1. Return Window
You may request a return within 14 days after receiving your order.
2. Eligibility for Returns
To be eligible for a return, the item must be unused, unopened, in its original packaging, and accompanied by proof of purchase.
Because Hexura sells food, beverages, and other organic or hygiene-related goods, not every product can be returned once opened, handled, or stored outside the recommended conditions.
3. Non-Returnable Items
For safety, hygiene, and quality reasons, the following items are generally non-returnable unless they arrive damaged, defective, expired, or incorrect:
- Opened food or beverage products
- Perishable goods
- Products with broken safety seals
- Personal care or hygiene items, including hand sanitizer
- Gift cards
- Products marked final sale or non-returnable
4. Damaged, Wrong, or Quality-Issue Orders
Please inspect your order at delivery and contact us as soon as possible if an item is damaged, leaking, expired, defective, missing, or if the wrong item was delivered.
To help us resolve the issue quickly, please include your order number, clear photos of the item and packaging, and a short description of the problem.
5. Natural Product Variation
Because many Hexura products are organic or naturally sourced, slight variations in color, texture, aroma, or taste may occur from batch to batch. These natural variations do not automatically qualify as defects.
6. Return Approval Process
Do not send items back before contacting us and receiving return instructions. Returns sent without prior approval may not be accepted.
If your return is approved, we will share the return steps and the correct return address.
7. Refunds
Once the returned item is received and inspected, we will notify you whether the refund has been approved.
Approved refunds are issued to the original payment method within 14 business days. Your payment provider may need additional time to post the refund.
8. Exchanges
We do not offer direct exchanges at this time. If you would like a different item, please place a new order after your original return is approved where applicable.
9. Late or Ineligible Returns
Items requested or returned after the 14-day window may be refused or may be subject to a restocking deduction where legally permitted and commercially reasonable.
Returns that do not meet the eligibility requirements may be declined.
10. Contact
For all return and refund questions, please contact:
📧 info@hexura.shop