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 of your order total less the actual outbound shipping cost we incurred and a 3.5% payment processing fee. This applies even if your order shipped under our free-shipping offer, as the shipping cost is still charged to us.

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 at care@hotcherry.com.

If we're able to cancel your order before it has been processed for shipment, we'll issue a refund of your order total less a 3.5% cancellation fee. This fee covers non-recoverable payment processing costs that are billed to us the moment an order is placed and are not returned to us when a refund is issued, whether or not the order has shipped.

Once an order has been processed for shipment, it can no longer be canceled. If you no longer wish to keep your items at that point, please refer to the terms above 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, we'll issue a refund of your order total less the actual outbound shipping cost we incurred and a 3.5% payment processing fee. This applies even if your order shipped under our free-shipping offer, as the shipping cost is still charged to us.

Lost, stolen, 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.