What is HotCherry’s return policy?
Because of the intimate nature of the products we sell and for hygienic reasons, they are considered used once an item leaves our warehouse. They cannot be returned unless defective or their original shipping bag/box is unopened. Please make sure the shipping box remains sealed. We will not accept non-defective exchanges on any item that has been opened, used, or worn – no exceptions.
You can return your complete order if the shipping box/bag is unopened. We do not allow individual items to be returned when you have ordered multiple products, as we cannot verify whether individual products have been touched or used.
If you would like to return an item in an unopened/original shipping bag/box, you will need to take the package to the carrier and mark it as “Return to Sender.” Upon receiving and confirming the unopened shipping bag/box, we will issue a refund, excluding the shipping fees, regardless of whether your order qualified for free shipping. Shipping fees are charged by the carriers and are nonrefundable.
If you ordered the wrong product, we could make an exchange only if your order hasn’t been processed. Once the order is processed, we cannot retrieve the package. If your order has already been processed, you must place a new order. You will need to take the unopened bag/box you don't want to keep to the carrier and mark it as “Return to Sender.” We will issue a refund , excluding the shipping fees, regardless of whether your order qualifies for free shipping once we receive the unopened package/box.
If the carrier cannot deliver the order to your address due to a wrong address being entered or refusal (Return to Sender), we’ll issue a refund. However, all shipping costs are non-refundable and will be deducted from your refund. If your order qualifies for free shipping, we will remove the shipping fees from the total refund.
Wrong item received
If you received a different item than what you ordered, please get in touch with customer care at email@example.com within two business days. We’ll ask you to return the wrong item, and we’ll place a new order.
If you receive a defective product, you can return the item within 30 days of delivery. We can only replace the product with the same one and ship you the replacement at no additional cost. Please keep in mind that minor color variations are not considered defective.
Before you return a defective item, contact firstname.lastname@example.org. No faulty returns will be accepted without a return authorization.
We can only cancel orders that don't have a shipping label created. Once the shipping label is created, we cannot retrieve the package from the carrier. However, you can mark the package “Return to Sender.” Once we receive the package, we’ll issue a refund, excluding the shipping fees. If your order qualifies for free shipping, we will deduct the shipping fees from the total refund.
Damaged items during delivery
Suppose you notice items being damaged in shipment or have evidence of damage to the outer shipping box. In that case, you need to contact the carrier and request additional information on the procedure to file a claim. We cannot take responsibility for any damage that may occur during delivery.
Lost, stolen, or late orders
Unfortunately, some orders don’t make it to their final destination. We cannot accept any responsibility for orders that have been lost or stolen during shipping. You must contact the carrier directly and file a claim if your order is late, stolen, or lost.
Please ensure you have provided us with the correct address. Your address is copied exactly as provided onto your shipping label. HotCherry is not responsible for misdirected packages resulting from incorrect information being input on the order page. We cannot change or update an address once the item is in transit.
Contact customer care
If you have any questions and are unsure which of the situations mentioned above apply to your case, please contact our customer care via email - email@example.com and include your order number within that correspondence and any other information that might assist in resolving your issue faster.