Return Policy

An RTO is any order which has been returned to the original sender Hex Needle after unsuccessful delivery attempts to the final customer.

Usually any logistics service will attempt to deliver the products thrice to a customer. In case all of these attempts are unsuccessful, the package will then be sent back to the original sender (Us).

When an order is returned to the Hex Needle, it is stored at no cost to you. All orders that are returned will reflect as an “RTO” section under “Order” in your account. Here you can choose to re-ship the order by contacting our customer care at hexneedle@gmail.com. All orders will be stored for a period of 60 days. Post this period, the order/package will be disposed of.

Types of Rejections

In the case that an order is delivered to you but you with to return or exchange the product, then this is termed as a “Customer Reject”. Please note that Hex Needle allows for returns by a customer for the following scenarios:

(a) the Merchandise itself is flawed - This includes - incorrect sizing, damaged fabric or a product with any manufacturing defect;

(b) the product has been delivered after the defined delivery period  (Without Your Design informing the customer in advance);

(c) the design of the final product is different from the final design submitted by the customer

(d) the dimension of the design is different by more than 15% from that submitted in the order.