Returns & Refunds Policy
We want you to love your Family Hero experience. Every game kit is made with care in small batches to reduce waste and keep things affordable for families like yours. Because we’re a growing business without a large warehouse or fulfillment team, we kindly ask you to read this policy carefully before placing an order.
Damaged or Incorrect Items
If your item arrives damaged, defective, or incorrect, we’ll make it right. Please email us at hi@familyherogame.com within 14 days of delivery with:
- Your order number
- A description of the issue
- Clear photos of the problem
We’ll review your request and, if approved, offer a replacement or full refund, including return shipping where necessary.
Change-of-Mind & Opened Product Returns
Due to the nature of our product and our small-scale production:
- We do not accept returns for change of mind
- We cannot accept returns of opened or used products
We encourage you to review the product description and details carefully before purchasing.
Return Window
Returns must be requested within 14 days of receiving your order. If your return is approved, items must be shipped back to us within 7 days of approval.
Refunds
Once your return is received and inspected, we’ll notify you of the approval status. If approved:
- A full refund will be issued to your original payment method
- Please allow 5–10 business days for processing, depending on your bank
Return Shipping
In most cases:
- If we made a mistake or the item is damaged, we cover return shipping
- If a return is approved for other reasons, the buyer covers return shipping
Missing Pieces
If your kit is missing a component (e.g., a card deck or sticker sheet), contact us and we’ll send a replacement part as quickly as possible.
Thank You for Supporting a Small Business 🙏
We appreciate your trust and understanding as we grow. Your support helps us bring more play, joy, and connection to families everywhere.
If you have any questions about this policy, please contact us at hi@familyherogame.com.