Refund policy
At HexaGrail, we want you to be confident in your purchase. Because our products are specialized display products and certain items may be made to order, produced in limited quantities, customized, or prepared specifically for your order, eligibility for returns may vary depending on the product and your location.
Nothing in this Return & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws.
1. Standard Return Eligibility
Unless otherwise stated on the product page or required by applicable law, eligible non-custom products may be returned within 30 days of delivery.
To be eligible for a return, the item must:
- Be unused, uninstalled, and in the same condition in which it was received;
- Be free from damage, scratches, marks, alterations, or signs of use;
- Include all original parts, components, accessories, hardware, and packaging; and
- Include proof of purchase or the original order information.
Items returned without prior authorization may not be accepted.
To request a return, contact us through the contact information provided on our website and include your order number and reason for the return.
2. Made-to-Order, Custom, and Personalized Products
Certain HexaGrail products may be made to order, custom-produced, personalized, modified, or manufactured specifically for the customer.
Unless required by applicable law, custom, personalized, bespoke, or clearly made-to-order products are not eligible for return, exchange, or cancellation once production has begun.
This may include, where applicable:
- Custom colours;
- Personalized products;
- Custom configurations;
- Special dimensions or modifications;
- Products manufactured specifically for an individual order; and
- Other products clearly identified as custom, personalized, bespoke, or made to order before purchase.
If a custom or made-to-order product arrives damaged, defective, or materially different from what was ordered, please contact us as described below.
3. Non-Returnable Items
Unless required by applicable law, the following items are not eligible for return:
- Custom or personalized products;
- Made-to-order products once production has begun;
- Gift cards;
- Clearance or final-sale items clearly identified as such before purchase;
- Items damaged through misuse, improper handling, improper installation, unauthorized modification, or normal wear and tear;
- Items returned with missing parts or components; and
- Items that are no longer in resalable condition due to customer handling beyond what is reasonably necessary to inspect the product.
4. Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as possible after delivery.
If your item arrives damaged, defective, or incorrect, contact us promptly after discovering the issue. To help us assess and resolve the matter, we may request:
- Your order number;
- A description of the issue;
- Clear photographs or video of the product;
- Photographs of the shipping box and packaging; and
- Photographs of any visible shipping damage.
Depending on the circumstances and applicable law, we may provide an appropriate remedy, which may include replacement parts, repair, replacement, exchange, refund, or another suitable resolution.
Please retain all original packaging until your claim has been reviewed, especially when shipping damage is involved.
5. Return Authorization
Before returning any product, please contact HexaGrail to request return authorization and return instructions.
Do not send products back without first contacting us. Unauthorized returns may be refused or may experience processing delays.
If your return is approved, we will provide instructions regarding where and how to send the product.
6. Return Shipping Costs
Unless the item is damaged, defective, incorrect, or applicable law requires otherwise, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable unless required by applicable law or the return results from an error by HexaGrail.
We strongly recommend using a trackable shipping service and retaining proof of shipment. HexaGrail is not responsible for return shipments lost or damaged in transit before they are received by us, except where applicable law provides otherwise.
If a return is caused by an error by HexaGrail or an eligible damaged, defective, or incorrect product, we will provide an appropriate resolution regarding reasonable return shipping costs as required by applicable law.
7. Refunds
Once an approved return is received and inspected, we will notify you of the outcome.
If approved, the refund will generally be issued to the original payment method. Processing times may vary depending on your bank, card issuer, payment provider, and country.
Where permitted by applicable law, deductions may be made for:
- Missing parts or components;
- Damage not caused by HexaGrail;
- Excessive handling beyond what is reasonably necessary to inspect the product;
- Reduced value caused by customer use, alteration, or improper packaging; or
- Other circumstances permitted by applicable law.
We do not guarantee the exact date on which your bank or payment provider will post a refund.
8. Exchanges
We do not guarantee direct exchanges for all products or destinations.
