Refund Policy

Overview

This Refund Policy applies to all products and services offered by HexaPath ("we", "us", or "our"), including physical products, AI divination services, and subscription memberships. Please review this policy carefully before making a purchase.

1. Physical Products (E-commerce)

Shipping

We provide free worldwide shipping on all physical product orders. All orders from the USA and the Rest of The World will be shipped via either DHL Express or FedEx. Delivery will take 3 to 5 working days depending on the customs clearance. Once your parcel has been sent, you will receive a shipping confirmation email containing the tracking number, so that you'll be able to track the status of your parcel. In the event of exceptions due to certain zones and customs rules, you will be informed and are not obliged to proceed. A cancellation and full refund will then be in order.

You are liable to pay any inbound duties and taxes that your local Customs authority deems appropriate. Product prices displayed are exclusive of all taxes and duties. We are unable to calculate the exact number of duties and taxes your order will incur, as these charges are imposed directly by the destination country. Please consult your local customs office for further information before placing an order.

Orders received after 0800 (Hong Kong Time, GMT+8) will only be processed the following day. All orders will be dispatched on the next working day.

Returns and Exchanges for Physical Products

For all returns and exchanges of physical products, customers must email our customer service within 30 working days from the date of receipt, and prior to mailing out the return parcel. Failure to do so may result in the rejection of request. Please include your order number and product details to facilitate the processing.

All refunds by HexaPath will not include the sales charges depending on the mode of payment.

* Refunds & Returns will be made in store credit only*

Non-Refundable Situations for Physical Products

We do not offer refunds if the parcel is returned due to refused delivery by the consignee or failure to make payment of duties and taxes at the destination country. It is the responsibility of the customer to ensure proper acceptance and payment for their order.

Please be aware that we do not provide refunds for change of mind or situations where the customer no longer needs the item. This policy applies regardless of the reason, including instances where the delivery may not have been completed within the expected timeframe.

Return Requirements for Physical Products

We are more than willing to adhere to your request if it fulfils the following requirements:

• Product must be returned in its original condition and packaging, with the price tag intact, with the proof of purchase attached.
• Product must not have been customized, altered, or modified in any way.
• Product must not have been altered, serviced, or repaired by anyone other than HexaPath.
• Product must be unused and in the same condition as when you received it.

Exchanges for Physical Products

We can allow exchange if you would like to change to another product or design within 30 days from the date of receipt. There will be strictly no refund for exchanges. For size adjustments or modifications, please contact our customer service team. Any additional charges for resizing or modifications will be communicated to you before proceeding.

2. Membership Services

AI Divination Services

Our AI-powered I Ching (Yijing) divination services are digital services delivered immediately upon purchase. Due to the instant and consumable nature of these services, we generally do not offer refunds for completed AI divination sessions or interpretations.

Refund Eligibility for AI Services

Refunds for AI divination services may be considered only in the following exceptional circumstances:

• Technical Failure: If you experience a technical error that prevents you from receiving the service you paid for, and our technical support team is unable to resolve the issue within 48 hours.
• Service Not Delivered: If you paid for a service but did not receive the AI interpretation or divination result due to a system error on our end.
• Duplicate Charges: If you were charged multiple times for the same service due to a payment processing error.

To request a refund for membership subscription, please contact us within 7 days of the purchase date, providing your order number and a detailed description of the issue.

Non-Refundable: We do not provide refunds for AI services if you are dissatisfied with the interpretation results, change your mind, or if the service was successfully delivered but you simply don't agree with the content.

3. Subscription Memberships

All subscription memberships are non-refundable. This includes but is not limited to:

• Sage Plan (monthly or yearly subscription)
• Master Plan (monthly or yearly subscription)
• Any other subscription-based membership services

Cancellation Policy

While subscriptions are non-refundable, you may cancel your subscription at any time. Upon cancellation:

• You will continue to have access to your subscription benefits until the end of your current billing period.
• Your subscription will not renew automatically after the current period ends.
• No refund will be provided for the remaining time in your current billing period.

To cancel your subscription, please manage your subscription through your account settings.

Free Trial Period

If you subscribed during a free trial period, you may cancel before the trial period ends without being charged. Once the trial period ends and your subscription begins, standard non-refundable terms apply.

4. Policy Enforcement

HexaPath reserves the right to refuse any returns, exchanges, or refund requests that we believe may violate this Refund Policy, or if returned goods are in unsatisfactory condition. Products or services that are not eligible for return or exchange will not be returned to the sender, and will not be eligible for store credit or refund. There is strictly no cash refund for physical products; refunds will be issued as store credit only.

5. Processing Time

For approved refund requests:

• Store Credit: Processed within 5-7 business days
• Original Payment Method: Processed within 10-14 business days (for eligible AI service refunds only)

Refunds will be credited to your original method of payment or issued as store credit, depending on the type of purchase and our policy for that category.