Refund policy

At Sanctum Hex, every piece is crafted with care using premium materials and specialist production methods. Because many of our products are made to order, we kindly ask you to review this policy before purchasing.

Cancellations

Orders may be cancelled within 24 hours of purchase. After this period, production will have begun and cancellations may not be possible.

Returns

As most items are made to order, we do not accept returns unless the item arrives damaged, defective, or incorrect.

If there is an issue with your order, please contact us within 7 days of delivery with clear photos of the item and packaging so we can resolve it quickly.

Damaged or Defective Items

If your product arrives damaged or faulty, we will offer a replacement or refund at no additional cost.

Please provide:

• Photos of the damage
• Photos of the packaging
• Your order number

This helps us address the issue with our couriers and improve future packaging.

Custom & Personalised Items

Custom-made, personalised, or bespoke pieces are non-refundable unless damaged or faulty on arrival.

Exchanges

Because stock is limited and many items are produced to order, we cannot offer direct exchanges.

Refund Processing

If a refund is approved, it will be processed back to your original payment method. Please allow 3–5 working days for your bank or provider to complete the transaction.

Questions?

If you have any concerns about your order, please get in touch — we’re always here to help.