Refund policy

RETURN & REFUND POLICY

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.

To be eligible for a return, your item must be in the same condition in which you received it: unworn, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.

To request a return, please contact us at hoxensupport@gmail.com before sending your item. If your return is accepted, we will provide you with the return instructions and the appropriate return address. Items sent back without first requesting a return may not be accepted.

Unless the item is defective, damaged, incorrect, or otherwise required by applicable law, return shipping costs are the responsibility of the customer. Original shipping charges are non-refundable.

Damaged, defective or incorrect items

Please inspect your order when you receive it. If your item is defective, damaged, or you receive the wrong item, contact us as soon as possible at hoxensupport@gmail.com, including your order number and clear photos of the issue. We will review the situation and provide an appropriate solution.

Exceptions / non-returnable items

Certain items cannot be returned, including personalized products and items that have been worn, used, washed, altered, or damaged after delivery. Please contact us if you have questions about a specific item.

Gift cards are non-returnable.

Exchanges

We do not offer direct exchanges. If you would like a different size or item, please request a return. Once the return has been accepted, you can place a new order separately.

European Union – 14-day right of withdrawal

If your order is subject to European Union consumer law, you have the right to cancel or return your order within 14 days without giving a reason, subject to applicable exceptions.

The item must be returned in the condition in which it was received, unworn and unused, with tags and its original packaging. This section does not limit any mandatory consumer rights that apply to you.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method.

Please allow additional time for your bank or card provider to process the refund. If you have not received an approved refund after 15 business days, please contact hoxensupport@gmail.com.