We structured our return policy by order size because we know deployment timelines are not one-size-fits-all. Whether you’re running a pilot with a handful of workers or rolling out across an entire facility, your return window starts from the day your order ships. That gives you a firm, predictable clock from day one.
Orders of 1–24 suits come with a 30-day return window. Orders of 25 or more suits receive a 45-day window. Enterprise customers refer to return terms in their purchasing agreement.
All returns are subject to a 10% restocking fee and must be in like-new condition. If a refund is issued, the restocking fee will be deducted from the refund amount. If the invoice remains unpaid at the time of return, the restocking fee will remain as a balance due. This policy covers equipment only. Professional services rendered are non-refundable. Applies to domestic orders only.
Questions about returns? Contact support@HeroWearExo.com or reach out to your account executive.
Frequently Asked Questions
When does my return window start?
Your return window begins on the date your order ships from our facility. It is not tied to the delivery date or deployment launch date. You’ll receive a ship date confirmation when your order leaves our warehouse.
What is the return window for my order size?
Orders of 1–24 suits have a 30-day return window from ship date. Orders of 25 or more suits have a 45-day window. Enterprise accounts have return terms outlined in their purchasing agreement.
Is there a restocking fee?
Yes. All returns are subject to a 10% restocking fee. If a refund is issued, the fee will be deducted from the refund amount. If the invoice remains unpaid at the time of return, the restocking fee will remain as a balance due on the original invoice.
Are professional services refundable?
No. This policy applies to Apex exosuit equipment only. Implementation, deployment, and training services are non-refundable.
Does this policy apply to international orders?
This return policy applies to domestic orders only. International customers should contact their account representative for applicable terms.