Return and Refund Policy

Scope and Intent

This Return and Refund Policy applies to all purchases made through the Hexibella website.

Contact Information

For questions about returns and refunds, please contact our customer service via:

– Email: support@hexibella.com

– Phone: +1 (213)-477-3615

– Address: 10250 Santa Monica Blvd, Los Angeles, CA 90067, United States

Return Window

Customers have the right to cancel their purchase and return the product within 30 days of receipt without providing any reason.

Return Instructions

1. Return Notification: To initiate a return, contact our customer service at support@hexibella.com with your order number and a detailed reason for the return.

2. Return Authorization: After reviewing your return request, we will provide you with detailed instructions. The returning customer will be instructed to download and print a return shipping label which can then be used to return the product by mail. 

3. Return Address: 10250 Santa Monica Blvd, Los Angeles, CA 90067, United States

Packaging and Shipping

1. Safely pack the item in the original packaging with all labels and tags still attached.

2. Include the return authorization form and any necessary supporting documents or images.

3. Download and print the return label from the link provided in our email.

Return Costs

• For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
• For Customer Remorse (Change of Mind for Non-Defective Products): This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item. In this case, returns are also accepted. The customer can return the item free of charge with no return cost to the customer.

Specific Return and Refund Conditions

– Returns Due to Change of Mind (Non-Defective Products): If you change your mind after purchase, you can return the product within 30 days, provided it is unused or slightly used, undamaged, and in the original packaging.

– Defective Goods: If you receive a defective product, contact our customer service immediately for instructions. Hexibella will cover the return shipping costs and provide a replacement product or a refund.

– Damaged Goods: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.

– Incorrect Product Received: If you receive an incorrect product, contact us, and we will cover the return costs and ensure you receive the correct product.

– Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.

– Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, please follow the return procedure after receiving the product.

– Exchanges: We do accept exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Policy for Damaged or Defective Goods

Upon receiving damaged or defective goods, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.

Policy for Non-Damaged Goods

If you change your mind, you can return the undamaged and unused or slightly used product within 30 days. Ensure it is in the original packaging.

Timelines

– Return Window: Returns must be reported and shipped within 30 days of receiving the product.

– Return Processing: After receiving and inspecting the returned item, we will process the refund within 8 days to the original payment method. You will receive a confirmation email.

– Refund Conditions: A refund is approved if the product is undamaged, unused or slightly used, and in the original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.

– Refund Period: After the return is approved, it takes up to 8 days to process the refund to the original payment method.

– Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Shipping Method

– Shipping Method: DHL, Canada Post, USPS, Fedex.

Legal Rights

This policy does not affect any applicable legal rights.

Questions?

Business Name: Hexibella

Phone Number: +1 (213)-477-3615

Email: support@hexibella.com

Address: 10250 Santa Monica Blvd, Los Angeles, CA 90067, United States

Hours of Operation: 9am EST – 5pm EST (Monday-Friday)