Returns & Refunds.
Last updated: June 12, 2026
30-day money-back guarantee — opened or unopened. If you're not happy with your HEX order, return any product within 30 days of delivery for a full refund of the item price, whether it has been opened or is still sealed. We pay the return shipping on US orders.
What can be returned
We accept returns of both opened and unopened products within 30 days of delivery:
- Unopened products — full refund of the item price, no questions asked.
- Opened products — full refund of the item price within the 30-day window, even if the seal is broken or the product has been tried.
- Tools and accessories (LED masks, hair stylers, gua sha, nail kits) — opened or unopened, used or unused.
- Damaged, defective, or wrong items — refund or replacement at our cost. See Shipping.
What can't be returned
- Anything returned after the 30-day window.
How to start a return
- Email returns@shophexbeauty.com with your order number and the items you'd like to return.
- We'll reply within 1 business day with a prepaid USPS return label.
- Pack the items (opened or unopened) in the original box (or any sturdy box), tape the label on, and drop it at any USPS location or schedule a pickup.
Return address
All returns ship to:
HEX Returns — Nuzan Promotions and Branding
1050 W. Alameda St #445
Burbank, CA 91506
United States
The prepaid label we send is pre-addressed to this location. If you prefer to use your own carrier, send the package to the address above and email the tracking number to returns@shophexbeauty.com.
When you'll get your refund
Once the carrier marks the return as in transit, we issue the refund within 2 business days — you don't have to wait for the package to reach us. The refund posts to your original payment method. Most banks show the credit within 3–5 business days; some can take up to 10.
Bundle returns
Bundles (3-product sets at 30% off) can be returned whole or partial. If you return part of a bundle, the bundle discount is recalculated against the items you keep, and the refund is for the difference. We'll show you the recalculated total in your return confirmation email.
Exchanges
We don't process exchanges directly — it's faster to return what you have for a refund and place a new order for the shade or product you want. That way the new piece ships immediately rather than waiting for the return to be received.
Late or missing refunds
If 10 business days have passed since the refund email and you don't see the credit, first check with your bank — pending refunds sometimes don't show in the transaction list. If your bank confirms nothing is pending, email help@shophexbeauty.com and we'll trace it.
Contact
Returns: returns@shophexbeauty.com
General help: help@shophexbeauty.com · (818) 555-0199
Hours: Monday–Friday, 9 AM – 5 PM PT.