Returns & Refunds

At Hexael, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help.

Returns

You may return eligible items within 30 days of receiving your order.

To be eligible for a return, items must:

• Be unworn and unused
• Be in their original condition
• Have all original tags and packaging attached
• Be free from marks, stains, odours, or damage

We reserve the right to refuse returns that do not meet these conditions.

Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 14 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs showing the problem

Once reviewed, we will arrange a replacement, exchange, or refund where appropriate.

Exchanges

If you require a different size, please contact us as soon as possible.

Exchanges are subject to stock availability. If the requested size is unavailable, a refund may be offered instead.

Non-Returnable Items

The following items cannot be returned unless faulty:

• Gift cards
• Clearance or sale items (unless faulty)
• Items that have been worn, washed, or altered
• Special order products

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method within 5–10 working days.

Please note that processing times may vary depending on your payment provider.

Return Shipping

Unless an item is faulty or sent in error, customers are responsible for return postage costs.

We recommend using a tracked postal service, as we cannot be responsible for returns lost in transit.

How To Start A Return

To request a return, please contact us at:

Email: info@hexael.com

Please include your order number and reason for return.

Our team will provide further instructions and the appropriate return address.