Returns & Refunds.
Last updated: May 18, 2026
30-day money-back guarantee. If you're not happy with your HEX order, return any unopened product within 30 days of delivery for a full refund of the item price. We pay the return shipping on US orders.
What can be returned
- Unopened products — full refund of the item price, no questions asked. The protective seal or shrink-wrap must be intact.
- Tools and accessories (LED masks, hair stylers, gua sha, nail kits) — full refund if returned in original packaging and unused condition.
- Damaged, defective, or wrong items — refund or replacement at our cost. See Shipping.
What can't be returned
For health and hygiene reasons, the following are final sale once opened: lipsticks, lip gloss, mascara, eyeliner, foundation, concealer, brushes, and any item that comes in contact with skin or lips. If an opened item is defective, contact us and we'll make it right.
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 in the original box (or any sturdy box), tape the label on, and drop it at any USPS location or schedule a pickup.
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.