Returning An Item
- It is the customer’s responsibility to properly pack, ship and insure the contents of all returned packages using a traceable ground shipping method (we recommend FedEx or the US Postal Service insured mail) to:
|Address line 1:||3519 NE 15th Ave , Portland OR 97212|
- All returns must be authorized to be returned. call our Customer Service at 505-585-2208.
- We will refuse and reject all returned packages if there is no Return Authorization Number marked outside of the box.
- Product(s) should be:
- Returned within 30 days from shipping date,
- In good condition, in original packaging with all printed materials, parts and accessories and the UPC Code on the exterior, and
- Received in sellable condition.
- Shipping charges are refunded only when the wrong product was shipped or product was defective upon arrival.
- Write the Return Authorization Number on the outside of the box and on a copy of the original packing slip which should be packed inside the box.
- All returns will be inspected and must be 100% complete.
- All free items included with a specific product purchase must be returned as well to receive credit.
- When buy in case, but return less than case quantity, the refund price will be calculated using next higher price level.
- It is the customer’s responsibility to make claims with the carrier for any proof of delivery or damage to shipment returned to Hexadepot Return Department .
- Products are sold for Professional Use Only. We reserve the right to verify and ask for proof of your current professional license such as salon owner, cosmetology, nail technician, instructor, student. Any false statement will void your rights for return or claims.
- All authorized returned items are subject to restocking fee.
- *Following items cannot be returned: pedicure spas, acrylic and gel nail brushes, furniture, all equipment and parts (nail drills, sterilizers, towel warmers, lights, dryers, air cleaners, books, DVD…) and brand name items such as OPI, CND, IBD, Cuccio.
- *No returns can be made on clearance sale items and special/custom orders; these are considered final sales.
- Credit will always be issued to the same credit card to which they were charged.
- We will issue a refund within 30 business days of receiving and processing your return. It should appear on your statement within two billing periods, depending on your billing cycle.
- DO NOT RETURN ITEMS TO Hexadepot.com BY AIR MAIL – The U.S. Department of Transportation (USDOT) restricts air shipment of hazardous materials items that could contribute to a fire or other mishap on board an aircraft. Aerosol products in pressurized spray containers (e.g., Demert nail dryer) and products containing flammable, volatile, or corrosive chemicals (e.g., acrylic nail liquid, nail polish, nail polish removers) have this restricted status. All of these products must be returned via a ground shipping service.
If you return products to the Hexadepot.com fulfillment center, you can check your order status online through Your Account at any time to see if we’ve received and processed it. You can call us at 1-505-585-2208 from 9:00AM – 5:30PM CST Mon-Fri except national holidays. Be sure have your order number available when you call.
For any defective products, send us an e-mail at [email protected] for better advice. If your item meets one of the following conditions, please contact us as soon as you receive the item. We will refund or reprint your order at no cost in the following cases: – The product itself is flawed – Design error: wrong design compared to information provided on our site – The following information of product is not the same as the order: type, size ———-
What should you do? For any refund request, you need to report to us within 14 days since you get your items. Please provide us following informations to our support email: [email protected]
- Your order/invoice ID
- In case you get wrong item/ damaged item please send us a picture of the item you received.
Once we evaluate, the refund request will be processed within 1-3 business days. If the request is approved by our team, the refund is expected to be arrived in 2-3 business days.
Returns If you receive the wrong or defective items, there is no need to return them to us. In this case, we always approve to issue you the refund. It is expected to be arrived in 2-3 business days. Please Note: We do not process a refund, reprint or return in the following cases:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, not picking up the packages as requested); and
- Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country’s customs, being delayed by a natural disaster, showing “delivered” in the tracking system, having been shipped into your mailbox but gotten lost).
- The item is as described
Cancel (if applicable) After making a purchase, customers have 24 hour to request cancellation. Please be informed that a management, processing and transaction fee (10% of your total order value) will be applied for the cancellation. After that date, the item will be produced and we can’t support any further. Refund: For Paypal Account: 48 hours. For Credit card Account: 10-14 business days. The exact length of time is dependent on your card issuing bank. Exchange: In stock items :1-3 business days. Out of stock items :5-7 business days. Compensation ( Points or Coupon): 1-2 business days. Repair: 7-14 business days. Exchanges We do not offer exchanges/returns for size unless it is our fault for sending the wrong-size items. For other reasons like printing problems, we will take care of them all for you. Please contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorize you to do so. Late or missing refunds (if applicable) If you haven’t received a refund yet: – Firstly check your bank account again. – Then contact your credit card company, it may take some time before your refund is officially posted. – Thirdly, contact your bank. There is often some processing time before a refund is posted. – Finally, if you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Restocking Fee Policy
All items are subject to a 10% restocking fee on all returnable items within the 30 days of the purchasing date depending on their condition when returned. If you placed an order and received free shipping but returned an item and you no longer qualify for the free shipping, you, the buyer, are responsible for paying the original cost of shipping and the return shipping cost. For example, if you spent $110 but returned an item(s) that cost $40, you no longer qualify for free shipping. Free shipping is for orders over $99, your order total is now $70 after your return. Therefore, you are responsible for the shipping cost. If you have any further questions regarding this policy, please call our customer service at 505-585-2208. What is a reasonable restocking fee? It is the percentage of the item’s price depending on type of item and condition when it is returned. Our restocking fee is 10%.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at [email protected]. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at [email protected] .
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Contact us at [email protected] for questions related to refunds and returns.