What is HotCherry’s return policy?
Because of the intimate nature of the products we sell and for hygienic reasons, once an item leaves our warehouse, they are considered used and 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.
If the shipping box/bag is unopened you can return your complete order. We do not allow for individual items to be returned when you have ordered multiple products, as we cannot verify whether individual products have been touched or used.
In the event that you would like to return an item in unopened/original shipping bag/box, 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 regardless whether your order qualified for free shipping. Shipping fees are charged by the carriers and are nonrefundable.
In the event that you ordered the wrong product, we can 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, then you will need to 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 whether your order qualified for free shipping once we receive the unopened package/box.
In the event that the carrier 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. If your order qualified for free shipping, we will deduct the actual shipping fees from the total refund amount.
Wrong item received
If you received a different item than what you have ordered, please contact customer care at firstname.lastname@example.org within 2 business days. We’ll ask you to send us the wrong item back and we’ll place a new order.
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. Before you return a defective item, contact email@example.com. No defective returns will be accepted without a return authorization.
We can only cancel orders that doesn't have shipping label created. Once the shipping label is created, we cannot retrieve the package back from the carrier. However, you can mark the package “Return to Sender”. Once we receive the package back, we’ll issue a refund excluding the shipping fees. If your order qualified for free shipping, we will deduct the actual shipping fees from the total refund amount.
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 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, 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 carrier directly and file a claim.
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 as a result or 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 not sure which of the above mentioned situations apply to your case, please contact our customer care via email - firstname.lastname@example.org and include your order number within that correspondence and any other information that might assist in resolving your issue faster.