FAQs

In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact within 14 days of purchase. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred. If you require to exchange it for the same item, send us an email at webstore@hotpackglobal.com.

In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 14 day returns.

If you changed your mind before the product is shipped, just call us to cancel your order and we will process the refund along with any shipping fees applied. If you wish to return the item after it's been shipped, you have up to 14 days to return them, keeping the return policy in mind.

Typically, Courier representative will contact you within 3-5 days from the day you requested a return. However, it might sometimes take up to two weeks for a courier to collect the item.

If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your card. The amount paid may take up to a month to reflect in your card statement or Cash U, depending on individual’s bank process. Please note a minimum return order amount of 30AED is required to refund to card if not we the amount will be returned as cash.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at webstore@hotpackglobal.com. This claim needs to be made within 14 days of purchase. Replacement or Exchange once this period has passed will not be accomodated.

We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it, however in this case, please check the Help Center for more information.

A brand-new, unused, unopened, undamaged item in its original packaging . Packaging should be the same as when it was delivered to you.

The Customer will need to pay the shipping charges (10 AED) for any product return. (excluding damaged/defect products or wrong products delivered by Hotpack Global team) or send your item to Hotpack FZCO Dubai Branch, National Industries Park, Plot Number TP 020501, Jabel Ali, Dubai. PO Box - 80590 If you receive a refund, the cost of return shipping will be deducted from your refund.