Returns and Exchanges

1. Right of Return

Customers have the right to request a return within 14 calendar days of receiving their order, in accordance with applicable consumer protection laws. To exercise this right, customers must notify HEXAFRESH Customer Support within the 14-day period. After approval and return instructions are provided, the product must be shipped back within 14 days.

2. Return Authorization

All returns require prior authorization from HEXAFRESH. Returns sent without authorization may be refused or returned to the sender at the customer's expense.

3. Return Eligibility

Returned products must be in a great condition, complete with all original accessories, packaging, manuals and proof of purchase. Products showing excessive wear, misuse, scratches, stains, odors, missing parts or damage beyond normal inspection may be refused or subject to a reduced refund where permitted by law.

4. Return Shipping Costs

Customers are responsible for all return-related costs, including shipping, insurance, customs duties, brokerage fees, taxes, import/export charges and any other transportation costs. Customers remain responsible for the product until it is received by HEXAFRESH. We strongly recommend using a tracked and insured shipping service.

5. Refunds

Refunds are issued only after inspection and approval. Original shipping charges, expedited shipping fees, customs duties and optional delivery services are non-refundable. Approved refunds are issued to the original payment method within approximately 14 business days after approval, subject to the payment provider's processing time.

6. Refused Deliveries

If a customer refuses delivery or fails to receive the shipment, any return shipping, storage, customs or carrier fees incurred will be deducted from the refund where legally permitted.

7. Damaged, Defective or Incorrect Products

If a product arrives damaged, defective or incorrect, customers must contact HEXAFRESH immediately and provide the order number, Photos of the product, packaging and shipping label. HEXAFRESH will determine the appropriate remedy, which may include repair, replacement or refund.

8. Exchanges

Exchange requests must be submitted within the applicable return period and are subject to stock availability. Customers are responsible for any applicable shipping charges and any price difference between products unless the exchange results from an error by HEXAFRESH.

9. Non-Returnable Items

Returns may be refused if the return period has expired, the product has been modified, opened, disassembled, repaired by an unauthorized person, damaged through misuse, purchased second-hand, refurbished, or purchased from an unauthorized seller.

10. Warranty Service

Customers are responsible for shipping the product to the designated HEXAFRESH service center. If the defect is confirmed to be covered under warranty, HEXAFRESH will repair or replace the product and cover the return shipping to the customer. If the issue is not covered, the customer is responsible for inspection (if applicable), repair costs and return shipping. A quotation will be provided before any paid repair is performed.

11. Limitation

HEXAFRESH reserves the right to refuse any return that does not comply with this policy or applicable law.

12. Contact

For return authorization or warranty assistance, please contact HEXAFRESH Customer Support through the Contact Us page or the official WhatsApp support number before returning any product.