Refund Policy
General
The Hexgears online store provides a 30-day money-back guarantee. If applicable, the refund will cover the purchase price and the original shipping and handling charges.
Product returns are strictly governed by the product's warranty terms. We do not accept random returns unless there is an unresolved quality issue. If you return products without authorization, no refund will be issued. To be eligible for a return, your item must be unused, in the same condition as when you received it, and in its original packaging.
Partial refunds may be granted in certain situations (if applicable):
- Any product with obvious signs of use.
- Any item(s) not in its original condition, is damaged or has missing parts not attributable to our mistake.
- Any item(s) returned later than 30 days after delivery.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
What If I don't like the product and return it?
According to our warranty policy, if a return is not prompted by a product quality issue, the customer must initiate the return within 7 days of receiving the product and bears responsibility for the return shipping costs, which include customs clearance fees, taxes, etc. Please verify the return shipping cost with your chosen courier or postal service and provide us with the logistics service provider and tracking number once the returned product has been dispatched. Upon receipt of the item, we will issue a refund for the product cost only.
Received Wrong Product
In the event that a product from the Hexgears online store arrives damaged or is incorrect, please document the entire package and its contents with photographs, including the paper documentation displaying the tracking number. Subsequently, kindly contact Hexgears Customer Service at support@hexgears.com providing proof of purchase and in what state the item(s) arrived.
How do I cancel my order?
After each order is processed, it is immediately sent to our fulfillment warehouse for shipment. Once shipped, orders cannot be canceled. If you still do not want the product, you will need to return the package at your own expense when upon its delivery to your stated shipping address.
When will the refund appear on my credit card?
Your refund credit will appear on your account within 3 weeks of us receiving your returned product.
Refunds
Once your return package is delivered, its contents will be inspected. After inspection, we will notify you whether the refund is approved. If approved, a refund for the purchased item(s) will be initiated within 10 business days using your original payment method. Please note:
- If you paid by credit card, the refund will be sent to the card-issuing bank after we receive the returned item or your cancellation request. For questions about when the credit will be posted to your account, please contact the card-issuing bank.
- For purchases made via other payment methods, such as PayPal or Amazon Pay, a credit will be issued to your account. The availability of the returned funds depends on the policies of the payment provider.
If you have not received your refund within 15 business days after we have approved your refund, please contact us at support@hexgears.com.