Refund policy

Refund policy:
We have a 14-day return/replacement policy, which means you have 14 days after receiving your item to request a return/replacement. Hotspots and gateways are excluded. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging (unopened). You’ll also need the receipt or proof of purchase.

To start a return, you have to contact us at support@hexaspot.com. Contacting via our live chat is not a valid way to start a return unless agreed upon by one of our live chat workers during work hours (09:00 - 17:00 CEST). If your return is accepted, we'll instruct you where to send the items back to. The cost of the shipping is paid for by the customer. The return must be sent back to Hexaspot within 14 days. Items sent back to us later than 14 days or without first requesting a return will not be accepted. You can always contact us for any return questions at support@hexaspot.com. When a return has been received we will inspect the products and process a refund within 14 days.

Damages and issues:
We test and check our cable assemblies, antennas, connectors, mounts, adaptors and lightning protectors before we send the product to you to make sure you don't receive a defective product. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, missing or if you receive the wrong item, so that we can evaluate the issue and make it right.

Pre-flashed / ready-to-use devices
Some devices sold by Hexaspot are delivered pre-flashed or pre-configured (for example with Meshtastic firmware) so they are ready to use upon arrival. These devices are tested before shipment to verify that the hardware and installed firmware are functioning correctly.

Customers are free to modify, update, or reflash the firmware on their device. However, doing so is performed entirely at the customer's own risk. Hexaspot does not provide support for firmware modifications, custom firmware installations, or recovery of devices after flashing.

If a device becomes inoperable, unstable, or otherwise damaged as a result of firmware flashing, incorrect configuration, incompatible firmware, or other software modifications performed after delivery, this is considered user-caused damage and is not covered under warranty, return, or replacement policies.

This does not affect your statutory rights under applicable consumer protection laws. If a hardware defect existed at the time of delivery and is unrelated to firmware modification, your legal warranty rights remain unaffected.

Exceptions / non-returnable items:
Certain types of items cannot be returned, like custom items such as coaxial assemblies and outdoor enclosure kits. We will only accept returns of cable assemblies if we delivered the wrong assembly to you or it's completely unused, undamaged and in its original packaging. Hotspots and gateways can't be returned except for the quality problems. Items whose price depends on fluctuations in the financial market over which Hexaspot has no influence can't be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.