Refund policy
We stand behind what we sell. If your order arrives damaged, faulty, or never arrives at all, we fix it. Email support@hottoget.com with your order number to start any claim.
Damaged, Defective, or Wrong Items
Email us within 7 days of delivery with:
- Your order number
- Clear photos or a short video showing the defect or damage
- A photo of the shipping label on the outer packaging
Once we confirm the issue, we send a free replacement or issue a full refund. You do not need to return the item and you pay nothing. This applies to every order regardless of value.
Orders That Never Arrive
If tracking shows your order has not arrived within 30 days of the shipping confirmation, contact us and we will send a replacement or refund you in full.
Change-of-Mind Returns
Returns for change of mind are accepted on orders of $50 or more, requested within 30 days of delivery.
Because our products ship from overseas fulfillment centers, return shipping on lower-value orders costs more than the item itself. For orders under $50 we are not able to accept change-of-mind returns. This does not affect your rights on damaged, faulty, or undelivered orders, which are always covered.
To return an eligible item:
- Email support@hottoget.com with your order number and reason for return.
- Wait for our written return authorization and the return address. Addresses vary by warehouse — items sent back without authorization cannot be traced to your order and cannot be refunded.
- Ship the item using a tracked service and send us the tracking number.
Items must be unused, complete with all accessories, and in their original packaging. Return shipping is paid by you. Your refund is issued after the item arrives and passes inspection.
Claim Requirements
To protect against fraudulent claims, we may decline a refund or replacement where:
- The requested photo or video evidence is not provided.
- The evidence does not match the item or order in question.
- The item shows signs of use, misuse, accidental damage, or unauthorized modification.
- A returned item arrives incomplete, without original packaging, or without prior return authorization.
- The claim is made outside the time windows above.
We review every claim individually and will explain our decision in writing.
Refund Processing
Approved refunds go back to your original payment method. We process them within 2 business days of approval; your bank or card issuer typically takes a further 5–10 business days to post the funds.
Cancellations
Orders can be cancelled for a full refund any time before they ship. Once shipped, the terms above apply.
Non-Returnable Items
- Gift cards
- Items damaged through misuse, accident, or normal wear
- Personal care and cosmetic products that have been opened or used, for hygiene reasons
Contact
COTIEN LLC — Email: support@hottoget.com — Phone: +1 209 266 6895