Refund policy
General Policy
We offer a 30-day return window, meaning you have 30 days from the date you receive your item to request a return.
This policy applies to standard, non-customized, in-stock products only.
Custom-made, built-to-order, custom-sized, or personalized products are final sale and non-returnable, except in cases of verified manufacturing defects or shipping damage.
Eligibility for Returns
To be eligible for a return, items must:
- Be unused, uninstalled, and in the same condition as received
- Be unassembled
- Be returned in the original packaging with all accessories and materials
- Include the original receipt or proof of purchase
We reserve the right to refuse returns or apply a restocking fee if items show signs of use, installation, damage, or improper packaging.
How to Start a Return
Return requests must be submitted through your customer account on our website.
Log in, locate the relevant order, and click “Request a Return.”
Once your request is reviewed and approved, you will receive a Return Authorization (RA) number along with return instructions.
A prepaid return shipping label may be provided, depending on the reason for return.
Please note that items returned without prior approval or without an RA number will not be accepted.
Approved returns must be sent to the return address provided in the return authorization email.
The return address may vary depending on the product and return reason. Please do not send items back without receiving return instructions.
Customers are responsible for returned items until they are received and inspected by us.
Damages and issues
Please inspect your order immediately upon delivery.
If your item is defective, damaged, or incorrect, contact us within 7 days of delivery with clear photos and a brief description of the issue.
Manufacturing defects refer to defects in materials or workmanship.
Claims submitted after 7 days may not be accepted.
If approved, we will arrange a replacement or refund at our discretion.
Exceptions / non-returnable items
We do not accept returns for:
- Custom-made, built-to-order, custom-sized, or personalized products
- Used, installed, or modified items
- Clearance or final sale items
- Items returned without original packaging or missing components
Exchanges
We do not offer direct exchanges.
Replacements are issued only for items confirmed to be defective or damaged upon arrival.
For exchange-related inquiries, please contact info@hexadentsystem.com.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be issued to the original payment method
- Processing time is 7–10 business days after approval
- Additional processing time may be required by your bank or credit card provider
Original shipping fees are non-refundable, unless the return is due to our error.
A restocking fee of up to 10% may apply, depending on the condition of the returned item.
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HexaDent System Inc.
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