Returns Policy

At Hextile Acoustic Solutions, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward 30-day returns policy.

1. Return Window

You have 30 days from the date of delivery to request a return. After 30 days, we are unable to offer a refund or exchange.

2. Eligibility

To be eligible for a return, your item must meet the following conditions:

• The item must be unused and in the same condition that you received it
• The item must be in its original packaging
• Proof of purchase (order confirmation email) must be provided

The following items are not eligible for return:

• Items that have been installed, peeled, or adhered to a surface
• Items damaged due to misuse or improper installation
• Items returned after the 30-day window

3. How to Initiate a Return

To start a return, please contact us at [email protected] with the following:

• Your order number
• The item(s) you wish to return
• Reason for return (optional but helpful)

We will respond within 1–2 business days with return instructions.

4. Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or was incorrectly sent. We recommend using a tracked shipping service as we cannot be held responsible for items lost in transit.

5. Refunds

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that original shipping costs are non-refundable unless the return is due to our error.

6. Damaged or Faulty Items

If your item arrived damaged or faulty, please contact us within 48 hours of delivery at [email protected] with photos of the damage. We will arrange a replacement or full refund at no cost to you.

7. Exchanges

We do not offer direct exchanges. If you would like a different colour or pack size, please return your original order for a refund and place a new order.

8. Contact

For any returns-related queries, contact us at:
[email protected]