Returns & Refunds

If for any reason you would like to return your purchase please follow our simple returns procedure, outlined below. UK returns are FREE - see below for details.

Returns Policy

Standard Returns:

Please do not physically return "Printed on demand" items (these display a "Printed on demand" logo on our website). 

Please contact us at shop@helpforheroes.org.uk to request a refund if your item(s) have been incorrectly supplied or are damaged / faulty. 

Please recycle or re-use any such non-returned, printed on demand item.

Other items:

You can return part or all of your order for physical goods for a refund within 90 days of receipt.

Only incorrectly supplied or damaged/faulty items can be exchanged upon return. All other returns will be refunded back onto the credit/debit card or via the PayPal account used for the original purchase. You will need to place a new order if you simply require a different size or product. 

Purchases must be returned via post according to the instructions below.  

 

How to Return

Returns (UK) are simple and free: 

Please do not return print on demand items.

• Please take a note of the original order number from your email confirmations (or the "Your ref" field of the delivery note), to include on your free Royal Mail returns label
• Please let us know by writing on the original delivery note, which of the following reasons best fits why you are returning the product

• Changed mind	Incorrect size	Item of poor quality
  Item arrived late	Duplicate item / Order	Incorrect item
  Item damaged	Cancelled	Volunteer Merchandise Return

• Print your Royal Mail returns label (see guide below)
• Please include your original delivery note with return reason in the package 
• Package, label and post your return

Please go to https://www.royalmail.com/track-my-return/pick-a-retailer to generate your FREE & tracked (UK only) postage label.  In the "Pick a retailer" box, search for or enter "HELP FOR HEROES TRADING LIMITED"

The Royal Mail website will guide you through the steps to produce your returns label.  

You can download the label and print it, wait for the Royal Mail email containing a copy and print from there, or the Post Office can print it for you if you take the Royal Mail returns label email (e.g. on a mobile or tablet screen) along with your packaged item to a Post Office branch or Royal Mail Customer Service Point. 

Write the reasons for return on the original delivery note and place the completed form and goods inside your parcel, ideally using the original packaging. Apply your returns label ensuring you cover any previous shipping labels.

If your return will fit into a post or parcel post box, you can send it via this method and a digital proof of postage can be obtained through the Royal Mail App, which can be downloaded onto most smartphones, via this site: https://www.royalmail.com/downloadapp

Parcel post box locations can be found at this site: https://www.royalmail.com/d8/parcel-post-boxes

Alternatively, you can also take your parcel to any Post Office, where you can also request proof of postage.

The location of all branches and Customer Service Points can be found on the Royal Mail website. 

Please note international returns or requesting the parcel to be collected from your home by Royal Mail will be at your own expense.

Alternatively please contact us and we can assist you in generating a label and emailing it to you. 

Cancellation Policy

To cancel your order you must do so:

(a)   by written notice before the Products are delivered to you; or

(b)   by written notice within 14 calendar days of receiving the Products in accordance with your rights under the Distance Selling Regulations

If you cancel your order in the circumstances set out in accordance with (a) or (b) above we will refund the product price in full together with the original delivery costs.   

Before your refund can be processed you must return any products received, taking reasonable care of them and ensuring not to use them. Unfortunately once an order has been placed we are unable to stop it from being dispatched.

Please see the ‘How to Return’ section above for details on how to return a cancelled order for a refund.

Please note once your order has been placed there is no way to stop it from being despatched from our offsite warehouse. Whilst you can still ‘cancel’ this with us to ensure you receive a postage refund on return, we cannot process a refund until we have received the complete order back.

Goods should be returned in their original condition, ideally in the original packaging. Any damage noticed on receipt of the item should be highlighted on the returned delivery note as per above instructions.

Any refunds given by us will be refunded back onto the credit/debit card or via the ApplePay / GooglePay / PayPal account used for the original purchase.  

Regarding Donations:
As a charity, Help for Heroes is dependent on and incredibly grateful for your generous donation. In compliance with legal and best practice regulations set by the Charity Commission, the Institute of Fundraising and the Fundraising Regulator, all donations we receive (including registration fees for challenge participation) are treated as irrevocable gifts and, as such, are non-refundable. 

If you suspect your credit card has been used incorrectly please contact our Supporter Care Team as soon as possible (Monday to Friday, 9am to 5pm) or by emailing: fundraise@helpforheroes.org.uk

For full details of our return and refund policy for physical goods, virtual gifts and donations please see our Terms and Conditions.

Contact information

Please email shop@helpforheroes.org.uk

Please allow up to 10 working days for your return to be processed, and an additional 3-5 working days for your payment provider to credit your account.  We will endeavour to notify you once your refund has been processed but in times of exceptional demand we will communicate any further delay via the website.

Current postage charges will apply on the replacement order however we do offer a free returns service.