Refund policy

At Hero, we are committed to supporting your pet’s mobility and comfort. We understand that getting the right fit and receiving your items quickly is important. Below you’ll find everything you need to know about how we return and guarantee our products.

Custom devices (including ‘made-to-measure’ or ‘custom from mold’ products) are handcrafted specifically for your pet’s unique anatomy. Because of this personalized nature, all sales of custom products are final and non-returnable.

Our Fit Guarantee. While we cannot accept returns on custom items, we are 100% committed to your pet’s success. We provide comprehensive fit and adjustment support for every custom device we make.

Hero Braces (Custom from mold) Only: We offer complimentary adjustments for the first 90 days to ensure your pet gets the perfect fit.

🛡️ Warranty Information

We stand behind the quality of our craftsmanship.

Hero Braces Warranty

  • Lifetime Coverage: We provide a lifetime warranty on the plastic frame and joints.

  • 90-Day Coverage: Straps, padding, and soles are replaced at no charge within the first 90 days. After this period, replacement parts are available for a minimal fee.

  • Exclusions: Damage caused by chewing or modifications made by anyone other than Hero is not covered.

Note: Proper fit, regular cleaning, and following usage instructions are essential for the performance and longevity of your pet’s gear.