No Returns on Custom Products
Since our products are custom-made and produced according to your specific preferences, we do not accept returns for reasons such as change of mind, incorrect orders, or personal preferences. Please ensure you review your order details carefully before placing your purchase.
Damaged or Defective Items
We stand by the quality of our products. If you receive an item that is damaged or has clear defects, please contact us within 7 days of receiving your order. To process your request efficiently:
- Take clear photos showing the defect or damage.
- Email us at [your support email] with your order number and photos.
- Our team will review the case and offer one of the following solutions:
- A full refund if the product is significantly defective.
- A partial refund if the defect is minor but does not affect overall use.
- A replacement item, if applicable.
Refunds & Processing Time
Once your refund is approved, it will be processed within 5-10 business days. The refunded amount will be credited to your original payment method.
Cases Where Refunds Are Not Issued
- The product is not defective but you changed your mind.
- The issue is due to customer misuse, accidental damage, or improper care.
- Minor variations in color, texture, or size that naturally occur in custom-made products.
- Failure to provide clear photos of the defect upon request.
Lost or Undelivered Packages
If your package is lost in transit or significantly delayed beyond 60 days, please contact us, and we will either reship your order or issue a full refund. However, if the package is marked delivered, we are not responsible for loss or theft after delivery.
For any questions or concerns, please reach out to support@hexeyes.com, and our team will be happy to assist you!