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Returns

Our return policy lasts 100 days. Furthermore, if 100 calendar days have gone by since the date of delivery, unfortunately we can’t offer you a refund or exchange.

Please include the following when submitting a return request: 

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number


Refunds (if applicable)
To be eligible for a refund or exchange, you must first email us within 100 calendar days of receiving the products at support@hexatiletouch.com. Please note, the item needs to be in the same condition you received it in and in its original packaging.

Warranty
We offer a free 24-month warranty that covers factory defects. If your item is defective, please notify us via email with proof and we'll ship out a replacement the next day. If a replacement is not available, we will refund the full purchase price of your item.

Cancellations / Return to Vendor Items

Cancellations must be made before we ship the order (within 24 hours). If the order has not been shipped, a refund will be issued by the same method of payment the order was originally charged. If a cancellation is placed after the order has been shipped, it is the customer‘s responsibility to send it back to us. Once we received the package, a refund will be issued. Shipping and handling charges are non-refundable. All refunds are processed within 5 business days. We reserve the right to cancel any order at any time.

    Lost or Stolen Packages
    hexaTile Touch is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, hexaTile Touch will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

    Exchanges (if applicable)
    We only exchange items that are unopened. Furthermore, if you need to exchange an item, email us at support@hexatiletouch.com with your exchange request.

    Shipping Cost for Returns and Exchanges 
    Shipping costs are non-refundable, thus you will be required to pay for all shipping fees associated with your return. 

     

    Depending on where you live, the time it may take for your exchange or return to be processed may vary.

    To add, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    RTS Policy

    Return To Sender (RTS) items due to the following reasons will be re-shipped:

    • Address not existing
    • Unclaimed
    • Person unknown at the address
    • Address vacant
    • Any other reason for which the customer is solely liable.
    • Damaged shipping label

    International Shipping Reminders:

    1) We cannot be responsible for any tariffs, custom restrictions or other regulations that apply in the buyer’s country. We encourage you to speak with your customs office if you have any questions.

    2) If for any reason the package is seized by customs officials, we will not issue a refund unless all products are returned to us in good condition. If the package is returned to us by customs officials, the customer is still responsible for any shipping charges. Only the amount paid for the products will be refunded.

    3.) The customer is responsible for any duties or taxes that may apply. It is also the customer’s responsibility to negotiate for the release of their package in the event that it is held up by customs. We can provide necessary paper works/certification, if available, to help with the negotiation.

    4) It is customers’ responsibility to track their orders through your countries respective postal service customs or website provided, if availableYou can email us if you are having problems tracking your orders or if there are any delays.

    Office Hours

    Our corporate and shipping offices are open from 9am to 11:30pm Monday through Friday and are closed Saturday and Sundays. Our shipping office is closed on all government observed holidays.

    Have a question? Send us an email at info@hexatiletouch.com