Refund policy

At Hektrix, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we're here to help.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

Be unused and in its original condition.
Be returned with all original packaging, accessories, manuals, and included components.
Include proof of purchase or your order number.

Non-Returnable Items

The following items are not eligible for return:

Products that have been used, damaged, or altered after delivery.
Items returned without original packaging or missing essential components.
Gift cards and clearance or final sale items.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of receiving your package. Include your order number and photos of the item and packaging so we can resolve the issue promptly.

Depending on the situation, we may offer a replacement, exchange, or full refund.

How to Start a Return

To request a return, please contact our customer support team with:

Your order number
Your full name
Reason for the return

Email: support@hektrix.com

Once your return request has been approved, we will provide detailed instructions on how and where to send your package.

Please do not send items back without prior authorization, as unauthorized returns may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to:

A defective product
A damaged item received during shipping
An incorrect item sent by Hektrix

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If your refund is approved, it will be issued to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional processing time before the refunded amount appears in your account.

Original shipping charges are non-refundable unless the return is the result of our error or a defective product.

Exchanges

If you would like a different product or replacement, we recommend requesting a return for your original item and placing a new order once your return has been approved.

If your item is defective or damaged upon arrival, we will gladly arrange a replacement where appropriate.

Late or Missing Refunds

If you have not yet received your refund:

Check your bank account again.
Contact your credit card company, as it may take some time before your refund is officially posted.
Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact our customer support team.

Contact Us

If you have any questions regarding our Return & Refund Policy, please contact us:

Business Name: Art Dreams LLC

Store Name: Hektrix

EIN Assigned: 33-2170119

Home Address:
4901 Seminary Rd
Alexandria, VA 22311
United States

Company Address:
904 Woodson Rd A
Baltimore, MD 21212
United States

Phone: +1 (352) 642-4699