Returns & Refunds Policy
Returns & Refunds Policy
1. Returns Eligibility
Timeframe: You may return most items within 30 days of receiving your order.
Condition: Items must be unused, undamaged, and in their original packaging with all tags and labels attached. Items showing signs of wear, use, or without original packaging may be denied a refund or subject to a restocking fee.
Proof of Purchase: A valid order number or receipt is required for all returns/exchanges.
Non-Returnable Items:
Customized or personalized products.
Products marked as "Final Sale" or "Non-Returnable" on the product page or invoice.
Sealed goods where the seal is broken (e.g., software, intimate apparel for hygiene reasons).
Gift cards.
2. Return Process
Step 1: Request Authorization: Contact our Customer Service team at [cathyhat929@gmail.com] within the 30-day window. Include your Order Number and details about the item(s) you wish to return.
Step 2: Receive Instructions: We will review your request and, if eligible, provide you with a Return Authorization Number (RMA) and detailed instructions on where and how to ship the item(s) back. Returns sent without an RMA will not be accepted.
Step 3: Ship Your Return: Securely package the item(s) in the original packaging or similar sturdy packaging. Include a copy of your invoice/order confirmation. Ship the package to the address provided. We strongly recommend using a trackable shipping service and purchasing shipping insurance, as you are responsible for the item until it reaches our warehouse. Original shipping costs are non-refundable.
3. Refunds
Processing Time: Once your return is received and inspected (usually within 5-10 business days), we will notify you of the approval or rejection of your refund.
Approved Refunds: If approved, your refund will be processed automatically to your original payment method. Please allow additional time (typically 5-10 business days) for the refund to appear in your account, depending on your bank or payment provider.
Refund Amount: You will receive a refund for the purchase price of the returned item(s). Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped, defective item).
Exchanges: We currently offer refunds rather than direct exchanges. To exchange an item, please return the original item following the process above and place a new order for the desired item.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately at [Your Customer Service Email/Contact Page Link] within 7 days of delivery. Provide your order number, photos/videos clearly showing the issue, and a description. We will cover the return shipping costs and arrange for a replacement or full refund (including original shipping) as quickly as possible.
5. Return Shipping Costs & Risks
Customer Responsibility: You are responsible for the cost of returning the item(s) unless the return is due to our error (damaged/defective/wrong item). We are not responsible for items lost or damaged in transit back to us.
Recommendation: Always use a trackable and insured shipping service for your return. Keep your shipping receipt until the refund is processed.
6. International Returns (Europe, North America, Oceania)
Customs & Duties: Please mark the package clearly as "RETURNED GOODS" with the RMA number prominently displayed. Include a commercial invoice stating the returned items have NO COMMERCIAL VALUE (0.00 USD/EUR/AUD/etc.) to avoid customs duties on our end. We cannot refund any customs duties or import taxes originally paid by the customer. Duties and taxes on the original order are generally non-refundable.
Return Address: Returns must be shipped to the specific warehouse address provided with your RMA authorization, which may differ based on your region.
7. Restocking Fees
Currently, we do not charge restocking fees for eligible returns meeting the conditions outlined in Section 1. Returns not meeting these conditions may be subject to a fee (up to 15% of the item price) or refused.
8. Late or Missing Refunds
If you haven’t received your refund after we've notified you of approval:
Check your bank account again.
Contact your credit card company or payment provider (PayPal, etc.); it may take some time before the refund is officially posted.
If you still have not received your refund, please contact us at [Your Customer Service Email Address].
9. Contact Us
For any questions regarding our Returns & Refunds Policy, please contact our Customer Service team:
Email: cathyhat929@gmail.com
Contact Form: https://www.hexinhats.com/contact.html
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