Terms of sale

Terms & Conditions of Sale

Welcome to the Hero Labs online store (the “Store”), provided by Hero Laboratories Limited (“Hero Labs”). In purchasing any Hero Labs products (“Products”) from the Store, you agree to be bound by these Terms and Conditions of Sale (“Terms & Conditions”) and any additional terms we provide, including but not limited to our Privacy Notice and our Terms and Conditions of Service. If you do not agree with any of the provisions of these Terms and Conditions, you should not purchase the Products.

We reserve the right to change these Terms & Conditions at any time, so please review the Terms & Conditions each time before making a purchase from the Store. Every time you order Products from Hero Labs, the Terms & Conditions in force at that time will apply between you and Hero Labs. If you have any questions regarding these Terms & Conditions, you can contact us at [email protected].

You may have certain legal rights in accordance with the laws applicable in your country or jurisdiction. The disclaimers, exclusions and limitations of liability under these Terms & Conditions apply to the extent prohibited by applicable law. For a full description of your legal rights, you should refer to the laws applicable in your country or jurisdiction. Nothing in these Terms & Conditions will affect those other legal rights.

1. Compatibility.

Although the Store is available worldwide, the Products in the Store are not designed and tested for use in all countries. If you choose to access the Store and / or use the Products outside of the countries in which they are designed and tested for use (the “Approved Countries”), you do so at your own initiative and are solely responsible for complying with all applicable local laws in your country. If you use the products outside of the Approved Countries, you understand and accept that not all features may work correctly or be appropriate for use in your country. Hero Labs accepts no responsibility or liability for any damage or loss resulting from use of Products outside the Approved Countries.

We recommend that all Hero Labs Products are installed by an accredited professional in a relevant field of expertise (a “Professional”). For example, we recommend that the Sonic Leak Prevention System is installed by an accredited plumber. In purchasing the Products you acknowledge that you have verified the compatibility of the Products you are purchasing with other equipment in your home (e.g., verifying that you have access to a suitable installation site for the Products, and that installing the Product will not interfere with the operation of other systems such as fire-suppression sprinkler systems). Further information is included in the Safety and Warranty Information. Hero Labs is not responsible for determining the compatibility of the Products with other equipment in the home and you accept that lack of compatibility is not a valid claim under the warranty provided with the Products.

2. Orders and Pre-Orders

The Store may allow you to place an order for an existing product (“Stock Order”) and / or place pre-orders for forthcoming products (“Pre-Order”). Collectively, all Stock Orders and Pre-Orders are “Orders”. Your placement of an Order does not create a contract for sale but is an offer to Hero Labs to purchase the Product subject to these Terms & Conditions. Hero Labs may accept your offer to purchase Products subject to these Terms & Conditions and capture payment on the payment card you provided. Stock Orders require payment of the Order balance in full at the time of purchase. Pre-Orders may require payment of the Pre-Order balance in full, or may be subject to an initial payment (“Deposit”) followed by payment of the Pre-Order balance less the Deposit at a later date, but no later than the date on which the Pre-Order is shipped. Hero Labs may obtain additional authorisation from your payment card company to confirm the necessary funds are available to complete payment of the Order balance.

Hero Labs reserves the right to cancel or refuse any order for any reason at any time prior to shipment, including after an Order has been submitted, whether or not the Order has been confirmed. We may attempt to contact you if all or a portion of your order is cancelled or if additional information is needed to complete and accept your order.

3. Payment.

By providing a credit card or other payment method accepted by Hero Labs, you represent and warrant that you are authorised to use the designated payment method and that you authorise us (or our third-party payment processor) to charge your payment method for the total amount of your order (including any applicable taxes and other charges). If the payment method you provide cannot be verified, is invalid or is otherwise not acceptable, your order may be suspended or cancelled.

4. Availability and Pricing.

All Products offered on the Store are subject to availability and we reserve the right to impose quantity limits on any order, to reject all or part of an order and to discontinue offering certain Products without prior notice. Prices for the Products are subject to change at any time, but these changes will not affect any order for Products you have already placed.

In placing a Pre-Order, you understand and agree that the Pre-Order represents an offer to purchase forthcoming Products at such as time as they become available. Hero Labs will endeavour to provide good faith estimates as to when forthcoming Products are likely to become available, but reserves the right to adjust such estimates at our sole discretion, e.g. to ensure the quality of Products provided. Such estimates will be provided on the Store from time-to-time, such as on the Product listing, or via email or phone using the details you provided in placing your Order. In placing an Order, you consent to receive such communications and other relevant news. You can unsubscribe from such communications at any time using the unsubscribe link in each email or by emailing [email protected]

5. Sales Tax (also known as VAT).

Depending on the order, Hero Labs calculates and charges sales tax in accordance with the applicable laws.

6. Title Transfer.

Title for Products purchased from the Store passes to the purchaser at the time of delivery by Hero Labs to the freight carrier but Hero Labs and/or the freight carrier will be responsible for any Product loss or damage that occurs when the Product is in transit to you.

