Refund policy

Returns & Refunds Policy

At Hektux, we do our best to ensure our products meet high standards. This policy explains how returns, refunds, and replacements are handled if something isn’t quite right with your order.

Change of Mind Purchases

We do not accept returns or provide refunds for change of mind, including:

  • Deciding you no longer want the item

  • Ordering the wrong product, size, shade, or quantity

Please choose carefully before placing your order.

Faulty or Damaged Items

If your item arrives faulty or damaged during transit, please contact us as soon as possible after delivery. We may request clear photos, including images of the outer packaging prior to opening.

If confirmed, you may choose:

  • a replacement; or

  • a refund.

Incorrect or Missing Items

If you receive an incorrect item or something is missing from your order, please contact us as soon as possible after receiving your order.

We will arrange the return of the incorrect item at our cost and offer:

  • a replacement; or

  • a refund.

How to Request a Return or Refund

Please notify us within 14 days of receiving your order by contacting us via our contact page or emailing:

📧 info@hektux.com

Please include your order number, a brief description of the issue, and photos where applicable.

How to Return Products

  1. Contact us first so we can confirm eligibility and provide return instructions.

  2. Include your order number and follow any directions provided.

  3. Pack the item(s) securely and send them back as advised.

Refunds & Replacements

Approved refunds will be processed back to the original payment method. Processing times may vary depending on your payment provider.

Replacements are subject to stock availability.

Items Not Eligible for Return

  • Change of mind purchases

  • Used or opened items

  • Items damaged due to misuse

  • Late return requests

Shipping Costs

Original shipping costs are non-refundable unless the item is confirmed to be faulty, damaged, or incorrect.

Checkout Acknowledgement

By placing an order, customers acknowledge and agree to the following:

☐ I acknowledge and agree to the Shipping Policy and Returns & Refunds Policy, including delivery timeframes, exclusions for change of mind, and return requirements.

Due to hygiene reasons, change of mind returns are not accepted. Please choose carefully before completing your purchase.

Contact Details

If you have any questions regarding shipping, returns, or your order, please contact us:

📧 hektux@gmail.com
🕘 Monday to Friday, 9:00am – 4:00pm (AEST)

This document may be updated from time to time. Nothing in these policies limits your rights under Australian Consumer Law.

Thank you for shopping with Hektux.