If you wish to exchange an eligible item, contact us first. Depending on product availability and your location, we may arrange an exchange or ask you to return the eligible item and place a new order.
Custom, personalized, bespoke, and made-to-order products are not eligible for exchange unless required by applicable law or the product is damaged, defective, or materially different from what was ordered.
9. Order Cancellations
If you wish to cancel an order, contact us as soon as possible.
We cannot guarantee cancellation once an order has entered production, processing, packaging, or shipment.
For custom, personalized, bespoke, or made-to-order products, cancellation may not be available once production has begun, except where required by applicable law.
Any mandatory cancellation or withdrawal rights available under applicable consumer protection laws remain unaffected.
10. International Orders
HexaGrail sells to customers in multiple countries and regions. Return rights and consumer protections may vary depending on the customer’s location.
Customers are responsible for ensuring that return shipments comply with applicable customs and carrier requirements.
Unless otherwise stated at checkout or required by applicable law:
- Original shipping charges may be non-refundable;
- Customer-paid duties, import taxes, customs charges, brokerage fees, and similar charges may not be refundable by HexaGrail;
- Customers may be responsible for return shipping costs on eligible change-of-mind returns; and
- Customers should not send a return internationally without first receiving return instructions from HexaGrail.
Where applicable consumer protection law provides greater rights than this policy, those legal rights will apply.
11. European Union and European Economic Area Customers
If you are a consumer located in the European Union or European Economic Area, you may have a legal right to withdraw from certain distance purchases within 14 days without giving a reason, subject to applicable law and statutory exceptions.
Where the right of withdrawal applies, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
To exercise an applicable right of withdrawal, you must inform HexaGrail of your decision through a clear statement before the withdrawal period expires.
Unless HexaGrail agrees otherwise or applicable law requires otherwise, customers exercising a statutory right of withdrawal may be responsible for the direct cost of returning the goods.
You may be responsible for any diminished value of goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, to the extent permitted by applicable law.
The right of withdrawal may not apply to certain goods, including goods made to the consumer’s specifications or clearly personalized, where the applicable legal exception applies.
Nothing in this policy limits any mandatory rights available under applicable European consumer protection law.
12. United Kingdom Customers
If you are a consumer located in the United Kingdom, you may have statutory cancellation, return, refund, repair, or replacement rights under applicable consumer protection laws.
Certain distance purchases may be subject to a statutory cancellation period, while exceptions may apply to personalized, bespoke, or other excluded goods.
Nothing in this policy limits or excludes mandatory rights available to United Kingdom consumers.
13. Other Consumer Rights
Customers in Canada, the United States, Australia, New Zealand, and other countries or regions may have additional rights under applicable federal, national, provincial, state, territorial, or local consumer protection laws.
Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, warranty, remedy, or other right that cannot legally be excluded, restricted, or modified.
14. Refused, Unclaimed, or Undeliverable Shipments
If an order is refused, unclaimed, returned due to an incorrect or incomplete address provided by the customer, or otherwise returned as undeliverable, please contact us.
Where permitted by applicable law, any refund may be reduced by actual non-refundable shipping, return shipping, customs, carrier, brokerage, or related costs incurred as a result of the failed delivery.
Orders returned due to an error by HexaGrail will be handled separately and appropriately.
15. Chargebacks and Payment Disputes
If you experience a problem with your order, please contact HexaGrail first so we have an opportunity to investigate and resolve the issue.
Nothing in this section limits any lawful right you may have to dispute a transaction through your payment provider or under applicable law.
16. Contact Us
For return, refund, cancellation, damaged-order, or exchange questions, please contact HexaGrail through the contact information provided on our website.
When contacting us about an existing order, please include your order number and a clear description of your request.
HexaGrail reserves the right to update this Return & Refund Policy from time to time. The version applicable to your purchase will be subject to applicable law and the terms in effect at the relevant time.