Shipping, Returns & Refund Policy

1. Introduction

At Hexabiome, we want your Morning Clarity experience to begin smoothly and reliably. This Shipping, Returns & Refund Policy explains our shipping process, return eligibility, refund procedures, and customer support options for purchases made through https://hexabiome.com.

This Policy applies to one-time purchases and subscription orders unless otherwise stated. Subscription orders are subject to both this Policy and our Subscription Policy. In the event of a conflict regarding subscription billing, renewal, or cancellation, the Subscription Policy controls.

2. Shipping Information

Order processing: orders are processed after successful payment authorization and are typically prepared for shipment within 1-2 business days. Subscription renewal orders are processed according to the applicable subscription schedule after successful recurring payment authorization. Once your order ships, you will receive a shipping confirmation email with tracking information when available.

Delivery estimates: after processing and shipment, orders typically arrive within 3-5 business days within the Continental United States. Delivery estimates vary by destination, shipping method, and product availability, and current shipping estimates apply to the eligible destinations displayed during checkout. Delivery times may also vary due to carrier delays, weather conditions, and operational disruptions outside our control.

Customers are responsible for providing accurate shipping information. Hexabiome is not responsible for delays or failed delivery resulting from incorrect addresses, incomplete information, refused deliveries, or circumstances outside our reasonable control.

Shipping rates: applicable shipping charges, any free-shipping thresholds, and any subscription or promotional shipping benefits are disclosed at checkout and may vary based on order value, subscription status, promotional offers, destination, and product availability. Shipping rates and eligibility are calculated automatically during checkout.

3. Subscription Shipping

Subscribe & Save orders include free shipping unless otherwise stated at checkout.

Subscription shipments are processed according to the shipment frequency selected during enrollment. The applicable shipment schedule is displayed before you confirm your subscription. Customers may manage available subscription settings, including upcoming shipments, through their customer account or available subscription management tools, subject to the cancellation and cutoff terms in our Subscription Policy.

Subscription renewal orders cannot be modified or cancelled after they enter processing. Subscription billing, renewal, cancellation, and account management terms are governed by our Subscription Policy.

4. Order Changes and Delivery Issues

Please review your order information carefully before completing checkout. If you need assistance with incorrect shipping information, order changes, or delivery issues, please contact us as soon as possible. Once an order has been processed or shipped, we may not be able to modify or cancel it.

5. Returns

Unopened products: to qualify for a return:

  • The product must remain unopened and in its original condition.
  • The return request must be submitted within 30 days after delivery.
  • You must provide your order information.

Return shipping costs are the responsibility of the customer, unless the return is due to an incorrect shipment, damaged product, or confirmed manufacturing issue.

Opened products: opened dietary supplement products are generally not eligible for standard returns due to product safety, quality, and supplement integrity requirements. However, eligible concerns involving opened products may be reviewed under our 30-Day Satisfaction Guarantee (Section 7).

6. First Order Guarantee

Any first-order guarantee applies only to a customer's initial purchase or initial subscription enrollment unless otherwise stated. Recurring subscription renewals are not eligible for first-order guarantees.

7. 30-Day Satisfaction Guarantee

If you have concerns about your first order, contact us within 30 days of delivery. We will evaluate your request and provide an appropriate resolution based on the circumstances of your order.

The Satisfaction Guarantee is intended to address customer experience concerns and does not create an unconditional refund right. It applies to your first purchase only, does not replace product return requirements, and does not apply to subscription renewals or previously processed orders. The Guarantee does not modify our standard return requirements or create an automatic refund entitlement.

Eligibility may depend on order history, product usage, customer communication, and the circumstances of the request.

Please include your order number, the email address used for purchase, and a description of your request, so we can assist you efficiently.

8. Subscription Refunds

Subscription renewal orders are generally non-refundable once processed. Cancel your subscription before the applicable cancellation cutoff date to avoid future renewal charges. Orders processed before cancellation becomes effective remain subject to this Policy.

If a renewal charge occurs before your cancellation becomes effective, eligibility for a refund will be evaluated based on cancellation timing, order processing status, applicable law, and the circumstances of the request.

9. Refund Processing

Refund eligibility: refunds may be provided for approved returns, damaged products, incorrect shipments, or other circumstances described in this Policy. Original shipping fees are generally non-refundable, unless the return is caused by an incorrect shipment, damaged product, confirmed manufacturing issue, or otherwise required by applicable law.

Refund processing: approved refunds will be issued to the original payment method used for purchase. Refunds for subscription orders, approved returns, or other eligible cases will be processed according to the applicable payment method and processing timelines, which may vary depending on your payment provider and financial institution.

10. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery. We may request order details or supporting information — including photographs, where appropriate — to help us evaluate the issue. When appropriate, we may provide a replacement product, a refund, or another suitable resolution.

11. Promotional Orders

Products purchased through promotional offers or other discounted programs may be subject to additional terms disclosed at checkout, including eligibility requirements, expiration dates, and return or refund limitations.

12. Customer Responsibilities

Customers are responsible for:

  • providing accurate shipping information;
  • maintaining updated subscription and account information;
  • reviewing renewal notices; and
  • requesting cancellation before applicable deadlines.

13. Relationship to Other Policies

Your purchase may also be subject to:

14. Contact Us

For shipping, returns, refunds, or order assistance, please visit our Contact Us page or email us at support@hexabiome.com.