Refund policy

Returns & Refund Policy

We stand behind every order we ship. If your order arrives damaged, defective, or incorrect, or is confirmed lost in transit, we're here to make it right. Email support@hottoget.com with your order number, and our team will help you with the next steps.

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

To help us resolve your claim quickly, please provide:

  • Your order number
  • Clear photos or a short video showing the issue
  • A photo of the shipping label on the outer packaging

Once we confirm the issue, we'll provide a free replacement or a full refund. You won't need to return the affected item, and there will be no additional cost to you. This coverage applies to every order, regardless of order value.

Orders In Transit

Once your order has shipped, it can no longer be cancelled, and we do not issue refunds while a package is in transit with active tracking. Delivery times in our Shipping Policy are estimates, and a package that is still moving through the carrier network is not considered lost.

If you no longer want an order that has shipped, you may (a) accept delivery and request a change-of-mind return under the terms below, or (b) refuse delivery. For refused or returned-to-sender packages, we will refund the item price once the package is back with us, minus the actual shipping costs we incurred.

Lost Orders

An order is considered lost if it has not been delivered within 30 days of the shipping confirmation, or if tracking shows no update for 15 consecutive days. For confirmed lost orders, we will first reship your order at no cost. If reshipment is not possible, or the reshipped order is also lost, we will issue a full refund.

Change-of-Mind Returns

We accept change-of-mind returns on every order, with no minimum order value, provided the request is made within 30 days of delivery.

Because some products are shipped from overseas fulfillment centers, return shipping costs for change-of-mind returns are the responsibility of the customer. This does not affect your coverage for damaged, defective, incorrect, or lost orders, which is always free.

How to Return an Eligible Item

  1. Email support@hottoget.com with your order number and the reason for the return.
  2. Wait for our written return authorization and return address. Return addresses vary by fulfillment location, so please do not send an item back before receiving authorization.
  3. Ship the item using a tracked service and send us the tracking number.

Returned items must be unused, complete with all accessories, and in their original packaging. Return shipping costs for change-of-mind returns are the responsibility of the customer. Your refund will be issued after the returned item arrives and passes inspection.

What "Full Refund" Means

A full refund is 100% of the amount you paid for the affected item(s), including any tax we collected, returned to your original payment method. Full refunds apply only to:

  • Orders cancelled before shipment
  • Confirmed lost orders where reshipment is not possible
  • Damaged, defective, or incorrect items confirmed under this policy

Change-of-mind returns and refused deliveries are refunded for the item price, minus shipping costs as described above.

Claim Requirements

To help us verify and resolve claims fairly, we may be unable to approve a refund or replacement when:

  • Required photo or video evidence has not been provided.
  • The evidence does not correspond to the item or order being claimed.
  • The item shows signs of misuse, accidental damage, unauthorized modification, or normal wear.
  • A returned item is incomplete or missing its original packaging when those items are required for the return.
  • A return was sent without receiving return authorization first.
  • The claim is submitted outside the applicable time period.

We review each claim individually and will explain the outcome to you in writing.

Refund Processing

Approved refunds are sent to your original payment method within 2 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the funds to appear in your account.

Cancellations

You may cancel your order for a full refund at any time before it ships. Once your order has shipped, it can no longer be cancelled; see Orders In Transit above.

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

UK and EU Customers

Nothing in this policy limits your statutory right to withdraw from your purchase within 14 days of delivery. If you exercise this right, you are responsible for the cost of returning the item.

Contact

COTIEN LLC
444 Alaska Avenue, Torrance, CA 90503, United States
Email: support@hottoget.com
Phone: +1 (209) 266-6895