Buyer Protection
Shop with confidence. Every purchase on My Hero is protected by our escrow system and fraud prevention program.
Fee: £0.50 + 5% per transaction
What Your Protection Fee Covers
Secure escrow, fraud prevention, and dispute resolution
Escrow Protection
Your payment is held securely until you confirm delivery. Funds are only released to the seller after you're satisfied or 48 hours after delivery.
Fraud Prevention
All payments are processed securely through Stripe. Protection against scams, counterfeit items, and sellers who don't ship.
Dispute Resolution
If there's an issue with your order, our team mediates between buyer and seller to reach a fair resolution.
Support & Mediation
Our customer support team is available to help resolve any issues with your purchase and guide you through the claims process.
How It Works
Your payment is protected every step of the way
Make Your Purchase
Browse items, contact sellers, and complete your purchase. Your payment is held in secure escrow.
Receive Your Item
Wait for your item to arrive. Check that it matches the description and is in the condition stated.
Report Issues (48 Hours)
If there's a problem, contact us within 48 hours of delivery. We'll work with you to resolve the issue.
Get Resolution
We'll mediate between you and the seller. If needed, we'll arrange a full refund from the escrow.
What's Covered
Item Not Received
Full refund if your item doesn't arrive within the expected timeframe and seller cannot provide proof of shipping.
Item Not as Described
Full refund or replacement if the item significantly differs from the listing description or photos.
Counterfeit Items
Full refund and removal of seller if item is proven to be counterfeit or fraudulent.
Seller Scams
Protection against sellers who take payment but never ship, or disappear after receiving funds.
Shipping Damage - Seller Responsibility
Items damaged during shipping are covered by carrier insurance, not buyer protection. Sellers must declare the item value and purchase appropriate shipping insurance from their carrier (Royal Mail, Parcel2Go, etc.). Our buyer protection team will assist with the claims process and mediation between buyer, seller, and carrier.
What's NOT Covered
Buyer's remorse, minor differences in color/appearance (photos may vary), issues caused by buyer misuse after delivery, or claims made after the 48-hour dispute window.
Important: Sellers Must Insure High-Value Items
For items valued over £100, sellers must declare the full value when purchasing shipping labels and obtain adequate carrier insurance. This protects both buyer and seller in case of loss or damage during transit.
The buyer protection fee covers platform fraud prevention and escrow - physical shipping insurance is the seller's responsibility.
