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Terms & Conditions

TERMS & CONDITIONS

SECURITY

CREDIT CARD SAFETY 

At Heroes of Games and Comics (HGC), the customer always comes first, and this means 100% security for your online transactions. We have not had a single case of online credit card fraud reported to us and this will continue to be the case.

PRIVACY POLICY

When ordering item(s), we take note of your name, email address, postal address, and contact number. This information will not be shared with any 3rd parties or other companies.


RETURNS

We believe that you will be 100% satisfied with your product, but occasionally you may need to return an item. You can cancel your order and return it to us within 7 days of the purchase date if it's in the original condition when purchased, completely unused, and suitable for resale. You will be responsible for the item or items until they reach us, and we suggest that you use a secure delivery method (which requires a signature upon delivery).

Refunds are made within a week of an order being cancelled and the goods having been returned to us along with the original receipt.

In the case of faulty goods we guarantee all items for a period of 12 months from the purchase date. Our warranty covers all manufacturing defects and doesn't cover faults arising from poor/improper use. Goods found to be faulty can only be exchanged for the same product and cannot be refunded.

In the case of a refund 100% will be refunded for orders made by EFT and but it may be the case that only 95% will be refunded for orders paid by credit card (due to the banks 5% merchant fee).

As for normal returns, you must contact us by email or phone before returning any goods, so we can give you a specificied returns number.

MAKING A PURCHASE

Making a purchase could not be easier. Just browse our Catalogue, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Check out" and you will be asked for a few details that we need to be able to satisfy the order. We accept Visa card, Mastercard credit, debit cards for payment, Paypal, and Mobicred. 

DELIVERY 

Orders being delivered to South Africa addresses which are confirmed before 3.30pm are dispatched the same day via a courier service. Therefore, you can expect to receive your items within 2-4 working days excluding Mondays, public holidays and weekends after you have placed your order. For unusually heavy items, delivery may take an extra day or so, so please contact us if you have an urgent order in such cases.

Once you have created an order your details will be securely stored so we can contact you about your delivery if need be. If you need something delivered by the next working day please contact us via email.

RETURNS/GUARANTEES POLICY

No Quibbles Guarantee - Our returns policy is simple! Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of heart (which is fair enough) you must return it to us unused and in its original condition within 7 days for a prompt replacement, exchange or refund, please note : Due to hygienic reasons we do not exchange or refund costumes. Books can not be refunded or exchanged.

RETURNS

How do I return an item? Simply contact us and one of our customer support team will issue you with a Returns Authorisation Code (RMA) that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return. To give you a few pointers on how we manage our returns, here are some simple and easy to follow guidelines:

FAULTY OR DEFECTIVE ITEMS

If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us. You are responsible for any other service provided to you in connection with your purchase, e.g. gift wrapping. The item(s) must be returned within 10 days of purchase.

CHANGE OF HEART

Goods returned to us because of a change of heart must be unused and in perfect, re-saleable condition (including product packaging, instructions, etc), otherwise, we will not be able to refund you. You are responsible for any other service provided to you in connection with your purchase, e.g. delivery charge. Please note that the costs of returning item(s) to us as a result of a change of heart must be borne by you. In any event, the item(s) must be returned within 7 days of purchase. 

RETURNING A GIFT

We are happy to exchange faulty or defective products that have been sent as a gift. If you are returning an item but would like to exchange it for something else and you're not sure what, we are happy to issue a gift voucher for the value of the item you are returning. If a refund is required however, please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser. Around Christmas times we extend our 10 day returns period to 20 days after Christmas.

ITEMS LOST IN TRANSIT

We cannot be held responsible for packages lost in transit: as you are responsible for returning the item(s) to us, we recommend sending the package by Recorded/Special Delivery. Refunds, replacement and exchanges: Refunds, replacements or exchanges are usually processed within 7 working days of receipt of the returned item(s) by Heroes of Games and Comics. Any refund will be made in the same form of payment that was used to make the initial purchase. Please note, in all instances, Heroes of Games and Comics shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights.

COMPLAINTS PROCEDURE

Heroes of Games and Comics takes its relationships with customers very seriously, and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within one working day of receipt, whether they're inquiries or, heaven forbid, complaints. If your email is too impersonal, we encourage you to phone us where our customer support team will gladly be of assistance. All your feedback is appreciated. 

BACK ORDERS

If your item is not in stock, we will back order it for you. Back order items can take up to 90 days from the order date. We always try to make sure that the stock arrive as soon as possible. Please note that all back orders cannot be cancelled. We will refund you in case we unable to get the product.

pre-ORDERS

If your item is pre-order, note that it takes 30~45 days from oversea's shipping date. We always try to make sure that the stock arrive within the given schedule but delays may occur. Please note that all pre-orders cannot be cancelled. We will refund you in case we are not able to get the product.  

AVAILABILITY

We try to keep as up to date as possible but cannot guarantee that a particular product will always be available. If we can't supply a product you will not be charged for it and we will refund or re-credit your account with the amount debited by us. All offers are available while stock lasts. If we are unable to supply a product you have ordered, we will notify you as soon as we can after receiving your order. If this happens, you may cancel your order and we will pass credit to your store account or refund you the money you have paid for it.

PRICE

The price of each product shown on our website heroesofgc.com includes VAT at 15%. We always try to make sure that the prices displayed are as accurate as possible but errors may occur. If an error is discovered in the pricing of a product on your order, you will be informed as soon as possible using the contact details you have provided us with. You, the customer will be given the option of reconfirming the order at the correct pricing or cancelling it. If we are unable to contact you we will treat the order as being cancelled. If an order is cancelled any payment made for the order will be refunded in full. You will be notified of the delivery cost automatically before submitting your order based n the delivery option you have chosen.