Return & refund policy

📦 BoxHero Return & Refund Policy

45-Day Return Policy
We have a 45-day return policy, which means you have 45 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: unworn/unused, with tags, and in the original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

Email support@boxhero-us.com with:

  • Your full name

  • Order number

  • The problem (e.g., faulty product, wrong size, wrong item)

  • What you would like (refund or replacement order)

Once your return request is approved, we will provide a return shipping address and instructions.
Please allow up to 3 business days for return request processing.
Items returned without prior approval will not be accepted.

For any question about returns: support@boxhero-us.com

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the item is defective or the wrong item was received.
We recommend using a trackable shipping method.

Damages and Issues

Please inspect your order upon delivery and contact support@boxhero-us.com within 7 days if the item is defective, damaged, or incorrect.
Include a photo and your order number to help us process the claim quickly.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom/personalized products

  • Personal care goods (e.g., beauty/hygiene items)

  • Hazardous materials, flammable liquids, or gases

We cannot accept returns on sale items or gift cards.

Exchanges

We do not offer direct item-for-item exchanges.
If you’d like a different size or product, please return your item for a refund and place a new order separately.

European Union 45-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return it within 45 days without needing to provide a reason, under the EU Consumer Rights Directive.

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

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

Refunds & Timelines

  • After we receive and inspect your return, we’ll notify you of approval or rejection within 5 business days.

  • If approved, refunds are issued to your original payment method within 10 business days.

  • Your bank/card issuer may take additional time to post the refund.

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

Return Address

Returns must be shipped to the return address provided via email.
Do not send your package without prior approval.

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.