Refund Policy

We offer a 30-day return period, meaning you have 30 days from the date you receive your item to request a return.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused, in the same condition you received it, and in its original packaging
  • You must provide proof of purchase

Once a cushion has been used, it may show signs of wear or compression and may not be eligible for return unless it is faulty or does not meet consumer guarantees

Valid Reasons for Return

We accept returns or refunds in the following cases:

  • The item is damaged, defective, or faulty
  • The item is incorrect or not as described

We do not offer refunds for change-of-mind purchases, including reasons related to personal preference, comfort, or incorrect selection.

Orders in Transit

  • Refunds cannot be issued while an order is in transit
  • If a parcel is confirmed lost by the courier, a replacement or refund will be issued

Incorrect Shipping Details

Please ensure your shipping details are correct at checkout.

We are unable to offer refunds for orders delivered to an incorrect address provided by the customer.

Duplicate or Accidental Orders

We are not obligated to provide refunds for duplicate or accidental purchases. However, please contact us as soon as possible and we will do our best to assist.

Returns Process

  • Return shipping costs are the responsibility of the customer, unless the item is faulty, damaged, or incorrect
  • To start a return, contact us at info@hexacomfort.com
  • We will provide return instructions and the return address

⚠️ Please do not send items back without contacting us first — unauthorised returns will not be accepted

Cancelling or Modifying Your Order

You may cancel or modify your order within 3 hours of placing it.

After this time, your order may already be processed and changes may not be possible.

All requests must be submitted via email to info@hexacomfort.com
Messages sent to other email addresses or via social media are not considered valid for order changes.

Damaged, Faulty, or Incorrect Items

Please inspect your order upon arrival.

If your item is damaged, defective, or incorrect, contact us immediately with photo evidence, and we will resolve the issue as quickly as possible.

Refunds

Once your return is approved:

  • Refunds will be issued to your original payment method within 10 business days
  • Your bank or payment provider may take additional time to process the refund

If more than 15 business days have passed since your refund was approved, please contact us.