Return and Refund Policy
Customer satisfaction is important to us. If a product is not suitable, Hexeli offers an extended return period of 30 days, under the conditions described below.
1. Right of Withdrawal
The consumer customer has a period of 30 days from the receipt of their order to inform Hexeli of their decision to withdraw, without having to provide a reason.
When several products from the same order are delivered separately, the period begins upon receipt of the last product.
The request can be sent:
By email: support@hexeli.com
By phone: 01 84 16 45 42
By mail:
Hexeli
60 rue François 1er
75008 Paris
France
The Customer may use the standard withdrawal form available at the end of this policy, though its use is not mandatory.
2. Return Shipping Period
After informing Hexeli of their decision to withdraw, the Customer has an additional 14 days to ship the product.
Before any shipment, it is strongly recommended to contact customer service at support@hexeli.com to receive instructions adapted to the product.
Failure to contact us beforehand does not nullify the right of withdrawal when it has been exercised within the deadlines and conditions provided by law. However, it may complicate or delay the identification and processing of the return.
3. Condition of Returned Products
Products must be returned complete, with their accessories, manuals, and, as far as possible, their original packaging.
The Customer may handle the product to the extent necessary to verify its nature, characteristics, and proper functioning, as they would have done in a store.
The product must not show traces resulting from handling beyond what is reasonably necessary to examine it.
The Customer may be held responsible for the depreciation of the product resulting notably from:
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prolonged use;
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permanent assembly or installation;
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deterioration, impact, or modification;
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an incomplete return;
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use contrary to instructions;
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or excessive handling.
Any depreciation will be objectively assessed 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 identifying their purchase with the return.
4. Bulky Products
Workshop equipment, slabs, large lighting systems, metal furniture, and other bulky products must be properly disassembled where disassembly is possible and protected for transport.
They must be returned complete, without damage resulting from use, permanent assembly, improper handling, or insufficient packaging.
When the product cannot be returned normally by post, its collection or return must be arranged with a suitable carrier.
The estimated cost of returning a bulky product is indicated on its product page or communicated to the Customer before the order is placed. The Customer can also request this estimate from support@hexeli.com before purchase.
5. Return Shipping Costs
Change of Mind
In case of withdrawal for personal convenience, including a change of mind or an order error, the direct return costs are borne by the Customer.
Incorrect, Damaged, Defective, or Non-Compliant Product
When the product received is incorrect, damaged, incomplete, defective, or non-compliant with the order, Hexeli covers the costs necessary for its compliance under the conditions provided by law.
The Customer must not incur return costs on their own initiative. They must contact support@hexeli.com to receive the procedure and, as appropriate, a prepaid label or collection instructions.
6. Return Address
After informing Hexeli of their 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 suitable for the nature and weight of the product.
7. Proof of Shipment
It is strongly recommended to use a shipping method with tracking and to keep:
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proof of deposit;
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the tracking number;
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photographs of the product before packaging;
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photographs of the closed package;
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and any document related to the shipment.
In case of dispute, the Customer must be able to demonstrate that they returned the product within the applicable period.
Hexeli cannot guarantee receipt of a return shipped without tracking.
8. Refund after Withdrawal
In case of valid withdrawal, Hexeli refunds:
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the price of the products concerned;
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the shipping costs initially paid, up to the cost of the standard delivery method offered during the order.
Any additional costs resulting from choosing a more expensive delivery method than the standard method are not refunded.
The refund will be issued no later than 14 days following the notification of withdrawal.
Hexeli may defer the refund until the product is recovered or until proof of its shipment is received, whichever date is earlier.
The refund is made using the payment method used during the order, unless the Customer expressly agrees to another method that incurs no additional charges.
The time it takes for the refund to appear may then vary depending on the banking institution or payment provider.
9. Depreciation or Incomplete Return
If the product shows depreciation resulting from handling exceeding what is necessary to establish its nature, characteristics, and proper functioning, Hexeli may apply a proportional reduction to the refund.
This reduction is determined based on the product's condition, missing items, and the observed actual loss of value.
The Customer will be informed of the items noted during the inspection of the return.
10. Damaged, Incomplete, or Defective Product Upon 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 the examination of the request, it is recommended to transmit:
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the order number;
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a precise description of the problem;
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photographs of the product;
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photographs of the package and packaging;
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a photograph of the shipping label.
After examination, Hexeli will indicate the applicable procedure and propose a solution compliant with legal guarantees: repair, replacement, sending of the missing item, price reduction, or refund when the conditions are met.
The absence of a photograph does not automatically negate the Customer's rights when they can establish the defect or non-compliance by other means.
11. Legal Guarantee of Conformity
Products benefit from the legal guarantee of conformity for a period of two years from their delivery.
In case of non-conformity, the consumer Customer may request the repair or replacement of the product, subject to legal conditions of feasibility and proportionality.
Compliance is carried out free of charge, without major inconvenience, and within a reasonable period not exceeding 30 days following the request.
When repair or replacement is impossible or does not occur under the conditions provided by law, the Customer may obtain a price reduction or cancellation of the sale in legally provided cases.
This guarantee applies independently of any commercial guarantee that Hexeli may offer.
12. Guarantee Against Hidden Defects
The Customer also benefits from the guarantee against hidden defects provided by articles 1641 to 1649 of the Civil Code.
It applies when a defect not apparent at the time of purchase renders the product unfit for its intended use or significantly diminishes its use.
The Customer can choose between returning the product for a refund or keeping it for a price reduction.
The action must be initiated within two years from the discovery of the defect.
13. Exceptions to the Right of Withdrawal
In accordance with regulations, the right of withdrawal cannot be exercised for:
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products made to the Customer's specifications or clearly personalized;
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products likely to deteriorate or expire quickly;
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unsealed products that cannot be returned for reasons of hygiene or health protection;
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products which, after delivery, have been inseparably mixed with other items;
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other products and services legally excluded from the right of withdrawal.
When an exception concerns a product sold on Hexeli.com, it is indicated before the order is validated.
14. Exchanges
Hexeli does not guarantee the availability of a direct exchange.
When the Customer wishes to obtain another model, dimension, or reference due to a change of mind, they may be asked to return the initial product and then place a new order.
This provision does not limit the Customer's right to request the repair or replacement of a non-compliant product under the legal guarantee.
15. Order Canceled Before Shipment
The Customer can request the cancellation of their order by quickly contacting support@hexeli.com.
When the order has not yet been prepared or handed over to the carrier, Hexeli will do its best to interrupt its processing and proceed with the refund.
If the order has already been shipped, the Customer must exercise their right of withdrawal after receipt or refuse the package when this possibility is expressly confirmed by customer service.
16. Customer Service
For any return, refund, or warranty request:
Email: support@hexeli.com
Phone: 01 84 16 45 42
Customer service is available Monday to Friday, from 9 a.m. to 6 p.m., excluding public holidays.
17. Standard Withdrawal Form
To be completed and sent only if you wish to withdraw from your order.
To the attention of:
Hexeli
60 rue François 1er
75008 Paris
France
support@hexeli.com
I hereby notify you of my withdrawal from the contract for the sale of the following product(s):
Product(s):
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Customer signature, only if sent on paper:
