Política de reembolso
Last updated: August 22, 2026
This Refund Policy applies to every order placed at getheration.com. Nothing in it affects the rights US consumers have under applicable federal or state law.
Refunds / Returns (if applicable)
Every Heration order is covered by our 100-night guarantee. To request a refund, email us within 100 days of receiving your order at info@getheration.com with your order number. Tell us it did not work for you — that is the whole process.
We refund the full purchase price of your item. Specifically:
- You do not need to post anything back. A moulded guard is a personal item; we do not want it back and we cannot resell it.
- You keep the guards.
- There is no form to fill in and no restocking fee.
- We do not argue. You do not have to justify the request or send photographs.
If your item arrived defective or damaged, tell us and we will ship out a replacement instead, if you would rather have that. Either way you are covered.
The 100 days run from the date carrier tracking shows your order as delivered. If tracking is unavailable, we count from 10 business days after dispatch, in your favour.
Lost or Stolen Packages
Heration is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order — unless you chose Secure shipping at checkout.
If you chose Secure shipping (the 🛡️ option, "Replacement in case of loss, damage, or theft"): we replace or refund the order in full. You do not need to file a carrier claim or send us any paperwork. Just email us.
If you chose Standard shipping: upon inquiry, Heration will confirm the delivery address, date of delivery, tracking information and shipping carrier information, so you can investigate with the carrier or file a claim yourself.
Before contacting us, please check with neighbours and your building's mailroom and allow 48 hours — carriers sometimes scan a parcel as delivered a day early.
A package that never shows as delivered is a different matter: if it is genuinely lost in transit, we replace or refund it whether or not you chose Secure shipping.
Exchanges (if applicable)
We typically only replace items if they are defective or damaged, but we know stuff happens. If you need to exchange an item, please email us at info@getheration.com so we can help you out.
Every Heration order already includes guards in two sizes, so there is usually nothing to swap. If you received the wrong pack size, contact us — we will send the correct one at no cost and let you keep the first.
Shipping
We do not ask you to return anything, so there are no return shipping costs to pay. This applies to guarantee refunds, damaged items and wrong items alike.
In the rare case where we do ask for an item back, we send you a prepaid label and cover the cost ourselves. You will never be asked to pay postage to Heration.
The Secure shipping fee is non-refundable once the order has shipped.
For delivery times and carrier details, see our Shipping Policy.
When you get your money back
Approved refunds are issued within 3 business days of your request, to the original payment method. Your bank or card issuer then takes a further 3 to 10 business days to post the money to your account — that part is outside our control.
We cannot refund to a different card, account or person than the one used to pay.
Cancelling before dispatch
You can cancel any order free of charge before it ships by emailing us with your order number. We refund in full, usually the same day.
Subscriptions
We do not sell subscriptions. Every order at Heration is a single, one-off purchase. You will never be enrolled in recurring billing, and there is nothing to cancel.
Fair use
The guarantee is offered in good faith to people who genuinely tried the product. We reserve the right to decline requests where there is clear evidence of abuse — for example repeated refunded orders placed to the same customer, household, address or payment method with the apparent purpose of obtaining free product, or orders identified as fraudulent. This is not a hurdle for ordinary customers: if you bought a guard, tried it and it did not suit you, you are refunded.
Chargebacks
If something has gone wrong with your order, please email us before contacting your bank. A chargeback takes months to resolve; we can usually refund you in three days. We answer every email.
Contact
Heration
Calle Pablo Iglesias 68
03600 Elda, Alicante
Spain
Email: info@getheration.com