Return & Refund Policy

RETURNS

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please also note that we do not cover return postage unless there is a clear error on our behalf that has taken place. We still however ask you to contact us to see if there is another way to solve what the potential issue might be.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.
PLEASE ALWAYS EMAIL US ON SUPPORT@HEXLOX.COM BEFORE SENDING ANYTHING BACK & IF YOU LIVE OUTSIDE OF THE EU YOU MUST INCLUDE A CN22 FORM ON THE PACKAGE OTHERWISE IT WILL BE REJECTED AT CUSTOMS AND WE NEED TO PAY FEES TO ACCEPT IT.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at marcus@hexlox.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@hexlox.com and wait for answer. Then send your item to: 

Hexlox UG, Möllendorfstrasse 87, 10367 Berlin, Germany. 

PLEASE ALWAYS EMAIL US BEFORE SENDING ANYTHING BACK

Shipping

To return your product, you should mail your product to: Hexlox UG, Möllendorfstrasse 87, 10367 Berlin, Germany. PLEASE ALWAYS EMAIL US BEFORE SENDING ANYTHING BACK to support@hexlox.com

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it takes for your exchanged product to reach you, may vary.

If you are shipping an item back to us you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.