Refund policy

Return & Refund Policy
Last updated: 20.03.2026

1. Overview

At Hero.you, we create personalized products made specifically for each customer.

Because of this, our return and refund policy is different from standard retail products.

2. Personalized Products

All products created using uploaded images or custom inputs are considered personalized and made-to-order.

🚫 These products are not eligible for return or refund once production has started.

3. Order Cancellation

You may request to cancel your order only if it has not yet entered production.

Once production begins, cancellation is no longer possible.

To request a cancellation, contact us immediately at:
📩 hi@hero.you

4. Refund Eligibility

Refunds may be granted only in the following cases:

  • The order has not yet been processed or produced

  • There was a technical error on our side

  • The product was not delivered

5. Non-Refundable Situations

We do not offer refunds for:

  • Dissatisfaction with the final design or style

  • Differences caused by AI-generated results

  • Low-quality or unsuitable images provided by the customer

  • Incorrect information submitted during the order

  • Change of mind after production has started

6. Damaged or Defective Products

If your product arrives damaged or defective, please contact us within 48 hours of delivery.

Include:

  • Order number

  • Photos of the issue

We will review the case and may offer:

  • A replacement

  • A refund (at our discretion)

7. Replacements

We may offer a replacement if:

  • There is a clear defect

  • There was an error on our side

We do not guarantee replacements for subjective dissatisfaction.

8. Shipping Issues

We are not responsible for:

  • Delays caused by carriers

  • Lost packages due to incorrect address provided by the customer

However, we will assist you in resolving the issue whenever possible.

9. Chargebacks & Disputes

By placing an order, you agree that:

  • The product is personalized and made specifically for you

  • You are not entitled to a refund once production has started

We reserve the right to provide evidence of this policy in the event of a dispute or chargeback.

10. Contact

For any questions or requests, contact us at:

📩 hi@hero.you