Refund policy

This English version is provided for convenience. In the event of any discrepancy, the French version prevails.

International customers

United Kingdom

Orders for the United Kingdom are shipped from our warehouse in France with full tracking. Delivery times and shipping costs are shown at checkout before you confirm your order.

Import VAT and duties, where applicable, are shown at checkout or may be collected by the carrier on delivery.

You have 14 days from delivery to cancel your order for any reason and a further 14 days to return it (Consumer Contracts Regulations 2013). Hexeli's extended 30-day return period described in our Returns & Refund Policy also applies to UK orders. Return postage is paid by the customer unless the item is faulty. Faulty items may be rejected for a full refund within 30 days under the Consumer Rights Act 2015. Your statutory rights are not affected.

Hexeli lighting systems are covered by a 5-Year Limited Warranty — in addition to your statutory rights.

United States

Orders for the United States ship from France via express carrier with full tracking. Delivery times and shipping costs are shown at checkout.

Import duties and sales tax, where applicable, are shown at checkout or collected by the carrier on delivery.

30-Day Returns — return any unused kit in its original packaging within 30 days of delivery for a full refund of the product price. Return shipping is paid by the customer unless the item arrived damaged or defective. No restocking fee.

Support: support@hexeli.com · Mon–Fri, 9 AM–6 PM CET (3 AM–12 PM EST)

Our Customers' satisfaction matters. If a product is not right for you, Hexeli grants an extended return period of 30 days, under the conditions described below.

1. Withdrawal period

The consumer Customer has 30 days from receipt of their order to inform Hexeli of their decision to withdraw, without having to give any reason.

Where several products from the same order are delivered separately, the period starts on receipt of the last product.

The request may be sent:

By email: support@hexeli.com
By phone: +33 1 84 16 45 42

By post:
Hexeli 
60 rue François 1er
75008 Paris
France

The Customer may use the model withdrawal form available at the end of this policy, although its use is not mandatory.

2. Time limit for shipping the return

After informing Hexeli of their decision to withdraw, the Customer has 14 additional days to ship the product.

Before shipping anything, it is strongly recommended to contact customer service at support@hexeli.com to receive instructions suited to the product.

Failure to make prior contact does not remove the right of withdrawal where it has been exercised within the time limits and conditions provided for by law. It may, however, complicate or slow down the identification and processing of the return.

3. Condition of returned products

Products must be returned complete with all the items originally supplied, in particular the LED bars, connectors, power supplies, cables, mounting hardware, accessories and instructions corresponding to the product concerned.

They must also be returned, as far as possible, in their original packaging.

The Customer may handle the product to the extent necessary to check its nature, characteristics and proper functioning, as they could reasonably have done in a store.

The product must not show signs of handling beyond what is reasonably necessary to examine it.

The Customer may be held liable for any diminished value of the product resulting in particular from:

  • prolonged use;

  • permanent assembly or installation;

  • an electrical connection going beyond what is necessary to check the product;

  • damage, impact or modification;

  • missing items, components or accessories;

  • use contrary to the instructions;

  • or excessive handling.

Any diminished value will be assessed objectively based on the actual condition of the product. It does not automatically deprive the Customer of their full refund.

The Customer must include their order number or any other item allowing their purchase to be identified with the return.

4. Returning lighting systems

Hexeli lighting systems may consist of several LED bars, connectors, power supplies, cables, mounting hardware and accessories.

When returning a complete kit, all the components originally supplied with the product must be returned.

Where the system has been assembled for checking, it must be properly disassembled where this is possible without damage and carefully protected for transport.

The various components must be packed so as to avoid impacts, scratches, deformation or damage during transport.

Where the dimensions or weight of the parcel do not allow a standard postal return, the Customer must use a suitable carrier.

The Customer may contact support@hexeli.com before shipping to obtain the information needed to return their lighting system.

5. Return costs

Change of mind

In the event of withdrawal for personal convenience, in particular a change of mind or an error in the dimensions, configuration or reference ordered, the direct cost of returning the goods is borne by the Customer.

Incorrect, damaged, defective or non-conforming product

Where the product received is incorrect, damaged, incomplete, defective or does not conform to the order, Hexeli bears the costs necessary to bring it into conformity under the conditions provided for by law.

The Customer must not incur return costs on their own initiative.

They must contact support@hexeli.com to receive the applicable procedure and, as the case may be, a prepaid label or the instructions required for collection or return of the product.

6. Return address

After informing Hexeli of the return, the product must be sent to the following address:

Hexeli – Returns Department
60 rue François 1er
75008 Paris
France

A return sent to another address may not be identified or processed correctly.

The Customer must use packaging suited to the nature, dimensions and weight of the product.

7. Proof of shipment

It is strongly recommended to use a tracked shipping method and to keep:

  • the proof of posting;

  • the tracking number;

  • photographs of the product and its various components before packing;

  • photographs of the sealed parcel;

  • and any supporting document relating to the shipment.

In the event of a dispute, the Customer must be able to demonstrate that they returned the product within the applicable time limit.

Hexeli cannot guarantee receipt of a return shipped without tracking.

8. Refund after withdrawal

In the event of a valid withdrawal, Hexeli refunds:

  • the price of the products concerned;

  • the delivery costs originally paid, up to the cost of the standard delivery method offered at the time of ordering.

