Delivery to the USA

US stock is shipped via USPS First Class. In cases where US customers wish to order UK stock items, such items will be shipped via Royal Mail Standard International. Customers will always be alerted as to whether the product they are ordering shall be shipped from the US or the UK.

Delivery to the UK
All Blu-Ray/DVD products are imported from the USA and are delivered to UK customers via Ascendia International Priority. Other products which are in stock within the UK will be shipped via Royal Mail First Class.

International Delivery
Orders outside of the USA or UK are shipped via Ascendia International Priority or Royal Mail Standard International respectively. Prices vary on the location and weight of the package.

When will my item ship?
Orders will be sent within 1-2 working days. (stock allowing).

My item hasn't arrived 
US and UK domestic stock orders should arrive within 3-5 working days of being posted. Both USPS and Royal Mail state that 90% of their First Class mail arrives within two days, if yours doesn't they have the following advice:

Is it less than 4 working days since the item was posted to you?
Rest assured, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

Has it been between 4 and 14 working days since the item was posted to you?
If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 14 working days passed since the item was posted to you?
The postal service will now class your item as lost. You must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the mail service in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.
Contact us by stating your order reference number and confirming that you have never received the item as we will pursue the issue with your mail carrier for compensation and your letter will be used as evidence.

International Orders : International delivery is expected to take longer, with most deliveries taking place within 1 – 3 weeks.

NOTE: We cannot refund or replace items that the mail service has lost until after 14 working days have passed. For deliveries to Non-UK destinations we must wait until 20 working days have passed for deliveries to Europe, and 25 working days for the Rest of the World before we can officially class your item as lost. If this is the case you must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the delivery company in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Returns Policy
The Hex Media Return Policy is valid for 60 days from receipt of your item. See returns procedure below.

AVAILABILITY
Every effort is made to maintain sufficient stock of all the products we offer. Potential inventory shortages at our distributor may impact our ability to fulfill an order. We reserve the right to cancel an order if we are, for any reason, unable to fulfill the order requirements. You will be issued a full refund.

Faulty Items
If you receive a damaged or faulty item then you may return it to us and we will replace it. If there is no stock for that product, then you will be issued a refund. You must send the item back to us first. 

If we have sent you the wrong product then you may return it to us and we will send the correct item or provide a refund. In this instance, we will refund you your initial shipping fee.

Unwanted Items
Items must be returned to us in their original packaging and condition
We cannot refund or exchange a product that has been opened and used unless the item is faulty. We will issue a refund to your card/paypal once the item has been returned and inspected

Pre-ordered Items
If you wish to cancel an item that has been pre-ordered then you can do so by contacting us at hexmediaorders@gmail.com
A full refund will be sent. Please ensure that you cancel the order at least 7 working days before the product is due to be released. Please note that Shopify and Paypal restrict the time frame for refunds through Shopify to 60 days. We will still refund your order but it will be sent as a payment through Paypal and won't show as a refund. 

Testing Returns
We test all products returned to us and reserve the right to return the item to you if we cannot reproduce the fault our end.

What cannot be returned/refunded?
Gift vouchers are non-refundable and cannot be exchanged for cash
Sale items will be refunded at the sale price

Returns Procedure
1. To return an item/request a refund, please contact us at hexmediaorders@gmail.com. Please provide the reason for your return

2. Package the item securely and include your name and order number within

3. Obtain proof of postage when you send the item. If an item is lost in the post then you will need to claim for it via Royal Mail

4. You will be responsible for paying the shipping costs for returning your item. If a refund is approved then this will be issued.

5. If the item is exchanged then it will be shipped to you free of charge.