Refund policy
Shipping, Returns & Refund Policy
HEXABIOME ("HEXABIOME," "we," "us," or "our") provides this Shipping, Returns & Refund Policy to explain our shipping, return, refund, and satisfaction guarantee practices for purchases made directly through our website.
By placing an order with HEXABIOME, you agree to the terms of this Policy.
1. Where We Ship
United States. We currently ship within the contiguous United States. We do not currently ship to Alaska, Hawaii, U.S. territories, or APO/FPO/DPO addresses.
International shipping. International shipping is available to select destinations. Availability may vary by destination, product, and applicable import requirements.
Available shipping destinations and shipping options are displayed at checkout and may be subject to applicable service, carrier, or destination restrictions.
2. PO Box Addresses
PO Box delivery may be available for eligible destinations and shipping services. Availability is determined at checkout.
Please ensure that your shipping address, postal or ZIP code, and any other required address information are complete and accurate. We are not responsible for delays or non-delivery resulting from incomplete or inaccurate address information.
3. Order Processing
Orders are generally processed within the next business days. Business days do not include weekends or applicable holidays.
Orders may require additional processing time when address, payment, customs, or other order information requires verification.
4. Shipping Times
After an order has been processed and shipped, typical delivery times are:
- United States: 3–6 business days
- International destinations: 5–10 business days
These delivery times are estimates only and are not guaranteed. Processing time is separate from transit time.
International deliveries may take longer due to customs clearance, weather, carrier conditions, or other circumstances outside our control. International delivery estimates do not include potential customs clearance delays.
5. Shipping Charges
We offer Free Standard Shipping on all orders within the United States. We do not offer expedited shipping options at this time.
Subscription shipping benefits, including any free-shipping benefit, are subject to the terms displayed at checkout and the applicable subscription offer.
Shipping charges may vary based on destination, order type, and applicable promotional terms.
6. Tracking
Once your order has been shipped, tracking information will be provided through the contact information associated with your order. Tracking information may also be available through your order status page.
Tracking information may not become active immediately after shipment. Tracking updates may be delayed during periods of high shipping volume, transfers between carriers, or international customs processing.
7. Address Changes and Order Cancellation
Please carefully review your shipping and order information before completing your purchase.
Once an order has entered processing or fulfillment, we may be unable to change the shipping address or cancel the order.
If an order can no longer be changed or cancelled because processing has begun, it remains subject to the applicable shipping, return, refund, and guarantee terms in this Policy.
Customers are responsible for providing complete and accurate shipping information.
8. International Orders, Duties and Taxes
International orders may be subject to import duties, taxes, customs fees, brokerage charges, and other charges imposed by the destination country. Unless expressly stated at checkout, these charges are not included in the product price and are the responsibility of the recipient.
For international orders, the customer is responsible for providing any information required for customs clearance in the destination country.
We cannot guarantee that an international order will be accepted or cleared by the destination country's customs authorities. HEXABIOME is not responsible for delays resulting from customs clearance or from missing, inaccurate, or incomplete customs information.
9. Returns
We accept eligible returns within 30 days of delivery, subject to the terms of this Policy. The 30-day period begins on the date the item is delivered.
This general return process is separate from our 30-Day Satisfaction Guarantee (Section 11). The Guarantee is a distinct refund program with its own eligibility requirements, and a return is generally not required under the Guarantee.
Returns require prior authorization from our support team.
If you believe a return is appropriate, please contact us through our Contact Us page before sending the product back.
Please do not send a product to a return address unless you have received return instructions from us. If a return is authorized, we will provide the applicable return instructions and return address.
Returns sent without prior authorization may experience processing delays or may not be eligible for a refund.
10. Return Shipping Costs
Unless a return is required because of an error attributable to HEXABIOME or our fulfillment process, return shipping costs are the responsibility of the customer.
If we determine that a return is required because you received an incorrect, damaged, or otherwise improperly fulfilled order, we may provide return instructions or other assistance at no additional cost to you.
11. 30-Day Satisfaction Guarantee
Our 30-Day Guarantee applies to eligible One-Time purchases and to the first subscription order under a Subscribe & Save subscription. The 30-day period begins on the date the order is delivered, as shown by the applicable carrier tracking information. If your refund request is received after the 30-day guarantee period, we are unable to issue a refund.
