Return and Refund Policy

Return / Refund Policy

Order Cancellation

• Orders can only be canceled before they are invoiced for delivery. Once an order is invoiced, packed, or dispatched, it cannot be canceled.
• To cancel an order, customers can use the "Cancel" button on the website. Upon successful cancellation, refunds for prepaid orders will be processed through the original payment method.
• If the delivery does not occur within 7 days from the order date, an automatic refund will be initiated to the customer's account.

Return Policy

Products can be returned within 72 hours of delivery under the following conditions:

1. The product is damaged or defective.
2. An incorrect product was delivered.
3. Returns will incur delivery charges.
4. Online purchases are not eligible for exchanges.

General Rules for Returns:

1. If Hexa Trading WLL is unable to process a replacement for any reason, a refund will be issued.
2. Missing or defective accessories may be replaced or refunded at Hexa Trading WLL's discretion.
3. For products requiring installation by Hexa Trading WLL’s service partners, do not open the packaging yourself. Authorized personnel will handle unboxing and installation.
4. For large items such as outdoor toys, issues will be addressed by replacing defective parts. A full replacement will be provided only if service personnel determine that part replacement will not resolve the issue.
5. If a delivery confirmation is received but the product has not been delivered, report the issue within 7 days of the confirmation to Hexa Trading WLL for investigation.
6. Specific products may have unique return policies outlined on their respective product pages, which will override the general return policy.

Non-Eligible Products for Return/Replacement:

• Damage caused by misuse.
• Incidental damage from product malfunction.
• Consumable items that have been used or installed.
• Products with tampered or missing serial/UPC numbers.
• Digital products/services (e.g., music downloads).
• Items not covered under the manufacturer’s warranty.
• Products missing original packaging or accessories.
• Customized, made-to-order items.

Refund Policy

• Refunds for prepaid orders will be processed through the original payment method. Alternatively, manual refunds may occur with prior approval, and the accounts department will contact the customer directly.
• Refunds typically take 8-13 business days to reflect in the account.

Refund Guidelines:

1. For transactions other than Cash on Delivery (COD), refunds will be credited to the original issuing bank or another available method.
2. For COD transactions, refunds will be processed through electronic transfers, manual transactions, or value coupons.
3. Refunds will be issued in Qatari Riyal (QR) and will be equivalent to the transaction amount received in QR.