Return Refund Policy
Customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we're here to help. This Return and Refund Policy outlines the conditions under which you can return products and request a refund or exchange.
1. Eligibility for Returns
You may request a return under the following conditions:
The item must be unused, in its original packaging, and in resellable condition
The return request must be made within 7–14 days of receiving your order
Proof of purchase (order ID or invoice) must be provided
The item must not be a part of non-returnable categories such as clearance items or custom orders
2. How to Initiate a Return
To initiate a return, please contact our support team at customer@hexashineled.com with:
Order number
Reason for return
Photos (if the product is damaged or defective)
Our team will respond with return instructions and shipping details.
3. Damaged or Defective Products
If you receive a defective, damaged, or incorrect item, please notify us within 48 hours of delivery. We will arrange for a replacement or issue a full refund after verification.
4. Refund Process
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
Refunds will be processed to your original payment method
Refunds are typically completed within 5–7 business days after approval
Shipping charges are non-refundable unless the return is due to our error
5. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, email us at customer@hexashineled.com with your request.
6. Non-Returnable Items
The following items are not eligible for return:
Custom-made or personalized LED products
Items on sale or clearance
Products returned after the return window has expired
7. Return Shipping Costs
Customers are responsible for paying return shipping costs unless the return is due to a damaged or incorrect item. We recommend using a trackable shipping method for safe delivery.
8. Cancellation Policy
Orders can be cancelled within 12 hours of purchase if they haven't been processed or shipped. Contact us immediately at customer@hexashineled.com with your order number.
9. Contact Us
If you have any questions about our Return and Refund Policy, feel free to reach out:
Email: customer@hexashineled.com
Phone: +1 (770) 995-7782