Refund Policy

At HeroUP, your satisfaction is our top priority. We stand behind every bottle with an industry-leading 180-day, no-questions-asked, money-back guarantee. This policy outlines exactly how the refund process works and what to expect.

1. Our Guarantee

Every HeroUP order placed through heiroup.com is protected by a 180-day, 100% money-back guarantee from the date of your original purchase.

If you are not completely satisfied with your results, your experience, or any aspect of your purchase, you may return the product within 180 days for a full refund of the product price.

2. Eligibility

To be eligible for a refund, the following conditions apply:

• The refund request must be made within 180 days of your original purchase date
• The order must have been placed through our official website (heiroup.com)
• You must return all bottles — empty bottles are accepted
• Items purchased from third-party sellers (Amazon, eBay, retail stores, etc.) are not eligible

3. How to Request a Refund

Requesting a refund is simple. Just follow these steps:

1. Contact Customer SupportEmail us at support@heiroup.com with your order number and the reason for your return. Our team will respond within 24 business hours with return instructions and an RMA (Return Merchandise Authorization) number.
2. Ship the Product BackPack all bottles (including empty ones) securely and ship them to the return address provided in your RMA email. Note: return shipping costs are the responsibility of the customer. We strongly recommend using a tracked shipping method.
3. Receive Your RefundOnce we receive your return, we will process your refund within 48 hours. The refund will be issued to your original payment method. Please allow 5-10 business days for the funds to appear in your account, depending on your bank or card issuer.

4. What Is Refunded

The full price of the returned product(s) will be refunded. Please note:

• Original shipping fees (if any) are non-refundable
• Return shipping costs are not reimbursed
• Bonus items, gifts, and free products do not need to be returned

5. Damaged or Defective Items

If you receive a product that is damaged in transit or appears defective, please contact us within 7 days of delivery at support@heiroup.com with photos of the issue. We will replace the item at no additional cost or issue a full refund — your choice.

6. Wrong Product Received

In the rare event that you receive a product different from what you ordered, please contact us within 7 days of delivery. We will arrange for the correct product to be shipped immediately and provide a prepaid return label for the incorrect item.

7. Cancellations

Orders can be canceled before they are shipped from our warehouse. Once an order has been processed and shipped, it cannot be canceled but it remains fully eligible under our 180-day refund policy.

8. Exchanges

We do not currently offer direct exchanges. If you wish to switch to a different package size, please request a refund for your original order and place a new order for your preferred package.

9. Refund Processing Times

After we receive your returned package, refunds are processed within 48 business hours. The time it takes for the refund to appear on your statement depends on your payment provider:

• Credit/Debit Cards: 5-10 business days
• PayPal: 1-3 business days
• Bank Transfer: 5-7 business days

10. Questions or Concerns

We're committed to your satisfaction. If something isn't right, tell us — we'll make it right.