What is HotCherry’s return policy?

We want you to be completely satisfied with the purchase you made. Continue reading below for more details on our return policy. If you are looking to start a return, please contact care@hotcherry.com. 

Please note: for hygienic reasons, we will not accept non-defective exchanges on any item that has been opened, used, or worn – no exceptions. All items being returned must be in their original condition.

In the event that you would like to return an item, the shipping bag/box must be unopened. You will need to take the package to the carrier mark it as “return to sender”. Upon receiving and confirming the unopened shipping bag/box we will issue a refund excluding the shipping fees. Shipping fees are charged by the carriers and are nonrefundable.

Satisfaction guarantee

At HotCherry, we want to make sure our customers are satisfied with their purchases. To do that, we offer a 100% satisfaction guarantee. If you are not completely satisfied with your purchase, you can return the product you ordered if the shipping bag/box is unopened. For hygienic and safety reasons, we don’t offer exchanges or refunds on any item that has been opened, used or worn. No exceptions are given here.  

Our satisfaction guarantee applies only to unopened items that are in their original packaging. Continue reading below for different return policies that might be applicable to your situation.

Ordered incorrectly

In the event that you ordered the wrong product, we can make an exchange; only if your order hasn’t left the warehouse. If your order has already been shipped, then you will need to place a new order.

If you don’t want to keep your order, either because you no longer want it or because you ordered incorrectly the wrong item, you can have it marked “Return to Sender.” We will issue a refund once we receive the returned item and ensure it can be restocked.

Returned orders

In the event that the courier is unable to 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 nonrefundable and they will be deducted from the refund you receive.

Wrong item received

If you received a different item than what you have ordered, please contact customer care at care@hotcherry.com within 2 business days. We’ll ask you to send us the wrong item back and we’ll place a new order.

Defective products

If you receive a defective product, you can return the item within 30 days from the date of delivery. We can only replace the product with the same product and ship you the replacement at no additional cost to you.

Order cancellation

We can only cancel orders that haven’t left our warehouse. Once the order leaves our warehouse, we cannot retrieve the package back from the courier. However, you can mark the package “Return to Sender.” Once we receive the package back, we’ll issue a refund excluding the shipping fees.

Damaged items during delivery

If you notice items being damaged in shipment, or have evidence of damage to the exterior shipping box, you need to contact the courier 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, there are orders that don’t make it to their final destination. We cannot accept any responsibility for orders that have been lost or stolen during shipping. If your order is late, stolen or lost, you will need to contact the courier directly and file a claim.

Contact customer care

If you have any questions and are not sure which of the above mentioned situations apply to your case, please contact our customer care via email - care@hotcherry.com and include your order number within that correspondence and any other information that might assist in resolving your issue faster.