Refund policy

Return & Refund Policy

We want you to be happy with your purchase. If you are not satisfied, you can return most items within 14 days of delivery. For every approved return, we email you a prepaid return shipping label, so you never have to arrange shipping yourself.

Return window

You have 14 calendar days from the date you receive your order to request a return.

Conditions

  • The item must be unused and in the same condition you received it
  • The item must be in its original packaging, with any tags attached
  • Proof of purchase (order number or confirmation email) is required

How to start a return

  1. Email us at contact@hexura.shop with your order number, the item(s) you want to return and the reason for the return.
  2. Within 48 hours we will email you a prepaid return shipping label as a PDF. The label already shows the address the item goes back to.
  3. Print the label at home or at any print shop, attach it securely to the outside of the parcel, and drop the parcel off with the carrier shown on the label.

If you are not able to print the label, email us and we will arrange another way to get one to you.

Please contact us before sending an item back, so we can send you the correct label. Items sent back without a label from us cannot be tracked or processed.

Who pays for return shipping

  • Change of mind (for example, you no longer want the item, ordered the wrong size or color, or found it cheaper elsewhere): the customer pays for return shipping. We still send you the prepaid label, and the cost of that label is deducted from your refund. We will tell you the label cost before you send the item.
  • Damaged, defective or wrong item: return shipping is free. We cover the full cost of the label.

There are no restocking fees.

Damaged, defective or wrong items

If your order arrives damaged, defective or is not what you ordered, email us at contact@hexura.shop within 14 days of delivery with your order number and a photo of the issue. We will send a free replacement or issue a full refund, including any shipping charges you paid.

Items that cannot be returned

  • Personalized or custom-made items
  • Opened personal care, hygiene or beauty products
  • Opened or perishable food and grocery items
  • Gift cards

Unopened items from these categories can still be returned within 14 days. Damaged, defective or wrong items can always be returned.

Exchanges

We do not process direct exchanges. To get a different item, return the original for a refund and place a new order.

Refunds

We will inspect your return within 2 business days of receiving it and email you the result. Approved refunds are issued to your original payment method within 10 business days. For change-of-mind returns, the refund is the item price minus the cost of the return label. Your bank or card provider may take a few extra days to show the refund.

Order cancellations

You can cancel an order for a full refund at any time before it ships by emailing contact@hexura.shop.

Contact us

Hexura
Email: contact@hexura.shop
Phone: +1 (945) 200-7126
Address: 5900 Balcones Drive #7048, Austin, TX 78731, United States
Hours: Monday–Friday 9:00 AM–5:00 PM, Saturday 9:00 AM–3:00 PM (Central Time). We reply to all messages within 48 hours.