Return policy on customer remorse
If you change your mind, all items can be returned within 14 days, starting from the day after you receive your order. Please notify us for a seamless return process via email at support@hexocare.com
We only accept returns for customer remorse on at least one of the following conditions:
- For items with a manufacturer seal, the manufacturer seal must be unopened
- The item must be in its original packaging with all original accessories
To return the product, you must contact us first, and we will send you the proper return instructions for a seamless return process.Don’t send items back without contacting us first. The return address is Slyngborggade 14, 2th, 8900, Randers C, Midtjylland, Denmark, Broge Trading ApS. Returns must be shipped within 14 days of receiving return instructions.
Return policy on damaged, wrong, or dysfunctional products
If you find products in your order damaged, wrong or dysfunctional, please contact us directly by email at support@hexocare.com and include photos/videos showcasing the issue you are experiencing with your item.
In the aforementioned case, you will have 14 days to return these products and get a refund or replacement. This period starts from the day after you receive your order. This also includes items that become faulty within 2 years of receiving the order.
You will not be charged for return shipping of your faulty item as the shipping costs will already be paid by us in a prepaid return label.
Restocking Fee
There is no restocking fee for returned orders.
Returning an order
Contact us via email at support@hexocare.com, and state the reason for your return, and we will send the proper return instructions according to the reason for your return. We are not responsible for the return shipping cost.
Packing instructions:
- Securely pack the items in a box.
- Affix the mailing label squarely onto the address side of the parcel, covering up any previous delivery address and barcode without overlapping any adjacent side.
- Use the address listed and affix the appropriate amount of postage.
- Ship the package from the nearest post office or shipping company of your choice.
If you did not receive a return address please send an e-mail to support@hexocare.com. Pack the item neatly carefully and send the item.
Canceling an order
You have 24 hours before the item(s) have been shipped to cancel your order.
In case your order has already been shipped, kindly follow the return policies stated above that correspond to your reason of return.
Lost shipments
If at least 2 days have elapsed since the expected delivery date, please contact our customer service via email at support@hexocare.com and allow us at least 5 days to investigate the item(s) whereabouts with the courier service. If we cannot track your shipment after the 5-day investigation, the shipment will be declared lost, and you will be entitled to a full refund, or we will send a replacement if you choose so.
Refund process
The refund will be initiated once your product is received back in our warehouse and inspected by our team. Once approved, the refund takes 3-6 business days to process. Refunds will be made in the original method of payment.
Contact Us
Phone: +45 22 17 02 80
Working hours: 9 - 17 Monday-Friday
Email: support@hexocare.com
Address: Slyngborggade 14, 2th, 8900, Randers C, Midtjylland, Denmark
Broge Trading ApS
