Shipping Policy

Your order leaves our Kolkata workshop carefully packed and tracked. This policy explains how, when, and where it gets to you — and what happens if something goes wrong along the way.

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. Coverage Area

At launch, HexaHang ships within India only.

We ship to most pin codes served by our logistics partner (see Section 5). You can confirm delivery availability to your pin code at checkout. If your pin code is not serviceable, the order will not be placed and no payment will be taken.

International shipping is planned for a future phase. If you are outside India, register your interest and indicate your country — we will notify you when international shipping is available.

2. Shipping Charges

Shipping is free on all orders within India. The price you see is the price you pay — there is no separate shipping charge added at checkout.

We reserve the right to introduce or modify shipping charges from time to time. Any such modification will be displayed at checkout before payment is confirmed and applies to future orders only; it does not affect orders already placed.

3. Dispatch Timeline

Orders are dispatched from our Kolkata workshop within 3–5 business days of order confirmation, which corresponds to approximately one calendar week (longer during public holidays observed in Kolkata).

You will receive an email and WhatsApp notification when your order is dispatched, including your tracking number and a link to track your shipment.

During high-demand periods — including product launches, limited edition drops, and major sale events — dispatch may take up to 7 business days. We will communicate any extended timelines proactively at the time of your order.

4. Delivery Timeline

Estimated delivery timelines from dispatch date:

These are estimates, not guarantees. Delays caused by circumstances outside our reasonable control — including natural events, courier disruption, public holidays, strikes, and similar — may not constitute grounds for cancellation or refund. For non-delivery (where the order is confirmed lost in transit), see the Refund Policy.

Force majeure events affecting delivery are governed by Section 16 of the Terms of Use.

5. Shipping Partner

Orders are fulfilled via our logistics partner, Shipway Technology Private Limited, and its third-party courier network (which may include Blue Dart, Delhivery, and other reputed carriers). Tracking is provided through the courier's tracking portal, linked in your dispatch notification.

6. Order Tracking

When your order is dispatched, you will receive:

• An email with your tracking number and a link to the courier's tracking portal
• A WhatsApp notification to the mobile number provided at checkout (if WhatsApp is enabled on that number)

If you have not received a tracking notification within 6 business days of placing your order, contact us at orders@hexahang.com with your order ID and we will investigate.

7. Address Changes After Order

If you need to change your shipping address after placing an order:

• Before dispatch: Email orders@hexahang.com with your order ID and the new address within 24 hours of placing your order. We will update the address if the order has not yet entered the production queue. Address changes after this point may not be possible.
• After dispatch: Address changes are not generally possible once the package is with the courier. The courier may attempt redelivery, or you may need to use the courier's address correction service, where available.

It is your responsibility to provide a complete and accurate shipping address at checkout, including any landmark, gate code, or apartment number required for delivery. Incomplete or incorrect address details are the most common cause of failed delivery (see Section 8).

8. Failed Delivery and Return to Origin (RTO)

If a delivery attempt fails — for example, the recipient is not available, the address cannot be located, or access is restricted:

• The courier will attempt delivery up to 3 times
• You will be notified by the courier of each failed attempt
• If all attempts fail, the package is returned to our Kolkata workshop (RTO)

On RTO:

• We will contact you within 48 hours of receiving the returned package.
• Redelivery — courier error: Where the delivery failure is attributable to courier error or other reasons outside your control, redelivery is arranged at no additional charge.
• Redelivery — customer-related reasons: Where the failure is attributable to the address you provided, recipient unavailability, refusal of a correctly fulfilled order, or other customer-related reasons, redelivery is available and a re-shipping charge — equal to the actual courier charge incurred — will apply, shown to you before we re-dispatch.
• No response: If you do not respond within 7 days of our notification, the order will be cancelled and the amount paid refunded to your original payment method.

9. Transit Damage

If your order arrives visibly damaged:

1. Photograph the outer packaging before fully unboxing — this is essential evidence for any transit damage claim.
2. Photograph the product showing the damage from multiple angles.
3. Report the damage within 72 hours of delivery: email returns@hexahang.com with subject Defect Report — Order #[your order ID], including all photographs.
4. Damage reported after 72 hours is not automatically rejected — see the Refund Policy, which provides that late claims will be considered where the evidence reasonably indicates the damage existed at the time of delivery.

Transit damage is handled under our Refund Policy, Section 1(A). Our resolution model is refund and reorder, not exchange (see the Returns Policy).

10. Recipient and Access Requirements

By placing an order, you agree that:

• The shipping address provided is complete and accurate
• A recipient will be available at the address to accept delivery during the estimated delivery window, or a trusted alternative arrangement is in place
• Where the address requires identity verification, gate access, or any other cooperation, you will facilitate this with the courier
• You will not refuse delivery of a correctly fulfilled order without grounds — refused deliveries without legitimate reason are treated as RTO and the policy in Section 8 applies

11. Contact

For shipping enquiries, tracking issues, address changes, and failed delivery reports:

• Email: orders@hexahang.com
• Subject format: Shipping Query — Order #[your order ID]
• Transit damage reports: returns@hexahang.com
• 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