If you are not happy with your purchase and wish to return an item, please
contact us within 30 days from receiving your order.
Please provide your order number as well as the reason for your return. Our
customer service team will review the return request and will send further
instructions if the return is approved.
Only items purchased directly from Hera Hexagon will be accepted. For
products purchased from authorized retailers, please get in touch with them
directly for returns.
Returned items must be in original packaging, including any accessories,
manuals, and documentation.
Returned items must be unused, in the same condition that we sent it to you,
and in their original packaging. Stains, folded cards, broken seals/ plastic foiling
broken will not be accepted. If the condition of the product shipped back to us is
not in acceptable condition we reserve the right to not refund or exchange.
Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, incorrect
products purchased, and damaged products through customer mishandling.
Returns made without receipt may be refused. Hera Hexagon reserves
the right to deny any return.
WHAT IF THE ITEM(S) I RECEIVED ARE
Did you receive a faulty unit, or the wrong product? Simply not satisfied with
Please contact our Customer Support team Contact Usto start the return process. Please include the following
Proof of purchase
Video or photo of the faulty product (if applicable)
Complete delivery address
Contact telephone number
In some cases, you may be required to include a video or photo of the
defective product for proof in order to refund or replace the product.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we
receive your return. We will email you to confirm once your return has
For returned items, a full refund will be credited for defective products.
For non-defective items, refund excludes all shipping and handling fees.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid
by credit or debit card, refunds will be sent to the card-issuing bank
within 14 business days of receipt of the returned item or cancellation
request. Please contact the card-issuing bank with questions about when
the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
Contact the bank/credit card company. It may take some time before the
refund is posted to your account.
HOW DO I CHANGE OR CANCEL MY
Please contact us as soon as possible if you need to modify or cancel
your order. Make sure to provide your order number and the modification
you would like to make and we’ll confirm once the modification has been
made. Please note that any orders that have already been packed or
shipped cannot be modified or cancelled.
All orders are handled and shipped out from our warehouse in China. Please
allow extra time for your order to be processed during holidays and sale
We process orders between Monday and Friday. Orders will be processed
within 3-5 business days from the order date and shipped the next day after the
processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Once you place your order, please allow 3-5 business days to process your
orders. After that, it will take 12 - 20 business days for delivery in the United
States, and 15-30 business days for international orders (depending on
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you
may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order
arrives at its final destination, and are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be
covered by us. We are not responsible for delays caused by the customs
department in your country. For further details of charges, please contact your
local customs office.