Returns & Refunds

Return policy

Free returns. Items purchased may be returned to the same country of purchase for up to 7 days after the original delivery date. For a change-of-mind return, items must be in new condition with original tags attached.

Refund processing times vary depending on your bank or payment provider. Items returned online may take between 5–7 business days to process once an item has been delivered to our warehouse.

How to start a free return

1. Request a return in Account – Orders. Choose a reason and upload 1–3 clear product photos.
2. After your return is approved, you will receive a return label within 3 business days.
3. Pack your product(s).
4. Print your return label at your courier.
5. Drop off your package at your nearest USPS return location, then open the order in Account – Orders and click “I dropped off my return.”
6. After we receive your package, please allow 5–7 business days for the refund to appear in your account.

Incorrect orders

If you receive an incorrect item, open the order in Account – Orders, choose the incorrect-item return reason, and upload 1–3 clear product photos. After we confirm the issue, HEXI will cover the shipping cost and send the correct item. We will also add a one-time 30% off coupon to your HEXI account.

Damaged or lost packages

If your delivered item is damaged, open the order in Account – Orders, choose a replacement or refund, and upload 1–3 clear product photos. After HEXI confirms the damage, you may receive a replacement shipment or a refund to the original payment method. HEXI covers the return or replacement shipping cost and adds a one-time 30% off coupon to your account. For a lost or delayed package, contact us so we can investigate with USPS.

Contact

For shipping, return, or order help, email hexi-supports@hexi-herbal-incense.com. Customer support is available 9 a.m.–9 p.m. Eastern Time.