1 Purpose
This Return and Refund Policy establishes the guidelines for returns, replacements, credits, and refunds for products supplied by Hexolutions Inc.
2 Scope
This policy applies to imported goods, locally sourced products, customized products, specially procured items, and trading transactions unless otherwise stated in a written agreement.
3 Definitions
Customer means the buyer or purchasing entity. Product means goods supplied by the Company. Order Confirmation means written acceptance of a quotation, purchase order, or sales agreement.
4 Eligible Returns
Returns or replacements may be considered for:
- Defective products;
- Incorrect products supplied by the Company;
- Material shortage in delivered quantity;
- Products materially different from approved specifications.
5 Return Request Requirements
Customers must notify the Company within seven (7) calendar days from receipt for visible defects, damages, shortages, or incorrect deliveries. Supporting documents may include invoice, purchase order, delivery receipt, photos, and videos.
6 Inspection and Approval
All claims are subject to inspection and verification. The Company shall determine the appropriate remedy, including replacement, repair, credit, or refund.
7 Non-Returnable Items
The following are generally not eligible for return:
- Change of mind purchases;
- Incorrect customer ordering;
- Customized, personalized, private label, or made-to-order products;
- Specially imported or procured products;
- Used, altered, damaged, or incomplete products;
- Clearance items unless otherwise agreed.
8 Refund Terms
Approved refunds may be subject to deductions for non-recoverable costs including freight, customs duties, taxes, bank charges, supplier charges, brokerage fees, and other documented expenses.
9 Refund Processing
Approved refunds will normally be processed within fifteen (15) business days after final approval and completion of requirements.
10 Legal Compliance
This policy shall be interpreted in accordance with applicable Philippine laws and regulations.