Legal Information

Here you will find our shipping & return policies documentation.

Shipping & Return Policies

1. Our Guarantee

Hardware purchased from us is warranted against defects in materials and workmanship for a period of two years from placing the order. This is a “Return to Factory” warranty, meaning defective hardware must be returned to us at the customer’s expense. We will ship repaired or replacement goods to the customer at our expense using a comparable method of shipment.

You must contact us via email and receive a Return Authorization prior to returning any merchandise.

2. Our Guarantee and 30-day return policy

If you are not satisfied with our product for any reason within 30 days from the date of purchase you may return the tool to us for a full refund, less any shipping, taxes and duties. Software that has been purchased and downloaded is NOT covered by the 30-day return policy. NO refunds will be issued on Software that has been downloaded.

You must contact us via email and receive a Return Authorization prior to returning any merchandise. This must be done within the 30-days of receiving the product.

The refund is subject to the following conditions:

  • The complete product must be returned to us at the customer’s expense, using an online trackable shipping method (trackable door-to-door, e.g. FedEx, UPS etc.) that also requires a signature at delivery. You must notify us as you have shipped it, and you must provide the tracking number. AIRMAIL is NOT fully trackable and is NOT an acceptable shipping method. If you are unsure, ask.
  • The product must be in good resalable condition. Any damaged or tampered devices will NOT be refunded. The refund will only be issued once the device has been received and inspected.
  • This return policy only applies to customers who purchased directly from our hexinnovate.com online shop.
  • This does not mean that we are in the tool lending business! This return policy can only be used once by any person or business.

Software (example: GS-911 for Android, purchased from the Android Market) that has been downloaded is NOT covered by the 30-day return policy.

  • No refunds will be issued on Software that has been downloaded

If you would like more information regarding a return please e-mail returns@hexinnovate.com 

3. Shipping

We ship products from Monday to Friday and aim to have your product shipped to you within 2 business days of receiving payment confirmation.

Orders are shipped using Royal Mail and DPD Couriers. In order to ensure the safe delivery of your product, we use a “special delivery” service, which requires signature upon receipt.

4. Customs Declaration

All international orders are shipped with the actual price of the item declared on the customs form. Any import duties or taxes will need to be paid by the buyer. Please do not ask us to misrepresent the value of the item or mark it as a gift or commercial sample.