CountedHex / Return Policy
Returns & refunds
Need to return a kit or resolve an order issue? Check the return conditions, request an authorization, and see how refunds are handled.
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Order changes & cancellations
Cancellations are available during the first 12 hours after payment is confirmed, provided the order has not entered packing or shipping. Contact us promptly with your order number.
Once packing or shipping has started, the order cannot be cancelled. You can still contact us about the return options that apply after delivery. Mandatory cancellation and other consumer rights remain unaffected.
30-day return eligibility
Most items can be returned within 30 days of delivery. They must be unused, not installed, and complete with their accessories and original packaging.
Keep a kit's hardware, labeled bags, and packing list together so its contents can be checked. Obtain an RMA from us before sending the return; unauthorized returns are not accepted, subject to your mandatory consumer rights.
Items excluded from returns
The following items are excluded from ordinary change-of-mind returns. This does not affect rights relating to faulty, incorrect, or otherwise non-conforming goods under applicable law.
- Products made to a custom specification or supplied as a special order.
- Materials cut to the length requested for your order.
- Fasteners or parts that have been used or installed.
- Items contaminated through oil, chemicals, or improper handling.
Missing, incorrect or damaged parts
Report delivery damage, a defect, or an incorrect item within 7 days of receiving your order. Send photos of the product and outer packaging so we can verify the issue. This reporting period does not limit mandatory consumer rights.
Once an order error or defect is verified, we will arrange a replacement, reshipment, or refund without additional cost to you. We cover return shipping for defective or incorrect goods and errors on our side.
- Identify the kit and affected hardware: thread size, length, head type, and quantity where relevant.
- Explain what you expected and what you received, or describe the damage or defect.
- Include photos of the affected parts and packing list; for transit damage, also photograph the parcel and shipping label.
How to request a return
Send your request to hello@countedhex.com. Do not include payment card details or your account password.
An RMA is a Return Merchandise Authorization. Use the warehouse address supplied with your approval; do not send returns to our U.S. registered agent address or an unconfirmed parcel sender address.
Send the order details
Include your order number, kit or item name, reason for returning, and any photos that help explain the issue.
Receive your authorization
We will provide your RMA number, the warehouse return address, and the applicable shipping arrangements or fees. Wait for these instructions before posting.
Pack and keep the tracking
Securely package all items and mark the RMA number on the parcel label. Keep your proof of postage and tracking details until the return is resolved.
Return shipping & fees
For our error or a verified defective or incorrect item, CountedHex covers return shipping. For other returns, the buyer pays the return freight and bears the risk of loss until the parcel reaches our warehouse.
A non-defective return may have a restocking fee of up to 15% for checking and repacking the goods. We will disclose any such fee before you ship the return.
Original delivery charges, customs duties, and taxes are not refunded unless the return results from our error or a verified defect, or applicable law requires otherwise.
Refunds & exchanges
We inspect returned goods when they arrive and email you with the result. If approved, your refund is issued to the payment method used for the purchase within 5–10 business days. Your payment provider may take additional time to display the funds.
For an exchange, contact us with the kit or item you would like instead. We will check availability and provide instructions. Exchanges also require an RMA before you send anything back.
Your rights & contact
CountedHex is operated by JG Hardware LLC. Questions about a return or an existing request can be sent to hello@countedhex.com.
Nothing on this page limits mandatory cancellation, return, refund, warranty, or other consumer rights that apply to your purchase.
Tell us what happened.
Send your order number, the kit name, and a short description. For a packing issue, add the affected size and quantity so we can help with the right parts.