Heroes Ark Return Policy
Effective Date: 02.06.2025
At Heroes Ark, we want you to be confident in every purchase. If for any reason you’re not satisfied, we offer a clear and fair return policy in accordance with UK consumer law.
1. What Items Are Eligible for Return?
We accept returns on all physical products sold on our website, including:
- Trading cards (e.g., Yu-Gi-Oh!, Pokémon)
To be eligible for a refund:
- The product must be unopened and in original condition
- The return request must be made within 14 days of receiving your order
Opened or tampered products are not eligible for return or refund, regardless of condition.
2. How to Start a Return
To request a return, you must contact us first by:
- Emailing us at support@heroesark.com
Do not send items back before contacting us — we may reject returns that are unapproved or improperly packaged.
3. Return Shipping Instructions
- Returns must be sent in secure packaging, preferably the same way it was received (e.g. with top loaders and sleeves)
- We strongly recommend tracked shipping to ensure your item arrives safely
- Return address: Use the same address from your original package label
The buyer is responsible for return shipping costs, unless otherwise agreed upon.
4. Refunds
Once we receive and inspect your returned item:
- We will notify you of approval or rejection
- If approved, your refund will be issued via the same payment method used, or a different one if arranged in advance
- We do not charge a restocking fee
Refunds are usually processed immediately after approval, but bank processing times may vary.
5. When Returns Are Not Accepted
We will not accept or refund your return if:
- The product has been opened, used, or damaged
- The return was not approved beforehand
- The item is lost or damaged during return shipping (always use tracked services!)
6. Responsibility for Shipping Issues
If your original order was lost or damaged in transit, please contact Royal Mail directly to file a claim. Heroes Ark is not liable for courier-related issues once a package has been dispatched, but we can provide photos of your order before shipment upon request.
7. Do you have a question for us?
If you have any questions about this policy, contact us at:
📧 Email: support@heroesark.com
📧 Discord: Heroes Ark Discord
📦 Address: 124 City Road, London, EC1V 2NX, United Kingdom