Returns & Refunds Policy

We want you to feel confident when shopping with Hexecare. If your order is not right for you, our customer service team is available to help make the return process as straightforward as possible.

  • 30-day returns
  • Free return label for eligible UK returns
  • No cancellation, handling or restocking fees
  • Refunds processed within 2 working days of approval

Our 30-Day Returns Policy

You may request a return within 30 days of receiving your order.

To qualify for a return under our 30-day policy, the item must:

  • Be in its original condition

  • Be unworn, unused and unwashed

  • Include its original packaging, labels and accessories

  • Have any hygiene seal intact, where applicable

  • Be accompanied by valid proof of purchase

Please do not send an item back before contacting us. Returns sent without prior approval may take longer to identify and process.

This policy is in addition to, and does not affect, your statutory consumer rights.

How to Start a Return

To request a return, email us at service@hexecare.com and include:

  • Your order number

  • Your full name

  • The email address used to place the order

  • The item you would like to return

  • The reason for the return

  • Photographs of the item and packaging if it is damaged, faulty or incorrect

Once your return has been approved, we will send you the return address, a prepaid return label where applicable, and instructions explaining how to send the item back.

Please return the item using the instructions provided by our customer service team.

Return Postage

For eligible returns from within the United Kingdom, we will provide a prepaid return label.

Return postage is free where:

  • The item is faulty or damaged

  • We sent you the wrong item

  • The item is materially different from its description

  • Your return otherwise qualifies for a free return under this policy

Please use the return method provided by us. If you choose a different or more expensive delivery service without obtaining our agreement first, we may be unable to reimburse the additional cost.

We do not charge cancellation fees, handling fees or restocking fees.

Order Cancellations

Please contact us as soon as possible if you need to change or cancel an order.

Cancellation requests made within 12 hours of placing an order have the best chance of being completed before fulfilment begins.

If your order has not entered fulfilment or been dispatched, we will cancel it and issue a full refund to your original payment method.

After 12 hours, we may be unable to stop the order if it has already entered fulfilment or been dispatched. If this happens, you can request a return after receiving the order by following the procedure set out in this policy.

We do not charge a cancellation or restocking fee.

The 12-hour period only relates to our ability to stop an order before dispatch. It does not affect your statutory right to cancel an eligible online purchase after delivery.

Your Right to Cancel an Online Order

For most products purchased online, you have the right to tell us that you wish to cancel within 14 days of receiving your order, without providing a reason.

After notifying us, you should return the eligible item within 14 days.

Our voluntary 30-day returns policy gives you additional time to request an eligible return. Your statutory consumer rights are not affected.

Hygiene-Sealed Products

Some Hexecare products may be supplied with a hygiene seal for health and hygiene reasons.

Unless the product is faulty, damaged or incorrect, we cannot accept a change-of-mind return if the hygiene seal has been removed, broken or damaged after delivery.

You may inspect the product and its packaging, but please do not remove a hygiene seal unless you intend to keep the item.

This restriction does not affect your rights where the product is faulty, damaged, not as described or incorrectly supplied.

Faulty, Damaged or Incorrect Items

Please inspect your order after delivery and contact us promptly if:

  • The item is faulty

  • The item arrived damaged

  • You received the wrong product

  • An item is missing from your order

  • The product is materially different from its description

We may ask you to provide photographs of the item, packaging and shipping label so that we can assess the issue.

Where an item is confirmed as faulty, damaged or incorrect, we will provide an appropriate resolution. Depending on the circumstances and your statutory rights, this may include:

  • A replacement

  • A full refund

  • A refund for the affected item

  • Another appropriate solution agreed with you

We will cover the reasonable return postage cost for faulty, damaged or incorrectly supplied products.

Missing or Lost Parcels

If your tracking information shows that the parcel has been delivered but you cannot locate it, please:

  • Check around the delivery address and any designated safe place

  • Ask members of your household or neighbours whether they accepted it

  • Review any delivery photograph or notification supplied by the courier

  • Contact us if the parcel still cannot be found

We will investigate the delivery with the relevant delivery partner.

If the parcel is confirmed as lost or has not been correctly delivered, we will provide an appropriate resolution, which may include a replacement or refund.

We will remain your main point of contact while the investigation is in progress.

Incomplete Orders

Some orders may be delivered in more than one parcel. Separate parcels may arrive on different days and may have different tracking numbers.

If you have received all expected parcels but an item is still missing, please contact us and provide:

  • Your order number

  • The name of the missing item

  • Photographs of the items received

  • Photographs of the parcel, packaging and shipping label

We will investigate and advise you of the available resolution.

Refunds

Once we have received and inspected your return, we will email you to confirm whether the refund has been approved.

Approved refunds will normally be processed to your original payment method within 2 working days.

Although we process refunds promptly, your bank, card issuer or payment provider may require additional time before the funds appear in your account.

If more than 5 working days have passed since we confirmed that your refund was processed, please contact us at service@hexecare.com.

Exchanges

If you received a faulty, damaged or incorrect item, please contact us so that we can arrange a suitable replacement or refund.

For a different colour, size or product, the quickest option is normally to return the original item and place a new order separately.

This helps ensure that the replacement item is available and can be dispatched without unnecessary delay.

Non-Returnable Items

We cannot accept change-of-mind returns for:

  • Hygiene-sealed products after the seal has been removed or broken

  • Items that have been worn, washed, used or damaged after delivery

  • Items that are missing their original labels, packaging or accessories

  • Personalised or custom-made products

  • Items returned more than 30 days after delivery, unless required by law

These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or where your statutory rights provide otherwise.

Contact Us

For help with a cancellation, return, replacement or refund, please contact our customer service team.

Email: service@hexecare.com
Customer Support: +44 1865 589830
Address: 204 Highfield Road, Keighley, BD21 2RN, United Kingdom

Customer Service Opening Hours

Monday–Saturday: 9:00 am–10:00 pm
Sunday: 10:00 am–5:00 pm
All opening hours are shown in UK time.

We aim to respond to customer enquiries as quickly as possible during our stated opening hours.