Refund policy

REFUND AND RETURN POLICY

Thank you for shopping with HEXYLE! We stand behind the premium quality and craftsmanship of our products. If you are not entirely satisfied with your purchase, we are here to help you understand our return and refund process.

1. 30-Day Right of Withdrawal

In accordance with European Union consumer protection regulations and Government Decree 45/2014 (II. 26.), customers have the right to withdraw from their purchase within 30 calendar days without giving any reason.

  • Expiration of the Withdrawal Period: The withdrawal period expires 30 days after the day you, or a third party indicated by you, physically receive the products.

  • Notification Requirement: To exercise your right of withdrawal, you must inform us of your decision by sending a clear, written statement to our official customer service email address.

2. Exceptions to the Right of Withdrawal (Custom-Made Products)

Please Note: According to Article 16(c) of Directive 2011/83/EU and Hungarian Government Decree 45/2014 (II. 26.) Section 29 (1)(c), the right of withdrawal does not apply to the supply of goods made to the consumer’s specifications or clearly personalized.

  • Standard / Stock Products: If you purchased standard, pre-manufactured panels directly from our catalog, you are fully entitled to the 14-day right of withdrawal.

  • Custom Orders (Hexyle Studio / Visualizer): If your wall panels were manufactured based on your unique specifications, custom material selections (such as specific wood veneers, stone, or preserved moss combinations), or custom layouts designed via our visualization tool, the order cannot be canceled, returned, or refunded once production has commenced.

3. Return Conditions (For Eligible Standard Products)

To qualify for a refund, returned items must meet the following strict criteria:

  • The products must be in their original, pristine, and undamaged condition.

  • The items must show no signs of use, installation, gluing, or mounting on any surface.

  • The products must be returned in their original, secure packaging to ensure the premium natural surfaces are protected during transit.

Return Shipping Costs: The direct cost of returning the goods is the sole responsibility of the buyer. We cannot accept cash-on-delivery (COD) or collect-on-delivery shipments.

Return Shipping Address: HEXYLE Kereskedelmi és Szolgáltató Kft. Hungary, 9090 Pannonhalma, Gizella Királyné útja 12.

4. Damaged or Defective Items (Statutory Warranty)

We conduct rigorous quality control before dispatching any order. However, if your product arrives damaged or features a manufacturing defect:

  • Please inspect the packaging in the presence of the courier upon delivery. If visible damage is present, request a formal damage report (jegyzőkönyv) from the courier.

  • Please send clear photographs of the defect/damage along with your order details to our customer service email within 48 hours of receipt.

  • Upon validation, we will replace the defective panel free of charge or issue a full refund.

5. Refund Process

Once your return is received at our facility and inspected for compliance with our return conditions, we will send you an email notifying you of the approval or rejection of your refund.

  • Upon Approval: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 30 business days.

  • Payment Method: Refunds will strictly be issued using the same payment method used for the initial transaction (e.g., credited back to your PayPal Business account or the credit/debit card associated with your bank transaction).