What is the HEXAPODA BUG Program?

The HEXAPODA BUG Program (Bought Under Guarantee)  is a customer service initiative designed to allow purchasers of our items, the opportunity to check out their choice in the comfort of their home. If the piece does not meet their expectations, it can be returned for a full refund – less shipping costs.

The program is currently only available for deliveries to the USA mainland but we expect to extend the program to include other areas shortly.

Does the BUG program apply to all HEXAPODA items on your website?

Mostly – as confirmed by the statement “Available for purchase under the HEXAPODA BUG Program” on the item’s sales page.

Does the BUG program apply to orders from non-US countries?

The program applies to orders received from anywhere in the world for deliveries to the US mainland.

The reason for this limitation at this point in time is twofold: The cost of insured mail and the time it takes for delivery.

We are of course able to ship items overseas as part of our normal ordering process, however, those items will not be covered by the BUG program.

Does the BUG program apply to items on special offers?

Yes and No.

The program itself only applies to items purchased directly from our main website www.MielleHarvey.com/HEXAPODA – which means an item must be initially purchased at full price.

However, if you then choose to keep the item, we’d be happy to offer you the same benefits of any special offer that applied to that item within the last 28 days – simply let us know where you saw the item on special offer.

If the offer was in the form of a price reduction, then the difference will be refunded to you as a non-expiring credit to be used against any future purchases. If it was in the form of a benefit of some kind, then we’d be happy to extend the same benefit to you.

How long do I have to review a purchase?

You have 5 days from the day after we receive notification that the item was either delivered or that delivery was attempted.

If you intend to return the item to us for a cash refund, you must let us know before the end of the 5th day that you intend to return it to us and must have it in the mail back to us before the end of day 7

When does the 5 day review period start?

The 5 day review period starts from the day after we receive notice that either: The item was successfully delivered or that delivery was attempted.

In the latter case, it will be up to you to arrange re-delivery or collection of the package from your local Post Office.

Can I return an item after the 5 day review period?

If you wish to return an item after the 5 day review period has expired but within 10 days, we’ll be happy to offer you a non-expiring credit equal to the calculated refund.

After 10 days, then we will not be able to offer a refund.

Why is the review period only 5 days?

The purpose of the BUG program is to offer you the opportunity to experience one of our pieces in person, much as you would if you purchasing it from a Boutique or Gallery – only better as you’ll be able to experience it in the comfort of your own home.

In a retail environment, there would often only be the time that you were in the store to review your purchase, therefore, with the added benefit of being able to review our items in the comfort of you own home, we feel 5 days should be more than sufficient.

How should I return the item should I choose to do so?

Contact us to let us know and we’ll email you a prepaid postage label to print out on your printer.

You’ll also need to securely repackage the piece in the original packaging (or if that is unavailable similarly secure packaging) and affix the prepaid label to the package.

You then have the choice of arranging for a USPS collection from your home address, posting it into any USPS postbox or taking it to a USPS Post Office where it will be immediately registered into their system and a receipt given confirming details. (recommended)

Can I exchange the item for another after sending it back?

Yes you can.

Simply let us know which item you’d like to try next and we’ll make arrangements. If the item is more expensive, then a supplementary refundable payment will need to be made.

How much are the shipping costs that will be deducted from my refund?

Shipping costs are based upon Insured 2-3 day delivery.

Outbound and return shipping costs in the majority of cases for orders below $450 to the contiguous USA will be $15 x 2 = $30 in total per item

For example:

If you order one item and then choose to return it – You’ll receive a full refund less $15 x 2 =$30

If you order 3 items and return 2 – You’ll receive a full refund less ($15 x 2) x 2 =$60

Will the package you send require me to be home to receive it?

If your order comes to less than $250, then USPS may choose to leave the it at your address, if a secure place is available to do so.

If the total value of your order is over $250,  an adult signature will be required to accept delivery.

In both cases, if you miss delivery, you can re-schedule it for a time when you will be there or alternatively go to your local Post Office (with official Photo ID) and collect it from there.

How long does it take for you to process refunds?

When we receive the returned item, we’ll aim to process your refund within 7 days.

Who is responsible for the Return Shipping?

Ultimately, you are responsible to ensure that we receive the item back in its original condition.

As a courtesy, once you let us know you want to return an item, we’ll send you a postage paid, fully insured, USPS shipping label to use for the return.

You will be able to monitor the package on its route back to us via the included tracking.

Can I use UPS or FEDEX to return items?

Ultimately, you’re responsible for returning the item to us in an unused condition in order to be eligible for a refund.

How you choose to do that is your decision but we strongly recommend that you use an insured, trackable mail service.

In the event you choose and pay for the return shipping directly, we’ll only deduct the initial outbound shipping from your refund.

Why are your terms so rigid?

Please accept our apologies if our terms appear strict. The program is currently being trialled and we shall adjust it accordingly as a result of constructive feedback and experience.

Please bear with us as we embark on this ambitious program to provide a better customer experience of our products.