Our refund and returns policy lasts 60 days. If 60 days have passed since your purchase, HeroToyz will not be able offer you a full refund or exchange.
To be eligible for a return, your item must be unused, unopened (small bags which includes the bricks) and in the same condition that you received it. It must also be in the original packaging.
Please do not return your purchase back to the manufacturer or the address that you received it from. Contact the store to receive a return label or a return address.
There are certain situations where you will NOT be eligible for a return / refund:
- If the package is opened and the bags containing the blocks are opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 60 days after delivery
- If the item returned is not the original item that was shipped out from the warehouse
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Flash Sale items
Only regular priced items may be refunded. Flash Sale items cannot be refunded.
Item Not Received
You are eligible to a 60 day buyer protection Program. If the item did not arrive within 60 days after you receive the “order shipped” email you will be eligible to a refund / partial refund if the following conditions are met
- Tracking shows that the item was returned to the seller.
- Tracking has not updated within the last 20 days prior to the inquiry.
- Tracking shows that the package has been retained by customs or lost during transit.
- Tracking shows that that the package was delivered to an address other than the one specified during checkout as “Shipping Address”
If one of the following conditions are met you will be eligible to a full refund or a new item replacement give the availability of stocks.
In very rare cases some packages might take a longer to deliver than initially estimated during checkout due to weather, global crisis, Logistic delays which are out of our control. In such cases we will extend the buyer protection until the package gets delivered to the customer.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, we will require photographic proof of the defect or damaged items .Then send us an email to firstname.lastname@example.org and send your item to the address provide by HeroToyz Team.
To return your product, you should mail your product to the address provided by HeroToyz Team. Do not return the item back to the address which it was shipped from.
If you are returning the item if you change your mind you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are returning the item due to item damage or receiving wrong item, HeroToyz will issue a return label to your email if unable you will be responsible for paying for the shipping costs for returning your item. When receiving the refund, the cost of return shipping will be added to your refund. You will have to provide proof of the shipping costs and tracking numbers of the package in order to qualify for a shipping cost refund. All the return items must be shipped using a trackable shipping service or purchasing shipping insurance.
Any missing parts, minifigures will be reshipped ASAP given the availability FREE OF CHARGE. A new tracking number will be provide for the missing parts. We would recommend you to confirm all the missing parts for an order before contacting us for replacements. The first replacement package will be sent free of charge. But if you need more replacement parts for the same order you will be charged a small shipping fee ( Replacement parts will be Free)
To claim the replacements please mark all the missing pieces that you need on the printed manual with the quantities you need right next to it and send us the images to our email with your order number at email@example.com
Contact us at firstname.lastname@example.org or use the live chat for questions related to refunds and returns.