Refund policy

All items are made-to-order and non-returnable for change of mind. If your order arrives damaged, incorrect, missing, or lost, contact us within 30 days and we’ll investigate and arrange a replacement or refund.

Overview


 All items on this site are made-to-order and personalized for each customer. Because products are produced specifically for each order, we do not accept returns for change of mind and we do not provide a return address. If an item is faulty, damaged, missing, or incorrect, please contact us so we can investigate and resolve the issue. This policy is based on our Print on Demand provider, Gelato. Read their full policy on returns and refunds here.

What to report & timeframe


 Any issue (damaged item, incorrect item, missing item, or lost shipment) must be reported to us within 30 days of the delivery date. Please provide your order number and photos (where applicable). Reporting after 30 days may limit our ability to request review with our production partner.

What we will do after you report a problem


 After you submit your claim with the details below, we will review it and, when validated, offer one of the following remedies:

  • Complimentary replacement (preferred where feasible), or

  • Refund (if a replacement is not feasible or the customer requests a refund), or

  • Partial refund or store credit in limited circumstances.

These remedies follow our production partner’s quality guarantee for print-on-demand orders.

Lost shipments & “returned to sender”


 If a package is lost in transit, notify us within 30 days from the estimated delivery date and we will arrange a replacement where possible. If a package is returned to sender (wrong address, unclaimed, or rejected), please place a new order (no later than 30 days from the estimated delivery date) and contact us so we can report the return and arrange a refund of the product price where applicable (shipping for the new order will be your responsibility).

Personalized / made-to-order items


 Because items are custom-produced, we do not accept returns for change of mind. This does not affect your statutory consumer rights where applicable.

Information we will need from you (submit to the contact address below)

  • Order number

  • Description of the issue (what’s wrong)

  • Clear photos showing damage/defect/incorrect item (if available)

  • Delivery address used and date received

How to contact us


 Email: innerhero.art@gmail.com
 Subject line: Order #[order number] — Problem report

Return Template

To ensure ease, we have provided a copy-and-paste template for our customers to use when contacting us about refunds and returns.

Hi — I received Order #[order number] on [delivery date]. The issue is: [damaged / incorrect / missing / not delivered]. Attached are photos and the delivery address used: [address]. Please advise next steps. Thank you.