Refund policy

Last updated: 21 September 2025

Your Right to Return

Customers have a 14-day right to exchange or return, in accordance with consumer protection law. You may return all or part of your order.

Return postage

The customer is responsible for return shipping costs unless we have sent the wrong item or the goods are faulty/damaged, in those cases we cover the return.

Return Conditions

  • Items must be unused, in their original packaging, and in resaleable condition.
  • Any protective film/seal must be intact.
  • If an item was damaged in transit, do not open it.

Important: Opened products are not eligible for return. For example, opened collectible card packs (including protective wrapping) cannot be returned as they are no longer in resaleable condition.

How to Start a Return

1) Email info@hometeamheroes.fi to request return instructions and a return code.
2) Include your name, order number, and contact details.
3) We cannot accept returns sent without contacting customer service first.

Return Costs & Faulty Items

The customer is responsible for return shipping costs and for packing items securely so they arrive in resaleable condition. If we have sent the wrong item, the return is free of charge. We will cover the return postage and any additional shipping costs. If an item is missing or incorrect, we will also cover any extra shipping and return costs. Refunds are issued to the original payment method.

>Damaged or missing items

If a parcel is lost or damaged in transit, email info@hometeamheroes.fi without delay (within 14 days of the expected delivery date). with your order number, photos of the outer packaging and contents, and a description of the issue. Do not discard the packaging until we confirm the case is closed, as the carrier may request inspection. We (the retailer) will handle any carrier claim (e.g., UPS) on your behalf and will repair/replace or refund according to consumer law. You are not required to contact the carrier directly, but we may ask for reasonable cooperation (photos, retaining packaging, availability for inspection).

Refunds

Refunds are issued to the original payment method once the return is received and inspected. Please allow a few working days for us to process your return after it arrives, plus your bank/card provider’s processing time.

Exchanges

If you wish to exchange an item, please follow the return steps above and place a new order for the replacement item. This ensures the fastest turnaround.

Uncollected Parcel Returned to Sender

 If a parcel is returned to us as uncollected, we will automatically refund the order amount less the costs incurred (delivery charges and packing materials). If you still want the items, please place a new order.

Statutory Rights

Nothing in this policy affects your statutory rights. For assistance, contact info@hometeamheroes.fi.