Returns & Refund Policy

Returns

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must:

• Be in the same condition as received.
• Be unused, unworn, and with all original tags attached.
• Be returned in its original packaging.
• Include proof of purchase (receipt or order confirmation).

To initiate a return, please contact us at service@herculespro.com. Returns must be authorized before being shipped. Once your request is approved, we will provide the return address and detailed return instructions. Items returned without prior authorization will not be accepted.

Return Shipment Requirements

Before shipping your return, you must provide clear photos of the product and its packaging showing that the item is in good condition and securely packed.

Please ensure the product is properly packaged to prevent damage during return transit. The pre-shipment photos may be used to verify the item's condition before dispatch. If the returned package is damaged during transportation, these photos will help determine whether the damage occurred during transit. Where the item is confirmed to have been properly packaged before shipment, transit-related damage will be handled with the shipping carrier.

Unless the return is due to our error (such as receiving a defective or incorrect item), customers are responsible for all return shipping costs.

If you have any questions regarding a return, please contact us at service@herculespro.com.

Damaged, Defective or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a defective, damaged, or incorrect item, please contact our Customer Service Team within 24 hours of delivery and provide:

• Your order number.
• Clear photos of the product.
• Photos of the shipping package (if applicable).

Once verified, we will arrange a replacement or issue a refund at no additional cost to you. In most cases, returning the defective item is not required.

Items that have been used, damaged through misuse, or returned without their original packaging may not qualify for a refund or replacement.

Non-Returnable Items

The following items are not eligible for return:

• Customized or personalized products.
• Gift cards.
• Clearance or final sale items.
• Hazardous materials, flammable liquids, or gases.
• Perishable goods (where applicable).

If you are unsure whether your item qualifies for return, please contact us before sending it back.

Exchanges

The quickest way to exchange an item is to return the original product (once approved) and place a new order for the replacement item.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

1. Approved refunds will be issued to your original payment method (PayPal, credit card, or other original payment method) within 7 business days.
2. Your bank or payment provider may require additional time to process and post the refund.
3. Refunds are issued for the product price only. Original shipping charges, return shipping costs, import duties, taxes, customs fees, and expedited shipping fees are non-refundable unless the return is due to our error or required by applicable law.

Disclaimer

• Customers are responsible for providing an accurate shipping address. We are not responsible for orders delayed, lost, or undeliverable due to incorrect address information.
• Import duties, taxes, customs clearance fees, or other charges imposed by the destination country are the responsibility of the customer unless otherwise stated.
• Shipping may occasionally be delayed due to circumstances beyond our control, including but not limited to severe weather, natural disasters, wildfires, traffic accidents, transportation disruptions, customs inspections, government actions, or other force majeure events. We appreciate your patience and understanding during these situations.
• If a package is confirmed lost during transit, we will work with the shipping carrier and provide an appropriate after-sales solution in accordance with our Shipping Policy and applicable warranty terms.
• Fishing line spool size may vary depending on line diameter, line length, and winding tension. To reduce unnecessary plastic waste, spool dimensions are selected accordingly. Returns or refunds cannot be requested solely because the spool differs from the product images. If you require a specific spool type, please contact us before placing your order.

Contact Us

Email: service@herculespro.com

Customer Service Hours: Monday – Friday, 9:00 AM – 4:00 PM (GMT+8)