Please note that this policy is valid for orders placed within Sri Lanka & India only. For orders placed outside the country, please check on to our International Orders page.
What is Hexstyle’s return policy? How does it work?
The return and exchange policy allows you a timeframe to return or exchange items bought on Hexstyle within a span of 2 days from the date of the receipt of the item. For a successful credit of the refund or store credit, we expect you to preserve the product in its original condition with tags intact. You can opt for any of the steps below for easy returns:
- Self-Ship : If your location does not fall within our service range, you can easily ship the product to us
- Once we receive the product, it goes through a quality check and after its successful completion; we credit the amount or store credit to you through your preferred refund mode. In case the product doesn’t pass the quality check, it will be shipped back to you. Also, the processing of exchanges is subject to the availability of the stock and your address being serviceable for an exchange. Please note that an exchange can be processed only with a different size of the same product. If you wish to return or exchange your item for an alternate product, we suggest you get store credits through the return of the item and utilize them for your next purchase.
This policy has certain RULES and EXCEPTIONS, which are listed below:
- All the items purchased must be unused with their tags and packaging in the original condition.
- Sale or Discount items are cant exchangeable.
- Branded & some unique and customize items cant exchangeable.
- We reserve all rights to decline the exchange request if product is not under exchange policy.
- A return request is acceptable only if the product is bought from Hexstyle’s desktop/mobile site. Products purchased from our online and offline distributors will be declined for return by us. Kindly use the same channel for exchange, refund and returns.
- Any shipping or COD charges incurred by you will not be refunded.
- The exchange policy allows swapping of sizes only. The exchange requests are processed only if your address falls under a serviceable area for our Logistics team.
- If you opt for the self-shipping method, kindly pack the product securely to avoid loss or damage in transit. We recommend you use a reliable courier service and mail us the tracking ID once you have dispatched the return to us.
- Please note that it may take up to 24 hours to update your order status in your Hexstyle account.
- Please remember to check all the item details carefully. Our courier partners will accept only the items mentioned at the time of raising the Return request. In case there is a mismatch in details of the items mentioned during raising the Return Request and the items being returned, we will conduct an internal investigation and get back to you. We will not process a return/refund if you fail to abide by the standard procedures defined by us. For example, shipping of any product without informing us is not our liability. Return and Exchange requests related to one order number must be done in one go to avoid complications.
- We will not process a return/refund if you fail to abide by the standard procedures defined by us. For example, shipping of any product without informing us is not our liability.
- Return and Exchange requests related to one order number must be done in one go to avoid complications.
How do I return products purchased from Hexstyle?
You can return any product within a time limit of 3 days by following the steps below:
- Place a Return request under ‘My Orders’ section of App/Website/M-site. Follow the simple steps after pressing the ‘Return’ button. You will be given a Return ID at the end of the process, which you can save for future reference. You can self-ship the order to us, or keep the product ready for reverse pickup, depending on the mode of your selection.
- Reverse pickup is offered in selected locations depending upon courier serviceability.
- You can opt for self-ship option if reverse pickup is not available at your location.
If you opt for Pick-up: Please remember to keep the package ready with all the brand tags intact and the product in the original condition. This helps us save time and serve you better. Once we receive the product, it will go through a quality check, necessary for issuing your refund amount in your preferred source.
If you opt for Self-ship: If your area pin code is not eligible for reverse pickup, then you have to self-ship the product to us. Please make sure that the product is unused, unwashed with all the tags intact. We recommend you pack the product securely to avoid damage or loss during transit. Also, do remember to mention the Order No and Return ID on the packet.
A confirmation email will be sent to you as soon as we receive the shipment at our warehouse.
How do I place an exchange request on Hexstyle?
You can follow a few simple steps for raising an exchange request on Hexstyle. Please follow the steps below:
- An exchange request can be created for any product purchased from Hexstyle within 15 days of its delivery. All you have to do is go to ‘My Orders’ section of Website/M-site and generate an Exchange request by tapping on the exchange button. You can note down the exchange ID for future reference.
- Put the item/items to be exchanged in a packet and seal it. All we expect from you is to return the product unused, unwashed and with all the tags intact.
- Hand over the package to our delivery staff once he/she arrives for the return pick-up
- Once we receive the product at our warehouse and it passes the necessary quality checks, we will ship the requested exchange to you. Please not that if the requested size is not available at our warehouse we will contact you to choose from opting for store credit or refund, depending upon your preference
- If the product doesn’t fit you after the first exchange, please note that we will not provide any further exchange. In such cases, you may self-ship the product back to us, and we will process refund for the same. The refund will be excluding COD charges and shipping charge.
- It may take 5 - 12 business days for the exchange to process from the date of placing the exchange request
How long will it take for me to receive the refund or store credit of my returned product?
- It may take 5 - 12 business days for the whole return request to process.
- The product is picked within 2 - 4 days from the date of placing a request.
- Hand over the package to our delivery staff once he/she arrives for the return pick-up
- Another 6 - 8 business days for the product to reach our warehouse
- Once the package reaches our warehouse and passes all the necessary quality checks, we will issue a refund amount or store credit to you. A refund amount or store credit confirmation e-mail will be sent to you once the refund is processed. Please note that it may take 3-4 business days for the amount or store credit to reflect into your account.
- Hexstyle may at its sole discretion, request you to share with us a screenshot of your bank statement in case of any discrepancies.
I returned my order and received store credits. How do I apply them?
- On successful completion of a return request, we add Store Credits in your Hexstyle account that can be used just like normal currency while your shop with us. Please note that the Store Credits returned are excluding shipping and COD charges.
- To use the Store Credits, select the items that you want to buy and Add them to bag. The store credit tab automatically appears and can be easily used on the checkout page. If there is an outstanding payment after including your Store Credits, you may choose to pay the remaining amount using cash or cards.
- Please note, you need to be signed in with your registered Hexstyle ID to view and utilize your store credits.
How do I return multiple products from a single order?
- A single Return ID is created even if you try to return multiple products from one single order. An email confirmation with all the details will be sent to you as soon as you raise a request.
- Please note that we arrange for a reverse pickup only once for one order. If you choose to return another product from a single order at a later date, still within 3 days time limit, you will have to self ship the product to us. In this case, we will not issue a reimbursement in any form.
- Does Srilanka pick up the product I want to return from my location?
At present, we have a selected set of PIN Codes that fall under our serviceable area.If your area pin code is serviceable, you will be able to select the pickup option when you create a Return Request on Website/M-site. Please keep the following points in mind while requesting return:
- We will pick up the products within 4 - 7 business days from the request placement date
- Remember to keep the shipment ready before the courier person arrives
How can I Self-Ship the product to Hexstyle?
Self shipping is required if your area is not serviceable by our courier partners. We recommend you rely on a trusted courier service to avoid damage and/or loss of the product. Please remember to mention order details (Order ID and Return ID) on top of the package for every item included in the package.
Where should I self-ship the returns?
Please mention Order No. and Return ID on a piece of paper and place it in the packet. Kindly address the package to the following address – Return Address will be emailed to you according to your destination.
Why has my return request been declined?
Return requests may be declined if the products returned do not pass the necessary quality check. It may have happened if the item is damaged, used and doesn’t have original tags with it. You can contact our customer care for more detailed info.
Why did the pick-up of my product fail?
After three failed attempts for pickup, the pickup request is marked as failed. In this case, you can request a new return request provided the item is still under the permitted 3 days time limit. For more details, please contact our customer care at - [email protected]