Refund & Return Policy
Return & Refund Policy
At hexagra, our goal is to offer you top-notch products and exceptional customer support. Your satisfaction is our priority, and that's why we have a 30-day guarantee in place. If you're not happy with your purchase for any reason, please get in touch with us at our contact page.
Cancellation Policy
Keep in mind that any modifications or cancellations to an order must occur within 24 hours of placing it. After this period, we might not be able to fulfill your request since the order may have already entered processing. Should you cancel within 24 hours, your refund will be processed within 10 business days.
Returns and Refunds
We provide a 30-day return window for unused items returned in their original packaging. However, we don't issue refunds for used, worn, or damaged items due to normal use or misuse. If you return a non-approved item without a valid reason or outside the 30-day timeframe, we reserve the right to charge a restocking fee of up to 25% of the purchase price.
To start a return, email us within 30 days of delivery, providing your order number and return reason. Our team must approve all returns before you ship the product back. Items must be returned in their original packaging and unused state. Include your order number and shipping name in your return package to facilitate prompt processing. Customers bear return shipping costs, except for damaged items upon receipt. Shipping costs are not reimbursed.
Upon receiving your return, we may take up to 10 business days to inspect the item/s. Once we confirm the items are in good condition, please allow up to 40 business days from the confirmation date for the refund process. If you haven't received your refund after we've confirmed processing and successful refund, please contact your financial institution.
We don't issue refunds for used, worn, or damaged items due to normal use or misuse.
All refunds are processed in U.S. Dollar ($USD) as per the original purchase. Note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.
Product Concerns
We take product safety seriously and encourage customers to use our products safely and responsibly. Adhere to all proper usage instructions and safety precautions provided with your product and all available resources on our website. Failure to do so may result in damage or injury, for which we cannot be held responsible, and any resulting refunds or replacements will be at our discretion. If you experience discomfort while using our products, discontinue use immediately and contact us using our contact page. We will help you address any concerns or questions.
Products Containing Raw Crystals
Please note that items made with raw or natural stones may differ slightly in color, shape, and texture from the photos shown on our website. Each crystal is unique, and these natural variations are part of their beauty and individuality.
Products containing raw crystals are not eligible for refunds or exchanges based solely on these natural differences in form, color, or texture. By purchasing such items, you acknowledge and accept these unique characteristics as part of the product’s authenticity.
Damaged Items
We carefully package our products to prevent damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging from shipping, such as dented boxes, etc., with a product in good condition is not considered damage.
If your item arrives damaged, inform us within 48 hours of delivery. To report a damaged item, email us and attach a clear photo of the damage. We will determine your eligibility for a replacement at no cost to you. We neither refund nor accept returns for items damaged through normal use, wear and tear, or misuse.
Shipping and Delivery
While we aim to deliver your order promptly, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the courier, customs, or other factors and issues that may arise during shipping. If you encounter any delivery issues, contact the courier directly for assistance. We are not responsible for lost, stolen, or delayed packages.
Additional Fees for Refused or Failed Deliveries
To ensure fairness and sustainability, please note:
Packages refused at delivery or returned due to customer inaction (such as not responding to carrier attempts after being notified by us) are subject to a $20 restocking fee.
If delivery fails due to an incomplete, insufficient, or wrong address, a $20 restocking & reshipping fee will be charged before we can re-send your order.
We strive to keep you informed about any delivery issues, giving you the chance to resolve them before fees apply.
If you choose not to pay the reshipping fee and request a refund instead, a 25% restocking fee (calculated from the total order amount) plus any shipping fees paid will be deducted before processing your refund. Shipping fees are non-refundable.