RETURNS & REFUNDS

14-day money back guarantee. Hassle-free returns.

14 Day Money Back Guarantee

We offer a 14 day money back guarantee. If you are not satisfied with our product and it is unopened, you can return it to us and get a refund.

Please Note: For health and hygiene reasons, we cannot offer refunds or exchanges if the products have been opened, worn, or used. To request a return, please contact our customer support team (service@heroger.com) to accept the return and get instructions on how to proceed.

General Return Policy

We want you to be satisfied with your order. If your product arrives damaged or defective, we will gladly offer a full refund or send a replacement — no returns required in most cases.

  • For eligible returns, customers may return items by mail.
  • Return shipping costs are the customer's responsibility.
  • We do not charge any restocking fees.
  • Refunds are processed within 7 business days upon approval.


Non-Returnable Items

Custom & Pre-Order Items: Please note that custom-made items or special pre-orders are tailored specifically for you. As such, these items are not eligible for returns or cancellations once production has begun. We recommend checking the specific product page and double-checking your specifications before placing an order.

Opened/Used Goods: Due to health and hygiene standards, any product that has been opened, used, or has a broken seal cannot be returned.


Return Conditions & Timeline

Timeframe: The 14-day window begins from the date the package is marked as "Delivered" by the carrier.

Item State: To qualify for a refund, items must be in their original, unopened packaging, with all tags, manuals, and accessories intact.

Return Approval: Any items sent back to us without prior authorization from our customer support team will not be accepted.


Refund Method

Original Payment: All approved refunds will be credited back to the original method of payment used during the purchase.

Processing Time: While we process refunds within 7 business days, please note that your bank or credit card issuer may require additional time to post the transaction to your account.

A. Wrong Product Ordered

If you change your mind or realize that you have ordered an incorrect product, please contact our customer service (service@heroger.com). We are able to modify or cancel your order before the product is dispatched from our warehouse. If your product has already been shipped, we can no longer make changes.

B. Wrong Product Received

What if your incorrect order has already been shipped? Or what if there is an error in the product being shipped to you? There are 2 ways to save your money: Please contact us within 48 hours of receiving the package, we will be happy to guide you through the return process.

C. Product Not Received

If your product was not delivered at all or was lost, please contact our customer service. We will investigate the matter with the logistics carrier, then arrange a replacement or refund as soon as possible.

F. About Cancellation

Generally speaking, we will ship the order within 1-5 days after placing the order. If you apply to cancel the order before the order is shipped, we can give you the full order amount. If you apply to cancel the order after the order is shipped, we can try to intercept the logistics, but it is very likely that the interception will fail. If the interception fails, we cannot cancel the order.

D. Damaged or Defective Product

If you have received a damaged or defective product, please contact our customer service (service@heroger.com) to clearly detail the problems you are having. We will replace or refund your order at our discretion.

We need you to return the faulty product and all accompanying accessories, with their original packaging.

For countries where adult products are banned: Please note that we will try our best to help the goods pass customs, but we cannot guarantee it. Once the goods are detained, we cannot bear all losses.

If the return is due to the above reasons (damage/defect), the shipping cost can be borne by us.

E. Return Due to Personal Reasons

If you want to return the product for personal reasons, please contact our customer service in advance to note this order and write your order number in the package. Please note that the shipping cost will be borne by you at this time.

Return Address

Location: Xinzao Town, Panyu District, Guangzhou City, Guangdong Province, China
Detailed Address: 705B, West Tower, Building A3, Metaverse Science Fiction Industrial Park
Postal Code: 511436

G. Any Other Return Request

If you still need help with any other return request, please contact our customer service (service@heroger.com), who will be happy to answer all your questions.

  • If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
  • If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.