Return Policy

What is HotCherry’s return policy?

Due to the intimate nature of our products and for health and hygiene reasons, we accept returns or exchanges only on products where the shipping seal or box remains unopened. Return requests must be initiated within 30 days of delivery.

For everyone’s safety and peace of mind, we would never resell an item that may have been handled by another customer.

Refusing delivery

If you wish to receive a refund, you must refuse delivery at the time of delivery. Once a package has been accepted, opened, or brought inside, we’re unable to process a refund or exchange unless the product is defective. If a refused package is returned to our warehouse, we’ll issue a refund minus our original shipping costs. This applies even if your order originally shipped with free shipping.

Defective or non-functioning products

If your item is defective or not functioning properly within 30 days of delivery, we’re here to help. We can replace the item with the same product at no additional cost, or we can help troubleshoot the issue if it can be resolved quickly.

To receive assistance, please contact care@hotcherry.com with your order number and clear photos or videos showing the issue. Please note that due to monitor settings and lighting, minor color variations may occur.

Order cancellations

We strive to get your order to you as quickly as possible; therefore, orders are typically processed within 30 minutes. If you need to cancel, please contact us immediately. Once an order has been processed, it can no longer be canceled. However, if you no longer wish to keep your items, please refer to our Return Policy upon delivery.

Opened boxes

For health and hygiene reasons, we’re unable to accept returns on opened shipping packages. Once the shipping package has been opened, the order is considered final and cannot be returned or refunded.

Any shipping packages that have been opened and returned to us cannot be accepted or processed, and unfortunately, no refund can be issued. If you believe your item is defective, please contact us before returning it. We’re happy to help.

Undeliverable, refused, or returned orders

If a package is returned to us due to an incorrect address, a refusal after shipment, or failed delivery attempts, a refund will be issued, less our shipping costs. This applies even if your order originally shipped with free shipping.

Lost, stollen, or delivered but missing packages

We strive to ensure every order arrives safely. Please ensure your shipping address is entered correctly at checkout, as we cannot redirect packages or take responsibility for delivery errors resulting from incorrect address information.

If a package is marked as "Delivered" by the carrier but you have not received it, please contact the carrier directly to initiate a claim. While we are unable to provide automatic refunds or replacements for confirmed deliveries, we are happy to provide any documentation needed to assist you in your investigation with the shipping provider. For lost or stolen packages that have not been marked as delivered, please contact care@hotcherry.com so we can help you resolve the issue with the carrier.