Return & refund policy

📦 BoxHero Return & Refund Policy

45-Day Return Policy

We offer a 45-day return policy, which means you have 45 days from the date you receive your order to request a return.

To qualify for a return:

  • Your item must be unused, unworn, with original tags, and in its original packaging.

  • A receipt or proof of purchase is required.

🧭 How to Start a Return or Request a Refund

To begin the process:

  1. Email support@boxhero-us.com with the following details:

    • Your full name

    • Order number

    • Description of the issue (e.g., faulty product, incorrect size, wrong item, dissatisfaction)

    • What you would like (refund or replacement)

  2. Once your request is reviewed, our support team will respond within 3 business days with a return address and detailed return instructions.

  3. Important: Items returned without prior approval will not be accepted.

🔄 Different Return Scenarios & Conditions

Scenario Eligibility Return Window Refund Timeframe Notes
Defective, damaged, or incorrect item ✅ Eligible Notify us within 7 days of delivery Refund processed within 10 business days after inspection Include a photo of the issue
Wrong size ordered by customer ✅ Eligible Within 45 days of delivery Refund processed within 10 business days after inspection Return shipping at customer’s cost
Dissatisfied with the product ✅ Eligible if unused and in original condition Within 45 days of delivery Refund processed within 10 business days after inspection Return shipping at customer’s cost
Received wrong item ✅ Eligible Notify us within 7 days of delivery Refund processed within 10 business days after inspection We cover return shipping
Sale items, gift cards, or personalized products ❌ Not eligible – – Final sale, no returns

📬 Return Shipping Costs

  • Return shipping is the customer’s responsibility, except in cases where the product is defective or we sent the wrong item.

  • We strongly recommend using a trackable shipping method to ensure your package arrives safely.

📅 Timeframe for Returns

  • Once your return request is approved, you must ship the item back within 14 days.

  • Returns sent after this period may not be accepted.

💳 Refund Timeframe

  • Once we receive and inspect your returned item, we will notify you of approval or rejection within 5 business days.

  • If approved, the refund will be issued to your original payment method within 10 business days.

  • Banks and card issuers may take additional time (usually 2–5 business days) to reflect the refund on your account.

If more than 15 business days have passed since your refund was approved and you haven’t received it, contact us at support@boxhero-us.com.

🔄 Exchanges

We do not offer direct exchanges. If you wish to receive a different size or product, please return your original item for a refund and place a new order.

🇪🇺 EU 45-Day Cooling-Off Period

If your order was shipped to the European Union, you have the right to cancel or return it within 45 days without providing any reason, as per the EU Consumer Rights Directive.

  • Items must be unused, with original tags and packaging.

  • To exercise this right, contact us at support@boxhero-us.com.

🇦🇺 Australian Consumer Rights

If you are located in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

📦 Return Address

Returns must be shipped to the return address provided via email after your request is approved.
❗ Do not send your package back without prior authorization — unapproved returns will not be processed.

📞 Contact Information

If you have any questions about returns, refunds, or the process: