Refund policy

Returns & Refund Policy

At Hexi, all of our products are personalised and made to order. As such, we are unable to accept returns or offer refunds for change of mind or incorrect personalisation details entered at the time of ordering. Please double-check all engraving details carefully before completing your purchase.

Damaged or Faulty Items If your item arrives damaged, faulty, or is not as described, please contact us within 14 days of receiving your order at hexiracekeeps@gmail.com. We will require:

• A photo of the damage or fault
• Your order number

We will then offer a replacement or full refund at our discretion.

Incorrect Orders If we have made an error with your personalisation, please contact us within 14 days of receipt and we will replace the item at no additional cost to you.

Refunds We will notify you once we've reviewed your claim and let you know if a refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it may take additional time for your bank or card provider to process and post the refund. If more than 15 business days have passed since approval, please contact us at hexiracekeeps@gmail.com