to help make those adjustments. Here’s the catch: to ensure swift delivery, we process orders quickly, so you have six hours from the time of your order to contact us for any changes at support@heropolo.com.

Modifications and Cancellations

• Changing your order: You can change the product variant or shipping address within the six-hour window. If these changes increase the order value, we'll need an additional payment. Conversely, if the order value decreases, we won't be able to issue refunds for the difference.
• Cancelling your order: Should you decide to cancel within six hours, only the payment fee is non-refundable. Beyond this timeframe, cancellations are not possible due to our commitment to quick processing times.

2. Replacement & Refund

When are Replacements and Refunds Issued?

Your satisfaction is paramount, which is why we have clear conditions for when replacements or refunds can be considered:

• Delivery issues: If your order hasn't been successfully delivered after 65 business days , Just a heads up, please raise any concerns or claims within 65 days of placing your order. We can't address claims for orders over 65 days old.
• Quality concerns: For any claims related to product quality, please reach out within seven business days from the delivery date.

What You’ll Need

To address your concerns effectively, we request the following when you contact us:

• An unboxing video or photo evidence of the issue.
• Photos of incorrect items or any quality-related issues.
• Documentation such as the original shipping label.

Upon verifying your claim, we aim to process refunds or replacements within seven business days, ensuring a smooth resolution to your concerns.

3. Disclaimer

Your Responsibility

We may request additional information or documentation related to your order. It’s crucial to provide complete and accurate details to facilitate support. Failure to do so, or any detected fraudulent activity, may lead to suspension or termination of your account.

Limitations of Liability

We're dedicated to ensuring your package arrives safely and on time. However, we cannot be held responsible for delivery failures caused by incorrect addresses, absence at the time of delivery, or package theft after delivery.

Product Presentation

Please note, some products may arrive with creases due to packaging. This is not considered a flaw, and such items are not eligible for claims under our policy.

Your Peace of Mind is Our Priority

At HeroPolo, we strive to support our veterans and military personnel through clear policies, quality products, and responsive customer service. We hope this guide provides clarity on our refund and replacement policies, ensuring a seamless shopping experience.

Should you have any further questions or need assistance, our team at HeroPolo is always here to help. Reach out to us at support@heropolo.com, and we'll ensure your shopping experience is nothing short of exemplary.

Thank you for choosing HeroPolo, where we pride ourselves on serving those who’ve served us.