Please contact us via email (sales@herogear.com.au) before returning any items, to get a returns Authorisation.

Incorrect or Defective Goods

If you have received an item that is incorrect or defective, please email us to see if we can sort the problem out first, before returning.

If we request the item be returned, once we have verified the item is defective, we will issue a replacement OR refund the purchase price in full. We'll also refund the return postage costs if the return is a result of our error.

You should expect to receive your refund within four weeks of giving your package to Australia Post, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes Paypal to process our refund request (5 to 10 business days).

We'll notify you via e-mail of your refund once we've received and processed the returned item.

Change of Mind

If you change your mind about a product, you may return most new, unopened items within 30 days of delivery for a refund - less our original Postage costs. You must also pay for the cost of return postage yourself.

Please do your own independent research on products before committing to purchase. There are loads of Youtube reviews available for most products. Please check carefully what model you have as several models sound similar but are actually different. Please read the whole listing. This helps to avoid disappointment. 

Please don't hesitate to email us with any questions you have about a product using the Contact Us form.