Return Policy
Returns & Exchanges
If you decide not to keep your purchase, you may return any item within 45 days, starting the day after you receive your order. To facilitate the return process, please notify us by email at support@boxhero-us.com before proceeding with the return.
Returns for Change of Mind
Returns due to a change of mind will be accepted under the following conditions:
- The item must be new or lightly used.
- If the item has a manufacturer's warranty seal, it must remain intact.
- The item must not have been damaged due to customer mishandling or improper use.
- The item must be returned in its original packaging, including all accessories.
Returns for Damaged, Incorrect, or Defective Products
If you identify damaged, incorrect, or defective items in your order, please contact us immediately at support@boxhero-us.com.
In such cases, you have 45 days to return the item(s) for a refund or exchange. This period begins the day after you receive your order.
Return Process: Contact Required Before Returning an Item
Before initiating a return, you must contact us at support@boxhero-us.com. This ensures a smooth return process and allows us to provide all necessary information for a seamless experience.
For certain products, returns may need to be sent outside the UAE or Europe at your expense, though this is rare. This is why it is important to contact us before initiating a return.
Please carefully pack the item and ship it to the address provided once your return request is approved.
⚠️ Do not send a return without first receiving instructions from us.
For orders fulfilled by third-party sellers on BoxHero:
BoxHero is a marketplace that allows third-party sellers to list their products. Since each seller has a different return address, please contact us at support@boxhero-us.com, and we will provide the correct return address for your item(s).
Return Shipping Costs
Customers are responsible for return shipping costs, including international returns when required.
We understand that this may be an additional cost, but this policy allows us to keep prices competitive and offer a high-quality selection of products.
Before proceeding with a return, we encourage you to contact us first—we may be able to offer alternative solutions to minimize return costs.
Order Cancellation
You may cancel your order within 24 hours before it has been shipped. Please contact support@boxhero-us.com for cancellation requests.
If the order has already been shipped, you will need to follow our return policy for a refund.
Lost Shipments
If at least 10 days have passed since the expected delivery date, please contact support@boxhero-us.com.
We will conduct an investigation within 5 days. If the shipment cannot be located, we will reship it at no additional cost.
Refund Process
Refunds are processed once the returned product has been received and inspected at our warehouse.
- The refund will be initiated within 2 business days after approval.
- It may take 5-10 additional business days for the refund to appear in your account, depending on your bank or payment provider.
- Refunds will be issued using the original payment method.
Product Warranty
All products come with a 3-month warranty against manufacturing defects.
❌ The warranty does not cover:
- Damage caused by misuse, mishandling, or accidental damage.
If a defect is found within the first 3 months, contact us at support@boxhero-us.com to arrange for a repair or replacement.
Extended Warranty Option
We offer an optional extended warranty that covers your entire order for an additional year.
- The one-year extended warranty can be purchased at checkout.
- You have 24 hours after purchase to cancel the extended warranty for free by contacting us.
- If the extended warranty was purchased by mistake, you are eligible for a full refund within 90 days.