Spur Hero Company Return Policy

Cancellation and Refund Policy

1. Introduction

Welcome to Spur Hero International, operating as Spur Hero Fashion. We value your satisfaction and strive to offer you the best shopping experience. This Cancellation and Refund Policy outlines our practices and procedures for handling order cancellations and refunds. Please read this policy carefully to understand your rights and our obligations.

2. General Information

3. Order Cancellation Policy

3.1. Cancellation Before Dispatch

Customers may cancel their orders without any charges before the items have been dispatched. To cancel your order, please contact our customer support team at support@spurhero.com with your order details.

3.2. Cancellation After Dispatch

Once the order has been dispatched, cancellations are no longer possible. However, customers may return the product after receiving it by following our return procedure detailed below.

3.3. Special Orders and Custom Items

Special orders and custom items are non-cancellable and non-refundable once the order has been placed. These include but are not limited to, items that are personalized or made to order.

4. Refund Policy

4.1. Eligibility for Refunds

To be eligible for a refund, the item must be unused, in the same condition that you received it, and in its original packaging. Items that are not in their original condition, damaged, or missing parts for reasons not due to our error are not eligible for a refund.

4.2. Refund Process

To initiate a refund, please contact our customer support team at support@spurhero.com with your order number and the reason for the return. Once we receive your request, we will provide you with instructions on how to proceed.

4.3. Timeframe for Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your card issuer's policies.

4.4. Partial Refunds

5. Return Policy

5.1. Return Period

Customers have 30 days from the date of delivery to return their items. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

5.2. Return Process

To return your product, please contact us at support@spurhero.com for return instructions. Customers are responsible for paying for their own shipping costs for returning items. Shipping costs are non-refundable.

5.3. Non-returnable Items

Several types of goods are exempt from being returned:

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at support@spurhero.com and send your item to: 85, Great Portland Street, First Floor, LONDON, W1W 7LT, UNITED KINGDOM.

7. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

8. Shipping Returns

To return your product, you should mail your product to: 85, Great Portland Street, First Floor, LONDON, W1W 7LT, UNITED KINGDOM.

9. Shipping Costs

Customers are responsible for paying for their own shipping costs for returning items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

10. International Returns

For international returns, please ensure that you clearly mark the package as 'RETURNED GOODS' to avoid any customs charges. We are not responsible for any return customs charges made. Any charges incurred are the responsibility of the customer.

11. Contact Information

If you have any questions about our Cancellation and Refund Policy, please contact us at support@spurhero.com.