Return Policy Hexapaws: Hassle-Free Returns & Satisfaction Guarantee

Hexapaws Return Policy

At Hexapaws, your satisfaction is our top priority. If you're unsatisfied with your purchase for any reason, we’re here to help.

Eligibility for Returns

• Time Frame: You have 30 days from the date of delivery to notify us if you wish to return your purchase, whether it's one of our custom dog ramps or any other piece of modern pet furniture.
• Condition of Items: To be eligible for a return, items must be unused, in the same condition that you received them, and in their original packaging. Items that show signs of wear or damage may not qualify for a full refund.

How to Initiate a Return

• Contact Us: Notify our customer service team at Customersupport@hexapaws.com within 30 days of receiving your product. Please provide your order number, a brief description of the reason for the return, and any relevant photos if the item is damaged or defective.
• Return Authorization: Once your return request is approved, we will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to return the item.

Return Shipping

• Shipping Costs: Customers are responsible for return shipping costs unless the item is defective or incorrect. In such cases, we will provide a prepaid shipping label.
• Packaging: Please ensure that the item is securely packaged to prevent any damage during shipping. We recommend using the original packaging.
• Tracking: We recommend using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item without proof of delivery.

Processing Your Return

• Inspection: Once we receive your return, our team will inspect the item to ensure it meets the eligibility criteria.
• Refunds: If your return is approved, we will process a refund to your original payment method within 5-7 business days. You will receive a confirmation email once the refund has been issued.
• Partial Refunds: In certain situations, only partial refunds may be granted (e.g., for items that are returned in a condition different from their original state).

Exchanges

• Damaged or Defective Items: If your item is defective or damaged upon arrival, we will gladly exchange it for a new one. Please contact us within 30 days, and we will arrange the exchange at no additional cost to you.

Non-Returnable Items

• Custom Products: Due to the personalized nature of custom products, these items are non-refundable unless they arrive damaged or defective.
• Final Sale Items: Products marked as “Final Sale” are not eligible for returns or exchanges.

Satisfaction Guaranteed

At Hexapaws, we stand by the quality of our products and our commitment to customer satisfaction. If for any reason you are not completely happy with your purchase, please reach out to us—we are here to help resolve any issues and ensure both you and your pet are satisfied.

Contact Information

If you have any questions about our return policy or need assistance with your return, please contact us at:

Email: Customersupport@hexapaws.com
Phone: 1-956-394-0824
Customer Support Hours: Mon-Fri 9:00am-5:00pm