Legal

Refund Policy

Every HexaHang is hand-inspected at our Kolkata workshop before it leaves us. Units that do not pass quality control never reach a box — they are scrapped. We do this because brand integrity matters more to us than a saved unit. As a result, manufacturing defects on arrival are rare. This policy explains how we handle the few situations where something does go wrong — transit damage, fulfilment errors, and the rare manufacturing defect.

In this Policy, "business day" means Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays observed in Kolkata, West Bengal.

1. Refund Eligibility

We accept refund requests in the following categories:

A. Transit damage Visible damage to the product or its packaging caused during shipping by the courier. This is the most common cause of a refund claim. To support a transit damage claim, you must provide photographs of the outer packaging before fully unboxing the product, alongside photographs of the product itself.

B. Fulfilment error You received a product materially different from what you ordered (different size or model), or hardware and components specified in the product listing are missing from the box.

C. Manufacturing defect A structural defect (crack, fracture, break, joint failure) or finish defect (peeling, flaking, or bubbling that impairs structural integrity or prevents the product from performing its primary function) attributable to manufacturing, not to transit or post-delivery handling, and present at the time of delivery. Given our QC process, manufacturing defects are extremely rare. Claims in this category are subject to evidence requirements and, by default, physical return of the product for inspection (see Section 3).

Non-delivery: Your order was confirmed and dispatched but is confirmed lost in transit by the shipping partner and has not been delivered within the stated delivery window. Treated as a separate refund-eligible scenario.

The following are not grounds for a refund:

  • Natural wood grain pattern variation between your product and Site photography (see Terms of Use, Section 5)
  • Colour differences due to screen calibration or monitor settings
  • Tonal variation between pieces in a multi-unit order
  • Change of mind — all products are made to order
  • Damage caused after delivery (improper installation, physical impact, environmental exposure)
  • Founders' Edition units once a serial number has been assigned (see Section 6), except for a manufacturing defect or transit damage as defined above

Nothing in this Policy limits your statutory rights under the Consumer Protection Act, 2019 or any other applicable Indian law.

2. Reporting Windows

Different categories of claim have different reporting windows. All windows run from the date of delivery as recorded by the shipping partner.

CategoryReporting WindowRequired Evidence
Transit damage72 hours from deliveryPhotographs of outer packaging (before unboxing) + product damage from multiple angles
Fulfilment error7 business days from deliveryPhotographs of the item received + reference to the order listing
Manufacturing defect7 business days from deliveryDetailed photographs from multiple angles + description of how the defect was discovered

Claims reported after the applicable window are not automatically rejected. We will consider such claims where the evidence reasonably indicates that the defect or damage existed at the time of delivery, and we assess them on the specific circumstances and the evidence provided. Timely reporting nonetheless significantly assists our investigation and is in your interest. Nothing in these windows limits your statutory rights under the Consumer Protection Act, 2019.

To report a claim:

  1. Email returns@hexahang.com — Subject: Defect Report — Order #[your order ID]
  2. Include: your full name, order ID, delivery date, the category of claim (transit damage / fulfilment error / manufacturing defect), and all required photographic evidence
  3. WhatsApp contact (+91 62934 01030) is available for initial enquiry during business hours, but photographic evidence must be submitted by email for the claim to be processed

3. Inspection Process

  1. We acknowledge your report within 1 business day of receipt
  2. We review the photographic evidence and may request additional images, a video walkthrough, or other supporting information
  3. Physical return of the product is the default requirement for all defect claims. Return shipping for a confirmed claim is arranged and paid for by HexaHang.
  4. HexaHang may, based on a reasonable assessment of the available evidence and the surrounding circumstances, and on a case-by-case basis, waive the physical return requirement where photographic evidence alone is conclusive and the case warrants it. This determination is communicated to you along with the decision on your claim. The default position remains return required.
  5. The product must not be discarded, modified, repaired, or further used between the date of your report and the resolution of the claim. Doing so may invalidate the claim.
  6. We communicate our final decision — approval (with or without return waiver), request for further evidence, or rejection — within 5 business days of receiving complete evidence

4. Refund Method

Approved refunds are processed exclusively via the original payment method:

  • UPI payments → refunded to the originating UPI account
  • Credit / debit card → refunded to the same card
  • Netbanking → refunded to the originating bank account

We do not issue refunds as store credit, vouchers, gift cards, or transfers to an account other than the original payment source.

