Order & Tracking

At HEX HAIRCARE we strive for your satisfaction with our products. Please review our return policy below:

100%  Guarantee

You don’t like our products for any reason? You will be refunded in full!* We can also exchange your order for something of the same value that could be a better fit. You don’t even need to send the product back to us! We only ask that you give us reasons and, if possible, pictures or videos, to let us know what was the problem. We want to keep improving our products and your feedback helps us on this mission! 

*Terms and conditions 

1. The refund request must be initiated within 30 days of receiving the product. Any requests made beyond this period will not be eligible for a refund under this policy. 

2. This policy applies to all products.

3. This offer does not apply to bundles or multi-packs. 

4. We want you to be able to try our products without worrying whether the product is right for you! This is why this is a one-time offer for customers trying our products for the first time. It cannot be applied to any customers ordering the same product again.

5. Refunds will be issued to the original form of payment used for the purchase. It can take up to 5 to 7 days from the date of accepting your refund request by our Customer Service Team to process the refund. 

6. Original shipping charges are non-refundable. This is due to third-party distribution partnerships.

7. If your order qualifies for free shipping, the cost of shipping will be deducted from your refund. This is due to our third-party distribution policy, and your order’s shipping has been already settled with our partner on the order’s creation. We are unable to recover that fee from our partners, and you have received the product through their service, after all. 

8. Free gifts and promotional items are not eligible for this policy. 

9. Any misuse or abuse of this policy will result in forfeiture of the refund eligibility.

What if I am a repeat customer and I have an issue with my order? 

1. If you are a returning customer and you have an issue with your order, we can send you a replacement or offer you a refund in following cases: 

a. You report your issue to us within the 30 day grace period;

b. The product was clearly damaged on arrival. You have to provide photos as evidence. 

c. The product does not work as expected and might be faulty. Photos or videos are also required for your request to be processed.

2. We might ask you for the LOT number of the damaged or faulty product so we can investigate the issue.

3. If your order is for a bundle or a multi-pack, we can only offer to resend or refund the specifically damaged item, rather than the full bundle or multi-pack

4. We cannot offer replacements or refunds for items purchased more than 30 days before the initial request.

5. We do not accept returns of liquid products at this moment.

Our Customer Service Team will be happy to assist in finding a suitable solution. We want you to keep enjoying our products and for our fantastic cosmetics to find their way to your make-up bag!

Contact Information:

If you have any questions or concerns regarding our return, cancellation, and refund policy, please feel free to contact our Customer Service Team. We are here to assist you.

Disclaimer:

Hex Haircare reserves the right to amend this policy at any time without prior notice. Any changes to the policy will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for updates. By making a purchase at Hex Haircare, you agree with the terms of the above policy.

You will find a Track & Trace number in the email with the shipping confirmation. With the Track &T race link in the e-mail you can follow the status of your order.

Please note the courier may not post tracking information online for up to 24 hours after the order is dispatched.

In the unlikely event that your package does not arrive within the regular delivery time, please contact us IMMEDIATELY. We can only start an investigation with the courier within 7 DAYS of the original delivery date.

The sooner we start the claims and investigation process the sooner we can re-send or refund your items.

Processing: Your order is currently being processed into our warehouse system.

Dispatched: Our courier has collected your order from our warehouse and is in the process of delivering it to you.

If the tracking information for your package confirms delivery and you cannot locate the delivered package please ensure before contacting us that you:

1. Check with neighbours and family members
2.  Look around the delivery location
3. Check for a notice from the courier of attempted delivery