Policy
June 10, 2026

Return & Refund - Hexcal

30-Day Return Policy

We want you to love your workspace setup. If a product does not meet your expectations, we offer a free 30-day return window for orders purchased directly on hexcal.com and shipped within the 48 contiguous United States.
  • Exclusions: Due to high shipping regulations, Hawaii, Alaska, and international destinations are excluded from free returns. For purchases made through authorized distributors or third-party resellers, please contact them directly.
  • Condition Requirement: To qualify for a full refund, items must be in like-new condition and packed entirely in their original shipping boxes and packaging materials.


How to Initialize a Return？

  • Pre-Authorization: You must first email support@hexcal.com to request a return and obtain an official authorization number. Returns without prior authorization will not be processed or accepted. Please include the following details in your email:
    • Order number
    • Proof of purchase
    • Reason for the return
  • Photographic Proof: Your email must also include clear photo or video evidence showing that the product is in pristine, like-new condition and has been safely and properly packed into its original boxes. (Note: If the product arrived damaged or defective, please provide photos or videos showcasing the damage to the product and its packaging instead.)
  • Disassembly & Inspection: Products must be completely disassembled by the customer to fit into their original packaging. A damage or missing parts fee of up to 50% of the order value may be deducted if the item or packaging arrives damaged upon inspection.
  • Shipping Deadline: Once you receive your return label, ship the package back immediately. Hexcal reserves the right to deny refunds if the return shipment is initiated more than 30 days after delivery.


Customer Responsibilities & Potential Fees

  • Product Disassembly: Prior to return shipping, all products must be completely disassembled so they can fit securely inside their original packaging. Customers are fully responsible for the assembly and disassembly of the product.
  • Shipping Costs Notice: Customers are responsible for all logistical shipping costs incurred during the actual return process, and any shipping fees paid out-of-pocket will not be refunded.
  • Inspection & Damage Fees: Upon arrival at our warehouse, all items undergo inspection. A damage fee of up to 50% of the total order value may be deducted if the product or its original packaging is found to be damaged, modified, or missing components.
  • Shipping Window: After receiving your pre-paid return label, you must ship the package back immediately. Hexcal reserves the right to deny a refund if the physical shipment is initiated more than 30 days after your delivery date.


Defective or Damaged Upon Receipt (DOA)

If your Hexcal product arrives damaged or defective right out of the box, you are eligible for an immediate solution without meeting the standard return pre-conditions:
  • Reporting: Take clear photos or videos of the damaged hardware and its shipping package immediately upon unboxing, and submit a support request to support@hexcal.com.
  • Resolution: Our team will evaluate the evidence and provide the best solution. If returning the item to our warehouse is required, we will issue an authorized return notice.
  • Eco-Friendly Disposal: In specific scenarios, we may not require you to ship the defective product back; in such cases, we kindly ask for your assistance in responsibly recycling the hardware and packaging locally.
  • Address Accuracy: Please strictly follow our provided shipping coordinates. Hexcal is not responsible for any returned goods sent to an incorrect address.