Cancellation policy
Last updated: 30-9-2026. HeroHaven is a trading name of HEROHAVEN CY LTD. Nothing in this policy affects your statutory right to cancel within 14 days of receiving your goods, which is set out in our Returns & Refund Policy.
1. Cancelling a standard order before dispatch
You can ask us to cancel an in-stock order before it is dispatched. We will cancel it and refund you, minus the non-refundable payment processing charged to us by our payment providers. That deduction is between 2% and 5% of the transaction value plus a fixed 30p. Once an order is dispatched it cannot be cancelled, but you can still return it under our Returns & Refund Policy.
2. Pre-orders and deposits
A pre-order reserves an item that is out of stock or not yet released. We show an estimated release date at checkout. Release dates are estimates set by manufacturers and can move.
A non-refundable deposit of 20% of the item price is taken at checkout. We securely store your payment method and charge the balance when the item is ready to dispatch from our warehouse.
3. Cancelling a pre-order
- Within 48 hours of ordering: full refund including the deposit.
- After 48 hours and before dispatch: the 20% deposit is retained. Any payment above the deposit is refunded.
- If the manufacturer cancels, or the release is delayed by more than 6 months from the estimate: you can choose a full refund including the deposit, or store credit with a 5% bonus.
- After dispatch: the pre-order can no longer be cancelled, and our Returns & Refund Policy applies.
4. Refund timing
Refunds go back to your original payment method within 14 days of the cancellation being agreed. Your bank may take 3–5 working days to show it.
5. How to request a cancellation
Email support@herohaven.co.uk with the subject "URGENT: Cancellation request – [order number]", your full name, and the items you want cancelled. At busy times our warehouse can dispatch within minutes, so we cannot guarantee a request will arrive before dispatch.