Free delivery across UAE for all orders above 39AED.

FAQs

Q. I received a defective/damaged item, can I get a refund?

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.

Q. I received a wrong item, how can I return it?

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.

Q. I have changed my mind; can I return what I have bought?

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.

Q. How long does it take the courier to collect the returned items?

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.

Q. How can I receive a refund if I paid by Credit Card?

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.

Q. Can I Replace or Exchange an item rather than a refund?

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.

Q. I lost the Original Packing in which I received the item, how can I still return it?

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.

Q. What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?

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

Q. Who pays for the shipping charges when I return an item?

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.

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