Refund policy
Returns and Refunds
We want customers to be able to buy from HEXXINDUSTRIAL LIMITED with clear and fair terms. This policy explains how returns, cancellations and refunds are handled. Nothing in this policy affects any statutory rights that apply to you.
Consumer orders – change of mind
If you are purchasing as a consumer and your order is covered by UK distance-selling cancellation rights, you may notify us that you wish to cancel within 14 days after the day you receive the goods. You then have a further 14 days to return the goods after notifying us.
To start a return, contact support@hexxindustrial.com before sending any goods back. Please provide your order number and details of the item(s) you wish to return. We will provide return instructions and the appropriate return address.
Unless the goods are faulty, damaged, incorrect, or we agree otherwise, you are responsible for the cost of returning a change-of-mind order. Where applicable, we will refund the standard outbound delivery charge originally paid. Any additional amount paid for an enhanced or expedited delivery service is not refundable beyond the standard delivery amount required by law.
Returned goods should be securely packaged with all supplied accessories, manuals and components. Consumers may inspect goods as they reasonably would in a shop. Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods and causes a reduction in value, we may make a deduction from the refund where permitted by law.
Configured, bespoke and special-order products
Some specialist industrial products are manufactured, configured, calibrated, licensed or otherwise supplied to a customer's specification. Statutory cancellation rights may not apply to goods made to a consumer's specifications or clearly personalised. Where an applicable legal exception makes an item non-cancellable, we will make this clear where appropriate before the order is concluded.
This does not affect rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.
Software, licences and digital content
Cancellation rights for software, licences and digital content can differ from physical goods. Where immediate digital supply requires your express consent and acknowledgement that cancellation rights may be lost once supply begins, we will obtain that agreement where required before supply.
Business purchases
Orders placed wholly or mainly for business purposes do not receive consumer cancellation rights. Returns of non-faulty goods purchased for business purposes require our prior written agreement and may also be subject to manufacturer or supplier return conditions.
This does not affect any rights or remedies available to a business customer for goods that are faulty, damaged, misdescribed or incorrectly supplied.
Faulty, damaged or incorrect goods
If an item arrives damaged, is faulty, is materially not as described, or we have supplied the wrong item, contact support@hexxindustrial.com as soon as reasonably possible with your order number and details of the problem.
We may request photographs or other information where reasonably necessary to assess transit damage or a fault. We will arrange an appropriate remedy in accordance with applicable law and the circumstances of the order.
Refunds
Once returned goods have been received and assessed, we will confirm the outcome. Where a refund is due following a consumer cancellation, it will be made within the time required by applicable law and normally to the original payment method.
Contact
HEXXINDUSTRIAL LIMITED
3 Hill Street
Edinburgh
EH2 3JP
United Kingdom
Email: support@hexxindustrial.com
Telephone: +44 131 605 6739