Due to hygiene and health protection reasons, underwear products cannot be returned or exchanged once the hygiene seal has been removed, the item has been worn, washed, or damaged after delivery.
we kindly ask customers to choose their size carefully before purchasing.
Eligible Returns
Returns may only be accepted if:
The product is unused and unworn
The hygiene seal remains intact
The original packaging is undamaged
The request is made within 14 days of delivery (EU Consumer Law)
HeX Underwear reserves the right to refuse returns that do not meet these conditions
NON-Returnable Items
For hygiene reasons, we do not accept returns or exchanges for
Worn underwear
Items Without hygiene seal
Washed items
Discounted / Promotional items (unless defective)
Defective or Incorrect Items
If you receive:
A defective item
A damaged product
the wrong item
you must contact us within 48 hours of delivery at:
geral@hexunderwear.com
Please include:
Order number
Clear photos of the issue
After verification , we will offer a replacement or refund.
Refund Process
Approved refunds will be processed to the original payment method within 5-10 business days after inspection of the returned product.
Shipping costs are not refundable unless the return is due to our error.
Right To Refusal
HeX Underwear reserves the right to deny return that does not comply with this policy.