Understand when a return may be eligible, how to submit a request and what happens after the item is received and inspected.
If an item arrives damaged, defective or materially different from its description, contact us promptly and keep supporting photos.
If you receive a different item from what you ordered, keep it in its original condition and contact us so the issue can be reviewed.
Hero Baby products are subject to the return and exchange restrictions stated in this policy, without limiting any mandatory rights under Egyptian law.
Open My Orders and use the return or complaint option when available, or contact customer care for assistance.
Keep the product, packaging and included items in their original condition as far as reasonably possible.
A courier pickup may be arranged. Once the item is received, it is reviewed to confirm its condition and eligibility.
If approved, the refund is initiated using the payment or refund method available for the case.
Under the current policy, inspection of a returned product may take up to two working days from the date Hero Store receives it. Once approved, the refund process begins. Your bank, card issuer or payment provider may require additional time before the amount appears in your account.
If an approved amount is added to your Hero Store account credit, you can use it toward a future purchase. Where the account provides an option to transfer available credit to a bank account, follow the transfer steps shown in the credit section of your account.
Keep your order number and product photos ready where relevant so the issue can be reviewed faster.
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One free chance is available according to the period set by the store.
