Exchange & Return Policy

Welcome to Hexa Souq, operated by Hexa Brothers Company. Customer satisfaction is our priority. Please read our Exchange & Return Policy carefully before making a purchase.

1. Return Eligibility

Products may be returned if:
  • The item was received damaged or defective.
  • The wrong product was delivered.
  • The item is unused, unopened, and in its original packaging.
  • The return request is submitted within 7 days of receiving the order.

2. Exchange Eligibility

Products may be exchanged when:
  • A manufacturing defect is confirmed.
  • The wrong item was delivered.
  • The product remains unused and in its original condition.
Exchange requests are subject to stock availability.

3. Non-Returnable Items

The following items cannot be returned or exchanged unless they are defective:
  • Personal care and hygiene products after opening.
  • Cosmetics and skincare products that have been opened or used.
  • Food and beverages.
  • Customized or personalized products.
  • Gift cards.
  • Clearance or final sale items.

4. Refunds

Once the returned item has been inspected and approved:
  • Refunds will be processed using the original payment method.
  • Refund processing may take 7–14 business days, depending on your payment provider.
Shipping fees are non-refundable unless the return is due to our error.

5. Damaged or Incorrect Orders

If you receive a damaged or incorrect product, please contact us within 48 hours of delivery and provide photos of the item and packaging.

6. Return Shipping

If the return is due to our mistake, Hexa Souq will cover the return shipping cost.
For all other eligible returns, the customer may be responsible for return shipping charges.

7. Order Cancellation

Orders may be cancelled before they are shipped.
Once an order has been dispatched, cancellation is no longer possible, and the standard return process will apply.

8. Contact Us

Hexa Brothers Company
📧 Email: [email protected]
📞 Mobile: +966 59 230 8184
📍 Kingdom of Saudi Arabia