Any additional costs resulting from the choice of a delivery method more expensive than the standard method are not refunded.

The refund is made no later than 14 days after notification of the withdrawal.

Hexeli may defer the refund until the product has been recovered or until proof of its shipment has been received, whichever comes first.

The refund is made using the payment method used for the order, unless the Customer expressly agrees to another method that does not incur any additional costs.

The time it takes for the refund to appear may then vary depending on the bank or payment provider.

9. Diminished value or incomplete return

If the product shows diminished value resulting from handling beyond what is necessary to establish its nature, characteristics and proper functioning, Hexeli may apply a proportionate reduction of the refund under the conditions provided for by applicable regulations.

This reduction is determined based on the condition of the product, any signs of assembly or use, missing components or accessories and the actual loss of value observed.

The Customer will be informed of the findings made during inspection of the return.

10. Product damaged, incomplete or defective on receipt

If a product arrives damaged, incomplete, incorrect or defective, the Customer must contact Hexeli as soon as possible at:

support@hexeli.com

To facilitate review of the request, it is recommended to provide:

  • the order number;

  • a precise description of the problem;

  • photographs of the product or component concerned;

  • photographs of the parcel and packaging;

  • a photograph of the shipping label.

For a lighting system made up of several items, Hexeli may also ask the Customer to identify the component concerned in order to determine the origin of the problem.

After review, Hexeli will indicate the applicable procedure and offer a solution in accordance with the legal guarantees: repair, replacement, shipment of the missing or defective item or component, price reduction or refund where the conditions are met.

The absence of a photograph does not automatically remove the Customer's rights where they can establish the defect or non-conformity by other means.

11. Legal guarantee of conformity

Products are covered by the legal guarantee of conformity for a period of two years from their delivery, in accordance with Articles L.217-3 et seq. of the French Consumer Code (Code de la consommation).

In the event of a lack of conformity, the consumer Customer may request repair or replacement of the product under the conditions provided for by law.

Bringing the product into conformity is carried out at no cost to the Customer and without major inconvenience, under the conditions and within the time limits provided for by applicable regulations.

Where repair or replacement is impossible or does not take place under the conditions provided for by law, the Customer may obtain a price reduction or rescission of the sale in the cases provided for by law.

This guarantee applies independently of any commercial warranty that Hexeli may offer.

12. Guarantee against hidden defects

The Customer also benefits from the guarantee against hidden defects provided for in Articles 1641 to 1649 of the French Civil Code (Code civil).

It applies where a defect that was not apparent at the time of purchase renders the product unfit for its intended use or significantly reduces its use.

The Customer may, under the conditions provided for by law, choose between returning the product for a refund or keeping it in exchange for a price reduction.

The action must be brought within two years of discovery of the defect.

13. Hexeli commercial warranty

In addition to the legal guarantees, Hexeli lighting systems may be covered by a 5-year commercial warranty where this duration is stated on the relevant product page.

This warranty covers, under the conditions set out in the applicable commercial warranty, malfunctions or failures of the product or its components occurring in the course of normal use in accordance with the instructions.

Depending on the nature of the problem observed, Hexeli may in particular replace or supply the component concerned.

The commercial warranty does not cover, in particular, damage resulting from:

  • improper installation;

  • an incorrect electrical connection;

  • modification of the product, wiring or connectors;

  • use contrary to the instructions;

  • an impact or damage occurring after delivery;

  • use incompatible with the product's technical specifications;

  • normal wear and tear;

  • or a cause external to the product.

This commercial warranty is in addition to the legal guarantees and does not limit any of the rights granted to the Customer by law.

14. Exceptions to the right of withdrawal

In accordance with applicable regulations, the right of withdrawal cannot be exercised, in particular, for:

  • products made to the Customer's specifications or clearly personalized;

  • other products or services legally excluded from the right of withdrawal.

Where an exception actually applies to a product sold on Hexeli.com, it is indicated before the order is confirmed.

Simply opening the packaging of a standard lighting system or reasonably examining the product does not, in itself, remove the right of withdrawal.

15. Exchanges

Hexeli does not guarantee the availability of a direct exchange.

Where the Customer wishes to obtain a different size, configuration or reference following a change of mind, they may be asked to return the original product and then place a new order.

This provision does not limit the Customer's right to request repair or replacement of a non-conforming product under the legal guarantee.

16. Order canceled before shipment

The Customer may request cancellation of their order by promptly contacting:

support@hexeli.com

Where the order has not yet been prepared or handed over to the carrier, Hexeli will do its best to stop processing and issue a refund.

If the order has already been shipped, the Customer may exercise their right of withdrawal under the conditions set out in this policy.

17. Customer service

For any return, refund or warranty request:

Email: support@hexeli.com
Phone: +33 1 84 16 45 42

Customer service is available Monday to Friday, 9 a.m. to 6 p.m. (Paris time), excluding public holidays.

18. Model withdrawal form

Complete and return this form only if you wish to withdraw from your order.

To:

Hexeli 
60 rue François 1er
75008 Paris
France
support@hexeli.com

I hereby give notice that I withdraw from my contract of sale of the following product(s):

Product(s):

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Date:

Customer signature, only if this form is sent on paper: