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 contact care@hotcherry.com. When returning an unopened shipping package, a restocking fee of 10% of the purchase price will be deducted from your refund along with the shipping fee.
Ordered incorrectly
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.
Returned orders
If the carrier cannot deliver the order to your address due to a wrong address being entered or refusal, we’ll issue a refund excluding 10% restocking fee and the shipping fee. All shipping costs are non-refundable and will be deducted from your refund. If your order qualifies for free shipping, we will deduct the shipping fees and issue a refund for the balance.
Note: Shipping fees for large and bulky items vary vastly based on size, weight and the shipping destination. Our customer service can provide the exact shipping cost that will be deducted from your refund.
Wrong item received
If you received a different item than what you ordered, please contact customer care at care@hotcherry.com within two business days. We’ll ask you to return the wrong item, and we’ll place a new order.
Defective products
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 care@hotcherry.com.
Order cancellation
We typically process orders within 30 minutes from the time the order was placed. Once an order is processed, we are unable to cancel it. If you no longer wish to receive your order, you can refuse it at delivery or contact customer care to request cancellation.
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 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 get in touch with 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.