HEXAFRESH Shipping Policy

At HEXAFRESH, we are committed to delivering your order safely and efficiently. This Shipping Policy explains how orders are processed, shipped and delivered.

1. Order Processing

Orders are processed only after successful payment authorization. Orders are generally dispatched within 1–3 business days unless otherwise stated, such as for pre-orders. Processing times may be extended during holidays, promotional periods or exceptional demand. Orders are processed Monday to Friday, excluding public holidays.

2. Shipping Destinations

HEXAFRESH currently ships to selected countries. Shipping availability depends on the destination shown during checkout. We reserve the right to refuse shipment where delivery is unavailable or legally restricted.

3. Shipping Costs

Shipping costs are calculated during checkout according to the destination, product dimensions, weight and selected shipping method. All shipping charges are displayed before payment.

4. Estimated Delivery Times

Delivery estimates are provided for guidance only and are not guaranteed. Actual delivery times may vary due to customs, carrier delays, weather, governmental actions or other events beyond HEXAFRESH's reasonable control.

5. Order Tracking

When available, customers will receive a shipment confirmation email containing tracking information.

6. Customs, Duties & Taxes

For international shipments, customers are responsible for customs duties, import taxes, brokerage fees and any governmental charges unless otherwise stated.

7. Customer Responsibilities

Customers are responsible for providing complete and accurate shipping information. Address changes cannot be guaranteed once an order has entered processing or has been shipped. Additional shipping charges resulting from incorrect addresses, failed delivery attempts or returned shipments are the customer's responsibility.

8. Failed Delivery & Refused Shipments

If a shipment is refused, unclaimed or cannot be delivered because of incorrect information, any return shipping, storage, customs or carrier charges incurred may be deducted from any applicable refund where permitted by law.

9. Split Shipments

HEXAFRESH reserves the right to ship orders in multiple packages when necessary. Customers will not be charged additional shipping fees solely because an order is split by HEXAFRESH.

10. Lost or Damaged Shipments

If a shipment arrives damaged or appears lost, customers must notify HEXAFRESH directly upon product arrival and provide photos of the product, packaging and shipping label together with the order number. HEXAFRESH will investigate the claim with the carrier before determining the appropriate resolution.

11. Risk of Loss

Risk of loss or damage transfers to the customer upon delivery of the shipment to the delivery address, except where applicable consumer law provides otherwise.

12. Force Majeure

HEXAFRESH shall not be liable for shipping delays caused by events beyond its reasonable control, including natural disasters, severe weather, pandemics, war, civil unrest, strikes, customs inspections, governmental actions, transportation disruptions or carrier failures.

13. Returns After Delivery

If you wish to return a delivered order, please refer to the HEXAFRESH Returns, Refunds & Exchanges Policy. Return shipping costs are generally the customer's responsibility unless otherwise required by law or where the return results from an error by HEXAFRESH.

14. Contact

For any shipping questions, please contact HEXAFRESH Customer Support through the Contact Us page or our official WhatsApp support.