Refund policy
Thank you for shopping with HexBrew. We want every customer to understand our return and refund terms before completing a purchase. Please carefully review this policy before placing your order.
Sale & Promotional Items — Final Sale
All items purchased at a sale, promotional, discounted, clearance, or reduced price are considered FINAL SALE.
Final sale items are not eligible for returns, refunds, or exchanges due to a change of mind, including situations where a customer no longer wants the item after ordering.
By completing a purchase of a sale item, you acknowledge and agree that the purchase is final, except where otherwise required by applicable law or where the product arrives damaged, defective, or materially different from what was ordered.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or you receive an incorrect product, please contact our customer service team as soon as possible after receiving your order.
When contacting us, please provide:
- Your full name
- Order number
- Description of the issue
- Clear photographs of the product
- Photographs of the shipping packaging, when applicable
- Video showing the issue if the defect cannot be demonstrated clearly through photographs
We will review the information provided and determine the appropriate resolution. Depending on the circumstances, this may include a replacement, store credit, or refund.
Please do not discard a damaged product or its original packaging until your claim has been reviewed, as additional photographs or information may be requested.
Change of Mind
We do not provide refunds or exchanges on final-sale products because a customer changes their mind, decides they no longer need the product, finds a different product elsewhere, or no longer wants the item after it has been shipped.
Please carefully review all product descriptions, photographs, specifications, estimated shipping times, and other information available on the product page before placing your order.
Order Cancellations
We work to begin processing orders as quickly as possible.
If you would like to request a cancellation, please contact us immediately after placing your order. We will make a reasonable effort to accommodate your request; however, cancellations are not guaranteed once an order has entered processing or fulfillment.
Once an order has been processed, fulfilled, or shipped, we may no longer be able to cancel it.
Refund Processing
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
After a refund has been issued, your bank, credit card provider, or payment processor may require additional time to post the funds to your account. These processing times are determined by your financial institution and are outside of our control.