Refund policy

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. If you order multiple goods delivered separately, the period runs from the day you acquire possession of the last good.

To exercise the right of withdrawal, you must inform us (Hexcraft Oy, Satelliitinkatu 1, 37140 Nokia, Finland, phone +358 45 861 9591, email customerservice@hexcraft.fi) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the model withdrawal form below, but it is not obligatory.

You can also exercise your right of withdrawal online at hexedcosmetics.com/pages/withdraw-contract. If you use this online function, we will send you an acknowledgement of receipt on a durable medium (e.g. by email) without delay, stating the content of your withdrawal and the date and time it was received.

To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (except supplementary costs resulting from your choice of a delivery type other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; you will not incur any fees as a result. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

You shall send back the goods to Hexcraft Oy, Satelliitinkatu 1, 37140 Nokia, Finland without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

Exception

The right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery.

In our range this applies in particular to cosmetics, skincare and hair-care products, perfumes and reed diffusers whose seal, protective film or cap has been opened or removed after delivery, and to candles that have been lit. You may inspect these products the way you would in a shop (for example look at the packaging and the item), but once the seal is broken or the product has been used, it can no longer be returned under the right of withdrawal. Your statutory rights in case of a defective product are not affected.

Unopened and unused products in their original sealed packaging can be returned within the 14-day withdrawal period as described above.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To Hexcraft Oy, Satelliitinkatu 1, 37140 Nokia, Finland, email customerservice@hexcraft.fi:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.

Damaged, defective or incorrect items

If your item arrives damaged or defective, or you have received the wrong product, please contact us at customerservice@hexcraft.fi. Photos of the product, any visible damage, the packaging and the shipping label help us resolve it quickly. Your statutory rights for non-conforming goods apply in full; in these cases we cover the return costs.

Exchanges

We do not offer direct exchanges. If you would like a different product, you can withdraw from your purchase as described above and place a new order.

Questions

If you have any questions about withdrawals, returns or refunds, contact us at customerservice@hexcraft.fi.