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Free standard shipping on orders over QAR 100
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:
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.
Ideal for favorites like fries, chicken tenders, and mozzarella sticks, or for cold items like veggies and pasta salad. The sturdy coated paper construction ensures reliability, while the open-top design allows for easy customization with sauces and condiments. Plus, the charming hearthstone pattern adds a rustic yet modern touch to any setting.
Product Specification
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper , however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
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