Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at alistair@heroesquarters.com.au. Please note that returns will need to be sent back to us at the following address: 315 Hargreaves St, Bendigo, Vic 3550.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at alistair@heroesquarters.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If it is suspected that it was damaged in post, we ask that you leave the item in its postal packaging, and contact the postal service, as-well as us, if the parcel is opened and packaging removed/discarded, we may not be able to provide compensation, as an inspection has to be done by the post office.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items), also any Sealed TCG product.

Pre-Orders cancellations are subject to the release date of the product, rather than the date of purchase, Pre-Orders become non-refundable at/or within 14 days of the product's release.

 

Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at alistair@heroesquarters.com.au.