Refund and Return Policy
Last updated: June 2026
If something is wrong with your Heron, we'll make it right. Here's how.
Returns
You can return a Heron device within 30 days of delivery for a full refund.
The device must be in its original condition with all accessories (USB cable,
power adapter if included).
To start a return, email [email protected] with:
- Your order number or proof of purchase
- The reason for the return
We'll send you a return address. You cover return shipping. Once we receive
the device and confirm its condition, we issue the refund to your original
payment method within 10 business days.
Defective devices
If your Heron arrives defective or stops working within the warranty period
(1 year from purchase), email [email protected]. We'll either:
- Send you a replacement, or
- Refund your purchase
We cover shipping for defective returns. You don't pay to send back a broken
device.
What's not covered
The warranty does not cover:
- Damage from misuse (dropping, water, opening the case)
- Damage from using a power supply that exceeds the device's specifications
- Normal wear and tear
- Problems caused by your network configuration
Digital products
The setup page and dashboard are free to use with your device. There is no
separate purchase and no refund applies to them.
EU right of withdrawal
If you live in the EU, you have a 14-day right of withdrawal from the day you
receive the device. This is in addition to our 30-day return window. To
exercise this right, email [email protected] within 14 days of
delivery.