Order Cancellation, Return & Refund Policy

Order Cancellation

Customers may cancel their orders at any time before the order has been shipped.

To cancel an order, customers must contact Hotpack Qatar's customer service team at +974 3006 7866 or send a mail to webstore.qa@hotpackglobal.com

Customers must provide the customer service representative with their order number and the reason for their cancellation.

The customer service representative will process the cancellation request.

Once the cancellation has been processed, the customer will receive a confirmation email.

If the order has already been shipped, the customer may be able to request a refund.

The customer service team will be able to help the customer with this process.

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)

Returns
Items may be returned or exchanged with 14 days of receipt in case of product defect. 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 +974 3006 7866 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.

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

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
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 webstore.qa@hotpackglobal.com

Items on promotion (if applicable)
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
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.qa@hotpackglobal.com

Shipping

The Customer will need to pay the shipping charges (10 QAR) for any product return. (excluding damaged/defective products or wrong products delivered by the Hotpack Qatar team) or send your item to Hotpack Packaging Building No. 299, Al Jazeera Complex- A, Salwa Road, Doha, Qatar.

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

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

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.