Returns and Refunds

Last Updated: 30/12/25

At HEX / HEX3D.fashion, each piece is carefully designed and produced with attention to detail. We want you to be confident in your purchase, and this policy explains your rights and our process for returns and refunds.

1. Change of Mind

We do not offer refunds or exchanges for change of mind.

Please choose carefully before placing your order, including reviewing product descriptions, sizing information, and materials.

2. Faulty or Defective Items

Under Australian Consumer Law, you are entitled to a refund, repair, or replacement if a product is faulty, damaged, or not as described.

If you believe your item is faulty, please contact us within 7 days of receiving your order with:

A.- Your order number

B.- A description of the issue

C.- Clear photos of the item

Once assessed, we will advise on the appropriate resolution, which may include repair, replacement, or refund.

3. Custom & Bespoke Orders

Custom-made or bespoke items are final sale and cannot be returned or refunded for change of mind.

However, if a custom item is faulty or does not match the agreed design specifications, we will work with you to resolve the issue in line with your consumer rights.

4. Wear & Care Considerations

Our products are designed for wear but require appropriate care. Damage caused by:

A.- Misuse

B.- Improper handling

C.- Exposure to excessive heat or moisture

D.- Normal wear and tear

is not considered a manufacturing fault and is not eligible for refund or replacement.

5. Return Process

If your return is approved:

A.- We will provide return instructions

B.- Items must be returned in original condition and packaging where possible

C.- Return shipping costs are the responsibility of the customer unless the item is confirmed faulty

We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.

6. Refund Timeframes

Once your return is received and inspected:

A.- Approved refunds will be processed to the original payment method

B.- Please allow 5–10 business days for funds to appear, depending on your payment provider

7. Non-Returnable Items

The following items cannot be returned unless faulty:

A.- Custom or personalised items

B.- Items damaged due to misuse or improper care

8. Contact Us

If you have any questions about returns or refunds, please contact us before sending any items back.

HEX / HEX3D.fashion
📧 support@hex3d.fashion