The 30-Day Guarantee is limited to one qualifying refund per customer.
The Guarantee does not apply to:
- second and subsequent subscription renewal orders;
- recurring refill orders after the first subscription order; or
- a subscription that has been cancelled and later reactivated as a new subscription.
12. Guarantee Refund Amount
Eligible refunds under the 30-Day Guarantee are limited to the purchase price of the product.
The following are not refundable under the Guarantee:
- original shipping charges;
- applicable taxes;
- customs duties or import charges; and
- return shipping costs.
Discounts or promotional pricing are reflected in the amount actually paid for the qualifying product.
13. Product Returns for Guarantee Requests
A return is generally not required for a refund under our 30-Day Satisfaction Guarantee.
In some cases, we may require you to return the product as part of our refund evaluation. If a return is required, please follow the return instructions provided by our support team.
Depending on the circumstances, we may request the remaining product, photographs, or other information reasonably necessary to evaluate the request.
14. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us promptly with your order details and photographs of the product and, where applicable, the shipping packaging.
If the issue is confirmed to have resulted from an error attributable to HEXABIOME or our fulfillment process, we may provide a replacement or refund at no additional cost to you.
Please do not dispose of the product or packaging before contacting us if the condition of the product or packaging may be relevant to our review.
15. Refunds
We may review refund requests for eligibility, including prior refund activity and other information relevant to the request.
Once a refund has been approved, we will generally process the refund within 10 business days.
Refunds are issued to the original payment method used for the purchase, where reasonably possible.
After we process a refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
The amount refunded may differ from the original order total when this Policy provides that certain shipping charges, taxes, duties, return shipping costs, or other applicable costs are non-refundable or deductible.
16. Undeliverable, Refused, or Returned Orders
Customers are responsible for providing complete and accurate shipping information and, for international orders, for completing applicable customs requirements.
If an order is returned because of:
- an incorrect or incomplete address;
- unpaid duties or taxes;
- missing or inaccurate customs information;
- refusal by the recipient; or
- abandonment or other circumstances attributable to the recipient,
any refund may be reduced by applicable shipping, return shipping, customs-related charges, handling costs, or other costs incurred in connection with the returned order.
Any applicable refund will be evaluated after the returned shipment has been received or otherwise confirmed.
17. Delivered but Missing Packages
If tracking information indicates that your order was delivered but you cannot locate the package, please contact us promptly through our Contact Us page.
We may review the available delivery and tracking information and, where appropriate, assist with the applicable carrier investigation.
Customers are responsible for providing a secure and accessible delivery location.
18. Subscription Orders
Subscription orders are also subject to our Subscription Policy, including its provisions regarding recurring billing, automatic renewal, cancellation, and subscription management.
The 30-Day Guarantee described in this Policy applies to the first subscription order only. Second and subsequent subscription renewal orders are not eligible for the Guarantee.
Cancellation of a subscription does not automatically cancel an order that has already been processed or shipped. Such orders remain subject to this Policy.
Subscription availability and fulfillment may vary by destination.
19. Relationship to Other Policies
This Policy should be read together with our other applicable policies, including our Terms of Service and Subscription Policy.
In the event of a conflict concerning recurring billing, automatic renewal, cancellation, or subscription management, the applicable provisions of the Subscription Policy govern those subscription matters.
This Policy governs shipping, returns, refunds, and the 30-Day Guarantee described above.
20. Contact Us
If you have questions about shipping, returns, refunds, damaged or incorrect orders, or the 30-Day Guarantee, please visit our Contact Us page.
We will review your request and provide instructions appropriate to your order and circumstances.
.hb-back-wrapper { margin-top: 56px; padding-top: 24px; border-top: 1px solid #9EA2DD; /* 기존 서체/구조선 컬러 적용 */ } .hb-back-link { display: inline-flex; align-items: center; gap: 6px; color: #4D386D; /* HEXABIOME 보라색 */ font-size: 0.95rem; font-weight: 600; text-decoration: none; transition: transform 0.2s ease, color 0.2s ease; } .hb-back-link:hover { color: #1A1225; transform: translateX(-4px); /* 마우스 올렸을 때 왼쪽으로 살짝 움직이는 효과 */ text-decoration: underline; }