7. Shipping and Delivery.

Prices for the Products may not include shipping costs which are calculated at checkout. Our delivery charges and methods are as described on the Store website from time to time. The estimated arrival or delivery date is not a guaranteed delivery date for your order. Refused deliveries will be returned to our warehouse. It may take up to 45 days for the returned items to be identified as refused and processed for a refund (although this does not affect your rights under paragraph 9 below).

8. Installation.

Hero Labs recommends that the Products are always installed by a Professional. Your country or jurisdiction may have laws that govern where and how the Product should be installed. You should check you are in compliance with all relevant laws in your jurisdiction. Hero Labs is not responsible for any injury or damage caused by your installation.

There may be laws in the jurisdiction in which you install a particular Product applicable to where and how to install that Product. You should check that you are in compliance with all relevant laws in your jurisdiction. Hero Labs is not responsible for any injury or damage caused by your installation.

9. Returns Process.

If you are the original purchaser of the Product and you are not satisfied with the Product for any reason, you may return it at your cost, in its original condition, within 30 days of the original purchase and receive a full refund. You must email [email protected] with proof of purchase to obtain an RMA number and begin the returns process. Products received without a valid RMA number may be refused and / or returned to sender.

Returns beyond this 30-day period are at the sole discretion of Hero Labs, and governed by the Limited Warranty set out in the Safety and Warranty Information.

10. Disputes.

If you are unhappy with the Products or Services for any reason, we encourage you to contact Hero Labs at [email protected] and tell us why. If a dispute arises between you and Hero Labs, our goal is always to learn about and address your concerns to the best of our abilities. You agree that you will undertake good faith efforts to resolve any dispute directly with Hero Labs in the first instance.

11. Warranties, Disclaimers and Indemnity

As far as permitted by applicable law and without affecting your statutory rights, the Store, and all content available on the Store, is provided on an “as-is” basis without warranties or conditions of any kind, either express or implied, including, without limitation, implied warranties of merchantability or fitness for a particular purpose. All products purchased through the Store are provided on an “as-is” basis unless otherwise noted in the Safety and Warranty Information with the Products. With respect to Hero Labs Products, you may choose whether to make a claim under these Terms & Conditions or the Limited Warranty or both, but you may not recover twice in respect of the same loss.

You install any Products at your own discretion and risk. You will be solely responsible for (and Hero Labs disclaims) any and all loss, liability or damages resulting from your use or installation of a Product, including damage or loss to HVAC systems, plumbing, homes, Products, other peripherals connected to the Product, computers, mobile devices and all other items and pets in the home.

Unless explicitly promising a “guarantee,” Hero Labs does not guarantee or promise any specific level of savings or other monetary benefit from the use of a Product or any feature of them. Actual savings and monetary benefits vary with factors beyond Hero Labs’ control or knowledge.

12. Limitation of Liability

Nothing in these Terms & Conditions shall attempt to exclude or limit liability that cannot be excluded under applicable law.

To the maximum extent permitted by applicable law, in no event will Hero Labs or its affiliates be liable for any indirect, consequential, exemplary or incidental damages, including for loss of earnings or data, arising from or relating to the Products. Hero Labs’ and its affiliates’ total liability will in no event exceed the fees paid by You to Hero Labs or an affiliate for the Product in the prior 12 months (if any).

13. Data Protection.

By placing an order for Products, you agree and understand that Hero Labs may store, share, process and use your personal data in the fulfilment of our legitimate business interests. Further information is included in our Privacy Policy.

14. Electronic Communications.

You are communicating with Hero Labs electronically when you use the Store, send email to, or use any Hero Labs Service. You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. When you order in the Store, we collect and store your email address. From that point forward, your email address is used to send you information about Hero Labs Products and services unless you opt-out of such emails using the Unsubscribe link in the emails.

15. Force Majeure.

We will not be liable or responsible for any failure to perform, or delay in the performance of, any of our obligations under a contract that is caused by an act or event beyond our reasonable control, including, without limitation, acts of God, strikes, lock-outs or other industrial action by third parties, riot, terrorist attack, war, fire, explosion, storm, flood, earthquake, epidemic or other natural disaster, failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

16. Severability and Survivability.

If any part of these Terms & Conditions becomes illegal, invalid, unenforceable, or prohibited in any respect, under any applicable law or regulation, such provision or part thereof will be deemed to not form part of the contract between us. The legality, validity or enforceability of the remainder of these Terms & Conditions will remain in full force and effect.

Failure or delay by us to enforce any of these Terms & Conditions will not constitute a waiver of our rights against you and does not affect our right to require future performance thereof.

17. Governing Law and Jurisdiction.

These Terms & Conditions are governed by the laws of the United Kingdom. A contract for the purchase of Products through the Store and any dispute or claim arising out of or in connection with it will be governed by the laws and courts of the United Kingdom.