Information on refunds

Return, Refund, and Warranty Policy – Heroes Smart Cup

1. Returns within 30 days
You have 30 days from the date of order receipt to request a return.
To be eligible, the product must be in the same condition as when received, must not have been used, must be returned with the original packaging, all accessories, and any intact seals. Proof of purchase (order number or receipt) is required.

To request a return, contact us by email at info@heroesgain.com.
If the return is approved, we will provide you with instructions on how and where to send the package.

Return shipping costs are the responsibility of the customer, except in cases where the product is defective, damaged, or incorrect: in such cases, we will cover the return costs.

Unauthorized returns not approved in advance via email will not be accepted.

2. Damage and issues upon delivery
We invite you to carefully check the product upon delivery.
In case of damaged, defective, or incorrect items, contact us immediately: we can then assess the problem and find the most appropriate solution.

3. Exceptions – Use and compatibility of the device
The Heroes Smart Cup device consists of a reusable electronic part and a module in direct contact with the skin, which cannot be reused for hygienic and sanitary reasons.

If the device has been used and the customer has experienced an abnormal reaction or a compatibility issue (such as uncommon irritations or verified intolerances), they may receive a full refund subject to evaluation and documentation.

If the product works correctly and leaves the typical marks described on the website, the refund will be partial. In this case, an amount of €9.90 will be withheld for each device used, to cover hygiene and module management costs.

4. Right of Withdrawal – 14 Days (only for customers in the European Union)
If you reside in the European Union, you have the right to withdraw from the purchase within 14 days of receiving the product, without providing any reason.

Pursuant to art. 59 of the Consumer Code, the right of withdrawal is excluded for sealed goods that are not suitable for return for hygiene reasons or related to health protection and that have been opened after delivery.

If the product is sealed, intact and unused, the withdrawal will be fully accepted.
If the product has been opened or used, especially if the skin-contact module has been removed or used, it will not be possible to exercise the right of withdrawal.
In some cases, at our discretion, we may still accept the return with a deduction of €4.90 for each used device, to cover hygiene and management costs.

To exercise the right of withdrawal, contact us via email at info@heroesgain.com within 14 days of receiving the product.

5. Refunds
After receiving and verifying the return, we will inform you of the outcome.
If approved, you will receive the refund within 10 working days on the payment method used.
If the refund is partial (for example for a used device), we will clearly communicate the amount withheld.

If you do not receive anything within 15 working days from approval, contact us.

6. Satisfaction or Money-Back Guarantee – 90 Days
In addition to your legal rights, we offer you a satisfaction or money-back guarantee valid up to 90 days from receipt.

You can request a refund if you have used the Heroes Smart Cup regularly for at least 30 days, following the instructions, and have not perceived any objective benefit such as relief from tension, pain or fatigue.

To make a request, send an email to info@heroesgain.com indicating first and last name, order number, purchase and start of use date, at least 3 videos (made on different days) clearly showing the device in use, and a brief description of your experience.

Requests without complete documentation will not be considered.
The guarantee can be used only once per customer.

Customer support
For doubts, requests or clarifications, we are always available via email: info@heroesgain.com