Refund policy
We hope you love your Hexling purchase. However, we understand that sometimes an item may need to be returned.
This policy applies to purchases made through the Hexling website. It does not affect your statutory rights.
Cancelling an Order
You have the right to cancel your online order within 14 days of receiving it without providing a reason.
To cancel your order, please contact us at hexling616@gmail.com within 14 days of the date your order was delivered. Please include your name and order number.
Once you have notified us that you wish to cancel, you must return the item to us within a further 14 days.
Please contact us before sending a return so that we can provide the correct return address and instructions.
Return Conditions
Unless an item is faulty, damaged, incorrect or not as described, returned products must be:
- unused, unworn and in their original condition;
- returned with all original packaging, labels and components;
- packaged securely to prevent damage during return postage;
- sent back within 14 days of notifying us that you wish to cancel.
You may inspect an item as you would reasonably be able to in a physical shop. We may reduce the refund where an item has been handled beyond what is necessary to inspect it and its value has been reduced as a result.
Earrings and Hygiene-Sealed Products
For health and hygiene reasons, pierced earrings are supplied in sealed packaging.
Earrings may be returned for a change-of-mind refund only when the hygiene seal remains intact. Once the hygiene seal has been removed, opened or broken, the earrings cannot be returned or exchanged unless they are faulty, damaged, incorrectly supplied or not as described.
Opening the outer postal packaging does not affect your right to return an item. This restriction applies only to the sealed inner packaging containing the earrings.
Please inspect your earrings through the clear packaging before breaking the hygiene seal.
Custom and Personalised Products
Products made to your individual specifications or personalised specifically for you cannot normally be returned because you have changed your mind.
This includes bespoke designs, personalised wording, custom measurements and non-standard colour or material combinations requested by the customer.
This does not include products selected from our ordinary range simply because they are handmade or assembled after the order is placed.
Custom and personalised products may still be returned where they are faulty, damaged, incorrectly supplied or not as described.
Return Postage
You are responsible for the cost of returning an unwanted item to us.
We strongly recommend obtaining proof of postage and using an appropriately insured or tracked service. You remain responsible for the returned item until it reaches us, and we cannot refund items that are lost or damaged because they were inadequately packaged.
Where an item is faulty, damaged, incorrectly supplied or not as described, we will cover reasonable return postage costs. Please contact us before returning the item so that we can agree on the appropriate return method.
Refunds
Once we receive and inspect your return, we will let you know whether it has been accepted.
Approved refunds will be made to your original payment method. We will process the refund without undue delay and no later than 14 days after:
- receiving the returned item; or
- receiving evidence that you have sent the item back, if this is earlier.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Original Delivery Charges
When you cancel and return your entire order under your statutory cancellation rights, we will refund the product price and the cost of our least expensive standard delivery option.
If you selected a more expensive delivery service, such as express or upgraded delivery, we are not required to refund the additional delivery cost.
Original delivery charges will not normally be refunded when only part of an order is returned, unless the returned item was faulty, damaged, incorrect or not as described.
Faulty, Damaged or Incorrect Products
Please inspect your order when it arrives and contact us as soon as possible if an item is faulty, damaged, incorrect or materially different from its description.
Please provide:
- your name and order number;
- a description of the problem;
- clear photographs where reasonably possible.
Goods must be of satisfactory quality, fit for purpose and as described. If a product does not meet these requirements, you may be entitled to a refund, repair or replacement under the Consumer Rights Act 2015.
Where applicable, consumers have a 30-day short-term right to reject faulty goods for a refund. After this period, we may offer a repair or replacement in accordance with your statutory rights.
The hygiene-seal and personalised-product exclusions do not remove your rights where an item is faulty, damaged, incorrect or not as described.
We are not responsible for damage caused by misuse, accidental damage, improper storage, unauthorised alterations or reasonable wear and tear.
Exchanges
We do not currently offer direct exchanges through the website.
Where an eligible item is unwanted, please return it for a refund and place a new order for the replacement product.
Faulty or incorrect items will be handled separately in accordance with your statutory rights.
Items That Cannot Be Returned for Change of Mind
We cannot accept change-of-mind returns for:
- pierced earrings where the hygiene seal has been opened, removed or broken;
- custom-made or personalised products;
- products that have been worn, used, altered or damaged after delivery;
- products returned outside the applicable return period.
These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or not as described.
Refused and Uncollected Deliveries
If an order is returned to us because it was refused, not collected or the delivery address supplied was incorrect, we will contact you after it is received.
Any refund may be reduced by delivery or return charges that we have reasonably incurred, except where the failed delivery was caused by an error on our part.
How to Request a Return
To request a return, contact:
Email: hexling616@gmail.com
Business: Hexling
Return address: Provided after your return request has been accepted
Please do not send a return to any address without contacting us first.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you have under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Last updated: July 2026