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Return & Refund

The products are fine, but I changed my mind

Products with no quality-related issues can be returned within 24 hours of receiving your order, the doll and package must be in good condition, and you have to undertake the shipping charges. We will refund you minus the shipping charges. If time is over 24 hours, the order can not be cancelled and returned. 

Any product that has been used does not qualify for a return. Returned items must be unused, with original tags and packaging. 

Products with quality problems

We check every product manually before shipment to ensure the item is in perfect condition. However, if the product you have received is damaged or has manufacturing defects please follow these steps:

1) Email customer support within 24 hours upon delivery, providing your name, your order number and an explanation of the problem: service@hexher.com
2) Attach evidence (either photographs and videos) showing the described defects or damage.
3) Allow our team to review the problem and provide a suitable solution that is acceptable to you.

If the problem was caused by us, or the product has any manufacturing defects, please return to us and we will be responsible for all shipping fees. Then you will get a full refund. 

If it was caused by some other reasons, it can't be returned. But defect arises and a valid claim is received by Customer Service within 30 days, we can offer you an repair service, or new components for replacement. 

Ordered Incorrectly

If your package has not left our warehouse, we will be able to change your order for you.

If your order has already left our warehouse, we cannot make any changes. If for exceptional reasons the cancellation is accepted, it will be subject to a Seller’s restocking fee (“ Restocking Fee”) of thirty-five percent (35%) from the value of the Product order. Hexher will provide to Buyer a refund of funds paid minus the Restocking Fee to the Buyer’s original payment method and other fees may apply such as processing, round shipping charges, and transaction fees. Please order carefully.

If you have ordered incorrectly, or you decide that you do not want your items, refuse the package at the time of delivery and have it marked Return to Sender (RTS). See below for further details on refused packages.

Order Returned or Refused

If an order is returned to us (due to an incorrect address, or you refused it, or the post office was unable to deliver), you will be refunded or credited once the package has been returned to us.

Please note that in this case, all shipping costs are non-refundable.

Wrong Item Received/Item Missing

If you received the wrong item or an item is missing from your order, please contact us within 24 hours from the date of order received.

Order Lost, Stolen, or Late

Unfortunately, we cannot accept responsibility for a package that has been lost or stolen, unless you have purchased our optional shipping insurance.

If the order does not make it to its destination or is late, customers are responsible for contacting the carrier and filing a claim.

If your order is late, please contact the courier directly. See our Shipping & Delivery for further details.

Below is the return address:

UK Warehouse: 8 Queens Rd, Salisbury SP 13AJ, United Kingdom

Germany Warehouse: Berliner Str. 55, 72458 Albstadt, Germany