Refund policy

Returns & Refunds

At Herakleon, we are committed to delivering premium products and an exceptional customer experience. If your purchase does not meet your expectations, we're here to help.

01. Our Commitment

Your satisfaction matters to us. If you are not completely satisfied with your purchase, you may request a return within 7 days of receiving your order.

Return requests submitted after this period may only be considered if the product is defective, damaged, or incorrectly supplied.

02. Return Eligibility

Eligible for Return

  • Product is unused and unopened.

  • Original packaging is intact.

  • Security seals remain unbroken.

  • Return request is made within 7 days of delivery.

  • Valid proof of purchase is provided.

Not Eligible for Return

  • Opened or used products.

  • Items without original packaging.

  • Returns requested after 7 days.

  • Clearance, promotional, or final sale items.

  • Products showing signs of misuse, damage, or alteration.

03. Non-Returnable Items

For hygiene, safety, and quality assurance reasons, the following items cannot be returned:

  • Opened or partially used products.

  • Products that have been mixed, diluted, or applied.

  • Gift cards and promotional vouchers.

  • Items marked Final Sale or Non-Returnable.

  • Complimentary gifts or promotional items received with an order.

If you are unsure whether your item qualifies for a return, please contact our support team before sending it back.

04. Return Process

Step 1 — Submit Your Request

Email support@herakleon.com within 7 days of delivery with:

  • Order number

  • Product details

  • Reason for return

Step 2 — Return Approval

Our team will review your request and respond within 2 business days with a Return Authorisation (RA) Number and return instructions.

Step 3 — Pack & Ship

Securely pack the product in its original packaging and clearly write the RA Number on the package.

Step 4 — Inspection

Once received, we will inspect the returned item within 2–3 business days to confirm eligibility.

Step 5 — Refund or Exchange

If approved, your refund or exchange will be processed and confirmed via email.

Please Note: Returns sent without a valid Return Authorisation (RA) Number may be declined.

05. Return Shipping

  • Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrectly supplied.

  • We strongly recommend using a trackable shipping service.

  • Original shipping charges are non-refundable except where the return results from our error.

  • If the issue is due to a manufacturing defect or our mistake, we will arrange a prepaid return label or reimburse reasonable shipping costs.

06. Refunds

After your return has been received and inspected, we will notify you of the outcome.

Approved Refunds

Refunds will be issued to the original payment method within 5–10 business days after approval.

Partial Refunds

A partial refund may be issued if the returned item has reduced resale value due to missing components or damaged packaging.

Rejected Returns

If the returned product does not meet our eligibility requirements, it will be returned to you and no refund will be issued.

07. Exchanges

We are happy to replace items that are defective, damaged, or incorrectly supplied.

  • Exchanges are subject to product availability.

  • Requests must be submitted within 7 days of delivery.

  • If the replacement item has a different price, the balance will be charged or refunded accordingly.

08. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong product, please notify us within 48 hours of delivery.

Email support@herakleon.com with:

  • Your order number

  • Clear photographs of the product and packaging

  • A brief description of the issue

Once verified, we will arrange a replacement or issue a full refund at no additional cost.

Please retain all original packaging, as it may be required for courier claims.

Claims submitted more than 48 hours after delivery may not be eligible for resolution.

09. Order Cancellations

Orders may be cancelled before dispatch by contacting support@herakleon.com.

  • Orders cancelled before shipment are eligible for a full refund.

  • Refunds are processed within 5–10 business days.

  • Orders that have already been dispatched cannot be cancelled and must follow our standard return process.

  • Promotional, limited-time, or flash sale orders may not be eligible for cancellation.

10. Contact Us

If you have any questions regarding returns, refunds, or exchanges, our support team is here to assist.

Customer Support
Email: support@herakleon.com

Order Tracking
herakleon.com/order-tracking

Please have your order number available when contacting us to help us assist you as quickly as possible.