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We want you to enjoy Hexcal products as much as we do. We sincerely believe that you will be excited once you receive it. If it doesn't work out for you, don't worry. Our support team offers exceptional customer service.
If you have questions about operating or using our products, you can send an email to support@hexcal.com to ask any questions or submit a complaint.
If you want to return a product, we offer free return within 30 days to the 48 contiguous United States for products purchased on hexcal.com. (Exlusions: 1. Hawaii and Alaska are not included due to high shipping fees and other shipping regulations. 2. For purchases made with any other distributor, please contact the relevant distributor.)
Firstly, you will need to request a return to support@hexcal.com to get an official notice with an authorized number. A return CANNOT be processed or accepted without this process.
You are required to provide photographic evidence showing the product is still in like-new condition and has been properly packaged into its original packaging. So, please keep the original shipping packaging (original boxes and all the other packaging materials) that came with the product in case you need to return it.
Please note that:
- You are responsible for all shipping fees and costs. Any shipping costs paid by you during return process will not be refunded.
- Prior to returning, all products must be disassembled so they can fit into their original packaging. Customers are fully responsible for assembling and disassembling the product.
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There may be a damage fee (up to 50% of the order value) if a product or its original packaging is damaged or missing when we inspect it upon return.
- After obtaining the returned label(s), please ship back the package(s) immediately. Hexcal reserves the right to deny a refund if your returned package shipment is placed after 30 days.
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The refund will be processed after we receive the product and verify its condition. It might take up to 14 business days for the refund amount to be returned to your account. The refund will be processed via the same means of payment used for the initial transaction and credited to your account within a few days, depending on your bank's standard of operation.
- Hexcal reserves the right to deny returns for orders suspected of fraud or dishonesty.
If a product purchased from Hexcal is damaged or defective when you receive it, you are eligible for a return without the above pre-conditions. Please provide photographic evidence of the damage once you receive the product and submit a request of refund to support@hexcal.com.
Under the evaluation of our agents, we will give the best solution for your order. If returning back to our warehouse is the best solution, we will provide you an official notice with an authorized number. In some cases, defective products are not required to be sent back, so please help us recycle them and their packages when we ask you to do so.
Please follow our return instructions. You are responsible for ensuring that the goods are returned to the correct location in good condition, including its original packaging. We are not responsible for any items sent to the wrong address.
All refund amounts and return decisions by Hexcal are final.