We do not accept returns for change of mind. Every Hexa Hang is hand-inspected in our Kolkata workshop before dispatch, so a defective unit rarely makes it to your door. This policy explains the narrow set of circumstances in which we will always make things right.
In this Policy, "business day" means Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays observed in Kolkata, West Bengal.
1. Our Position: Defects Only
Hexa Hang operates a defects-only returns policy. We do not accept returns for any reason other than transit damage, a fulfilment error, or a confirmed manufacturing defect — and even these are rare because of how we work.
Every Hexa Hang display holder is made to order, handcrafted in our Kolkata workshop from natural wood, and hand-inspected by us before dispatch. Units that fail our quality check are scrapped, not shipped. We do this because brand integrity matters more to us than a saved unit.
What this means for you:
- A manufacturing defect on arrival is extremely rare
- If transit damage or a fulfilment error occurs, it is handled strictly and fairly through the Refund Policy
- Aesthetic returns are not accepted — the grain pattern, knot placement, and tonal character of your piece will differ from product photography; this is the design premise, not a flaw
Nothing in this Policy limits your statutory rights under the Consumer Protection Act, 2019 or any other applicable Indian law.
2. What Qualifies as a Defect
Structural defects:
- Cracks, fractures, or breaks in the wooden body present at delivery
- Broken or missing mounting hardware specified in the product listing
- Delamination or joint failure present at delivery
Finish defects:
- Finish failure (peeling, flaking, or bubbling) that impairs structural integrity or prevents the product from performing its primary function of displaying medals securely
Transit damage: Visible damage to the product or its packaging caused during shipping. See the Refund Policy for the 72-hour reporting requirement and packaging evidence rules.
Fulfilment errors:
- Wrong product shipped (different size or model from what was ordered)
- Missing components specified in the product listing
Explicitly not a defect:
- Natural wood grain pattern differences between your product and Site photography
- Colour variation due to screen calibration or monitor settings
- Tonal variation between pieces in a multi-unit order — each piece is individual
- Any damage sustained after delivery
3. How to Initiate
If you believe your product qualifies under Section 2:
- Review the eligibility criteria above
- Submit a report via the Refund Policy process, using the appropriate reporting window: transit damage — 72 hours from delivery; fulfilment error — 7 business days; manufacturing defect — 7 business days. Claims reported after the applicable window will nevertheless be considered where the evidence reasonably indicates that the defect or damage existed at the time of delivery.
- Email returns@hexahang.com — Subject: Defect Report — Order #[your order ID]
Physical return of the product is the default requirement. Hexa Hang may, based on a reasonable assessment of the available evidence, the surrounding circumstances, and applicable law, and on a case-by-case basis, waive the physical return requirement where photographic evidence alone is conclusive. This determination is communicated to you along with the decision on your claim. Where return is required, Hexa Hang arranges and pays for return shipping for confirmed claims.
For the full reporting process, evidence requirements, inspection procedure, and refund timeline, see the Refund Policy.
4. No Exchanges
Hexa Hang does not offer product exchanges. Our resolution model is refund and reorder.
Because no two pieces are the same by design, we cannot guarantee a like-for-like replacement. A full refund to your original payment method is the most honest resolution — you may then choose to reorder at the current price if you wish.
This means:
- We do not offer size exchanges
- We do not offer finish exchanges
- We do not hold replacement stock for swap purposes
5. Contact
- Email: returns@hexahang.com
- WhatsApp: +91 62934 01030 (responses during business hours only)
- Acknowledgement SLA: Within 1 business day
- Business hours: Monday–Friday, 10:00 AM – 6:00 PM IST, excluding public holidays observed in Kolkata
For the full defect reporting and refund process, see the Refund Policy.