5. Refund Timeline

Once a refund is approved:

  • Razorpay initiates the reversal within 2–3 business days of approval
  • Your bank or payment provider typically takes a further 7–10 business days to reflect the credit
  • Total time from approval to visible credit: up to 10 business days from approval

We will notify you by email when the refund has been initiated. If the credit has not appeared in your account after 10 business days from that notification, contact accounts@hexahang.com with your order ID and we will investigate with Razorpay.

6. Non-Refundable Cases

  • Founders' Edition — once serial number assigned: Once a Founders' Edition unit has been assigned its serial number — typically during production after the standard 24-hour cancellation window has closed — that unit cannot be refunded except in the case of transit damage or a manufacturing defect as defined in Section 1
  • Change of mind: All HexaHang products are made to order. Change-of-mind refunds are not offered
  • Post-delivery damage: Physical damage sustained after delivery — including improper installation, impact damage, or environmental exposure — is not covered
  • Policy misuse: Refund requests submitted with false, fabricated, or manipulated photographic evidence will be rejected. Repeated or fraudulent misuse may be reported to relevant authorities and the customer barred from future orders

7. Partial Refunds

Where an order includes multiple items and only one is defective, refund eligibility applies to the defective item only. The remainder of the order is unaffected.

The refund amount is calculated based on the individual unit price stated on the GST invoice issued for your order.

8. Return to Origin (RTO)

If a delivery fails and the package is returned to our Kolkata workshop, the handling of redelivery and refund is governed by the Shipping Policy (Section 8).

If you choose not to arrange redelivery, the full amount paid is refunded to your original payment method, with no deduction.

9. Contact

  • Email: returns@hexahang.com
  • Subject format: Defect Report — Order #[your order ID]
  • WhatsApp: +91 62934 01030 (responses during business hours only)
  • Acknowledgement SLA: Within 1 business day
  • Business hours: Monday–Friday, 10:00 AM – 6:00 PM IST, excluding public holidays observed in Kolkata
<!-- PARKED — NOT FOR DROP 1. Priority Dispatch not offered at Drop 1 checkout. Reinstate this section verbatim when PD launches (Drop 2+). ## 9A. Priority Dispatch Orders Priority Dispatch orders are non-cancellable under the Cancellation Policy (Section 7) but remain fully eligible under this Refund Policy. If your Priority Dispatch order arrives with transit damage, a fulfilment error, or a manufacturing defect, the refund process and reporting windows in Sections 1 to 8 apply without modification. The Priority Dispatch service fee (as published at checkout) is non-refundable, except in the following circumstances: - HexaHang fails to dispatch your order within the 24-business-hour SLA (the Priority Dispatch fee is refunded in full; the underlying order continues with standard dispatch) - HexaHang exercises its own right to cancel the order under Section 4 of the Cancellation Policy (the full order amount including the Priority Dispatch fee is refunded) - The underlying order is fully refunded under this Refund Policy for transit damage, fulfilment error, or manufacturing defect (the Priority Dispatch fee is refunded together with the product price) - The underlying order qualifies for partial refund (the Priority Dispatch fee is refunded on a proportional basis, calculated against the value of the items being refunded) Where the underlying order is refunded in full for any reason listed above, the Priority Dispatch fee is refunded together with the product price. Nothing in this Section limits your statutory rights under the Consumer Protection Act, 2019. -->