At HEX Miners, customer satisfaction is our priority. If you’re not fully satisfied with your purchase, this policy outlines how returns, exchanges, and refunds are handled.
1. Pre-Order Cancellations
If you’ve placed a pre-order, you may cancel it at any time prior to shipment for a full refund. To cancel a pre-order, please contact our support team in writing.
2. Returning Products You No Longer Want
If you change your mind after receiving your product, you can return it within 30 days of delivery for a full refund. Products must be unused, in their original condition and packaging. Returns must be pre-authorized — please contact our customer service team to obtain a return authorization number.
Return shipping is free within the 30-day window. Refunds will be issued once the product has been inspected and approved.
3. Faulty or Malfunctioning Equipment
If your item develops a fault within 30 days of delivery, we will arrange for a return and offer a replacement or full refund, including shipping. After 30 days, your product remains covered under our 1-year extended international warranty.
In both cases, HEX Miners covers all associated shipping costs.
4. Damaged Deliveries
If your order arrives damaged, please notify us within 5 days of the scheduled delivery date provided by the courier. We will arrange a replacement or full refund immediately upon confirmation. For best results, please retain the original packaging and provide photos of the damage when contacting support.
5. Missing or Incorrect Items
If you receive the wrong item, or part of your order is missing, please contact us within 7 days of the delivery date. We will promptly arrange to send the correct item or replace the missing part at no additional cost.
6. Packaging and Return Requirements
When returning any item, please ensure it is packaged securely using the original packaging. We strongly advise following our packaging guidelines. HEX Miners cannot be held responsible for returned items lost or damaged in transit if packaging instructions are not followed.
7. Additional Shipping Insurance
For high-value orders, additional shipping insurance is available at a cost of 2% of the product value. This optional service must be arranged prior to placing your order. Please contact us at [email protected] to request this service.
8. How to Start a Return
To initiate a return, please contact our customer service team at [email protected] to obtain a return authorization number and instructions for return or complete the return form on our website.
9. Refund Processing Time
Refunds are typically processed within 3–5 business days of receiving the returned item. Funds will be credited to the original payment method.
10. Contact Information
For any questions regarding returns, exchanges, or warranty claims, please contact:
HEX OFFSHORE LIMITED
Registration Number: 121534
Registered Office: 3rd Floor, 44 Esplanade, St. Helier, JE4 9WG, Jersey