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    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: You can return part or all of your order for a refund within 30 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. 

    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 returns note. 

    Purchases from our catalogue, over the phone or via the website must be returned via post according to the instructions in your parcel.  

    If you would like to return an item bought from our Mobile Retail Team at an event, please contact Customer Service.

    Customer Service contact information

    +44 (0)1725 513212

    9am – 5pm, Monday – Friday

    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 (see below).

    How to Return

    Simply apply the FREE Royal Mail postage label provided on your original order paperwork to the outside of your parcel, fill in the reasons for return and place the completed form inside your parcel. Please note international returns are at your own expense.

    Alternatively if you no longer have your free returns label please post via your local Post Office to the following Freepost address, including a covering letter with your name, address, reason for return and order number if you have it.

    FREEPOST RTGJ-RUBX-TJHK
    Help for Heroes
    Clipper Logistics Group
    Suez Road
    Enfield
    Middlesex
    EN3 7SN 

    We advise you retain proof of postage from the Post Office when returning items.

    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 returns note. 

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