Return & Refund Policy

Returns
Items may be returned or exchanged within 14 days of receipt. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Used, damaged, or altered products may not be returned.

The customer will need to call our Customer Service Department on +971 48231111 or fill our Return request form to initiate the return process.

Additional non-returnable items:

• Gift cards
• Products without proof of purchase or receipt.
• Hygiene Products
• Any item not in its original condition is damaged or missing parts for reasons not due to Hotpack Global teams error.

Return Shipping Charges

The Customer will need to pay the shipping charges (15 AED) for any product return. (excluding damaged/defective products or wrong products delivered by the 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

Please note, If the quantity for return is above 5 Cartons there will be a charge of up to AED 50 depending upon the weight of the product.

If you receive a refund, the cost of return shipping will be deducted from your refund.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Refunds (if applicable)
Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return application is approved, then your refund will be processed, and the credit will automatically be applied to your credit card or original method of payment*, within 14 - 21 working days from the date of receiving the return package(working days do not include Saturday and Sunday or any public holidays).

*Cash on Delivery orders will be refunded via Bank transfer only. 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first recheck your bank account.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@hotpackglobal.com

Items on promotion (if applicable)
Only regular-priced items may be refunded, unfortunately, items on promotions cannot be refunded. (promotions include and are not limited to Buy 1 get 1, Buy 2 get 1, Amount of order on minimum spend)

Canceled Order (if applicable)
If you have paid for the order online and canceled it prior to our package being fulfilled/dispatched from our warehouse the refund will be processed within 14 - 21 working days from the date of cancellation (working days do not include Saturday and Sunday or any public holidays). For orders canceled after being fulfilled/ dispatched from the Hotpack warehouse, the customer will need to pay a cancellation fee of 15 AED.

Exchanges (if applicable)
We only replace items if they are defective or damaged If you need to exchange it for the same item, please contact us. 

If there has been an error by the Hotpack webstore team in the item we have dispatched and has been cross-confirmed we will ensure to take responsibility to collect the wrong package and deliver the correct items without any additional charges.