Refund policy
Returns & Refund Policy — Herakleon
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margin-bottom: 20px;
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margin-top: 28px;
margin-bottom: 10px;
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margin-bottom: 14px;
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margin-top: 8px;
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/* check list */
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flex-direction: column;
gap: 8px;
max-width: 680px;
margin-bottom: 14px;
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/* two-col eligibility */
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/* ── FOOTER ── */
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/* ── RESPONSIVE ── */
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article { padding-left: 0; }
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footer { grid-template-columns: 1fr; }
.footer-links { flex-wrap: wrap; }
}
Legal · Customer Satisfaction
Returns & Refund Policy
On this page
- 1. Our Commitment
- 2. Return Eligibility
- 3. Non-Returnable Items
- 4. How to Return
- 5. Return Shipping
- 6. Refunds
- 7. Exchanges
- 8. Damaged or Wrong Items
- 9. Cancellations
- 10. Contact Us
Section 01
Our Commitment
At Herakleon, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. This policy outlines the conditions under which returns, exchanges, and refunds are accepted.
You have 7 days from the date of delivery to initiate a return. Requests made after this window will not be accepted unless the item is faulty or incorrectly supplied.
Section 02
Return Eligibility
To be eligible for a return, your item must meet the following conditions:
Accepted Returns
- Unused and unopened
- In original packaging
- Seals intact and undamaged
- Returned within 7 days of delivery
- Accompanied by proof of purchase
Not Accepted
- Opened or used products
- Items without original packaging
- Returns after 7 days
- Items purchased on clearance or final sale
- Products showing signs of misuse
Section 03
Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items cannot be returned under any circumstances:
- Opened or partially used products
- Products that have been mixed, diluted, or applied
- Gift cards and promotional vouchers
- Items marked as Final Sale or Non-Returnable at the time of purchase
- Free gifts or promotional items received with an order
If you are unsure whether your item qualifies for a return, please contact us before sending anything back.
Section 04
How to Return
To initiate a return, follow these steps:
1
Contact Us
Email support@herakleon.com within 7 days of delivery. Include your order number, the item(s) you wish to return, and the reason for the return.
2
Await Approval
Our team will review your request and respond within 2 business days with a Return Authorisation (RA) number and further instructions.
3
Pack & Ship
Securely pack the item(s) in their original packaging. Clearly mark your RA number on the outside of the parcel and ship to the address provided.
4
We Inspect
Once we receive your return, our team will inspect the item(s) within 2–3 business days to confirm eligibility.
5
Refund or Exchange
If approved, your refund or exchange will be processed promptly. You will receive a confirmation email once complete.
Do not send items back without first receiving a Return Authorisation number. Unauthorised returns may not be accepted.
Section 05
Return Shipping
- Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrectly supplied by us.
- We recommend using a trackable shipping service. Herakleon is not responsible for items lost or damaged in return transit.
- Original shipping charges are non-refundable unless the return is due to our error.
- If a return is due to a defect or our mistake, we will provide a prepaid return label or reimburse reasonable return shipping costs.
Section 06
Refunds
Once your return has been received and inspected, we will notify you of the approval or rejection of your refund.
Approved Refunds
- Refunds will be processed to your original payment method within 5–10 business days of approval.
- You will receive a confirmation email once the refund has been issued.
- Depending on your bank or card provider, it may take additional time for the funds to appear in your account.
Partial Refunds
In some cases, only a partial refund may be granted — for example, if an item is returned in a condition that affects its resaleability (e.g. missing components, damaged packaging).
Rejected Refunds
If your return does not meet our eligibility criteria, the item will be sent back to you and no refund will be issued. We will notify you by email in this case.
Section 07
Exchanges
If you received a defective or incorrect item, we are happy to exchange it for the correct product at no additional cost.
- Exchanges for a different product or size are subject to stock availability.
- To request an exchange, follow the same process as a return — contact us within 7 days of delivery with your order number and details.
- If the item you want in exchange is of a different value, the difference will be charged or refunded accordingly.
Section 08
Damaged or Wrong Items
If your order arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery.
- Email support@herakleon.com with your order number and clear photographs of the damaged item and its packaging.
- We will arrange a replacement or full refund at no cost to you.
- Do not discard damaged packaging — it may be required for courier claims.
Claims for damaged or incorrect items reported after 48 hours of delivery may not be accepted. Please inspect your order promptly upon arrival.
Section 09
Cancellations
Orders can be cancelled before they are dispatched. To cancel, contact us as soon as possible at support@herakleon.com with your order number.
- If your order has not yet been dispatched, we will cancel it and issue a full refund within 5–10 business days.
- If your order has already been dispatched, it cannot be cancelled. Please refer to our return process above.
- Orders placed during flash sales or promotional events may not be eligible for cancellation.
Section 10
Contact Us
For any return or refund queries, our team is ready to help. Please have your order number on hand when reaching out.
Returns & Refunds
support@herakleon.com
Track Your Order
herakleon.com/order-tracking