We start making your order quickly — that is how we keep dispatch times tight. If you need to cancel, the window is short but the process is simple. Once it is on its way, it is yours.
In this Policy, "business day" means Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays observed in Kolkata, West Bengal.
1. Cancellation Window
You may cancel your order within 24 hours of order placement, provided the order has not yet been dispatched from our Kolkata workshop. The cancellation window and its conditions are displayed at checkout before payment is confirmed.
Deemed receipt: A cancellation request is treated as received at the time it is sent by you (via email or WhatsApp), not at the time it is read or processed by us. If you send a valid cancellation request within the 24-hour window — even on a weekend or public holiday — it will be honoured, even if it is processed by us on the next business day.
If dispatch occurs before the 24-hour window closes (which may happen during high-demand periods), cancellation is no longer possible. In that case, please refer to our Refund Policy if you receive a defective item.
Cancellation is available only if all the following conditions are met:
- Request submitted within 24 hours of order placement
- Order has not yet been dispatched
2. How to Cancel
To cancel your order:
- Email orders@hexahang.com — Subject: Cancellation Request — Order #[your order ID]
- Or WhatsApp +91 62934 01030 with your order ID
Include your full name, order ID, and (optionally) reason for cancellation.
We will confirm eligibility within 1 business day. If your order has already been dispatched, we will notify you and direct you to the Refund Policy.
3. Refund on Cancellation
If your cancellation is approved before dispatch:
- The full payment is reversed to your original payment method
- Reversal is initiated within 1–2 business days of cancellation confirmation
- Your bank or payment provider typically takes a further 7–10 business days to reflect the credit
Cancellations within the eligible window are refunded in full. Payment gateway processing fees are absorbed by Hexa Hang and are not deducted from your refund.
4. Hexa Hang's Right to Cancel
We reserve the right to cancel any order for the following reasons:
- Payment failure or fraud: Payment was not received, reversed, or flagged by Razorpay; or evidence of fraudulent intent including the use of stolen payment instruments, false identity, or misrepresentation of address for the purpose of circumventing fulfilment restrictions
- Inventory or production issue: The product cannot be produced within the stated timeline
- Founders' Edition allocation reached: Your order was placed simultaneously with another order that completed the launch allocation
- Undeliverable address: The shipping address provided cannot be validated, and we are unable to reach you within 48 hours (calendar) to correct it
If Hexa Hang cancels your order, you will be notified by email within 24 hours and a full refund will be initiated to your original payment method within 2 business days of that notification.
5. Founders' Edition
Founders' Edition pieces are assigned a serial number at checkout. The number is an allocation, not a personalisation — a piece that has not entered production can be re-allocated. Serial-number assignment therefore does not affect your cancellation rights: the standard 24-hour window in Section 1 applies to Founders' Edition orders exactly as it does to any other order.
If your Founders' Edition unit is defective or arrives damaged, the Refund Policy (Section 1) applies and a refund will be issued in the same manner as for any other defective product.
6. Contact
- Email: orders@hexahang.com
- Subject format: Cancellation Request — Order #[your order ID]
- WhatsApp: +91 62934 01030 (responses during business hours only)
- Response SLA: Within 1 business day
- Business hours: Monday–Friday, 10:00 AM – 6:00 PM IST, excluding public holidays observed in Kolkata