Refund policy

HEXAEL RETURN AND REFUND POLICY

At HEXAEL, we want you to be completely satisfied with your purchase. This policy does not affect your statutory rights under UK consumer law.

30-DAY RETURNS

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be unworn, unused and in its original condition, with all original tags and packaging attached. It must be free from marks, stains, odours, washing, alterations or customer-caused damage.

Customers may inspect and try on an item as they would in a physical shop. We reserve the right to reduce or refuse a refund where an item has been used, damaged or handled beyond what is reasonably necessary to inspect it.

UK RIGHT TO CANCEL

For orders placed online, UK customers have the legal right to notify us that they wish to cancel their order within 14 days of receiving it, without providing a reason. After notifying us, customers have a further 14 days to return the item.

To exercise this right, contact us at info@hexael.com and include your order number.

FAULTY, DAMAGED OR INCORRECT ITEMS

If you receive an item that is faulty, damaged, incorrect or not as described, please contact us as soon as possible at info@hexael.com.

Please provide:

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

Once reviewed, we will arrange a replacement, exchange or refund as appropriate. Where the item is confirmed as faulty, damaged or incorrectly supplied, HEXAEL will cover reasonable return postage costs. Your statutory rights regarding faulty goods are not limited by this policy.

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, we may offer an alternative product or issue a refund.

SALE ITEMS

Sale and discounted items have the same statutory return and refund rights as full-price items. Unless clearly stated otherwise and permitted by law, eligible sale items may be returned under this policy.

NON-RETURNABLE ITEMS

The following items cannot normally be returned unless they are faulty, damaged, incorrect or not as described:

• Gift cards
• Personalised or custom-made products
• Items that have been worn, washed, altered or damaged by the customer
• Sealed items that are not suitable for return for health or hygiene reasons once the seal has been broken

REFUNDS

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. We will process refunds within 14 days of receiving the returned item. Your bank or payment provider may require additional time to display the refund.

Where required by UK law, we will also refund the cost of standard delivery. Any additional cost paid for an enhanced or express delivery service may not be refundable beyond the standard delivery amount.

RETURN SHIPPING

Unless an item is faulty, damaged, incorrect or not as described, the customer is responsible for return postage costs.

We strongly recommend using a tracked postal service and retaining proof of postage, as we cannot be responsible for returned items lost in transit.

HOW TO START A RETURN

To request a return, contact:

Email: info@hexael.com

Please include your order number, the item you wish to return and the reason for the return. We will provide return instructions and the appropriate return address.

Please do not send a return without contacting us first.