Returns and Refunds

This policy does not limit any mandatory consumer rights that apply to your order.

EU right of withdrawal

If you are a consumer in the European Union, you can normally withdraw from an online purchase within 14 days after you, or a person you nominate, receives the goods. Tell us clearly through the contact page before the 14-day period ends and include your order number.

After notifying us, return the goods within 14 days. For a change-of-mind return, you are responsible for the direct return cost. Do not return an item to the address on its parcel without contacting us first because supplier return addresses can differ.

We will reimburse eligible payments, including the least expensive standard delivery option offered for the order, within 14 days after receiving your withdrawal notice. We may wait until the goods are returned or you provide evidence that they were sent. You may be responsible for reduced value caused by handling beyond what is necessary to inspect the product.

Personalised products

Products made to your specifications or clearly personalised are not normally eligible for change-of-mind withdrawal. This does not affect your rights when an item is faulty, damaged or not as ordered.

Damaged, faulty or incorrect items

Contact us as soon as possible with your order number and clear photographs. We will assess the issue and provide the appropriate replacement, refund or other remedy. Do not discard the item or packaging until we reply.

How to request a return

Use the HexHoard contact page and state: your name, order number, product, date received and whether you are withdrawing from the purchase or reporting a problem. We will send the correct return instructions.