Refund Policy

HotFarm return and claim policy

We, in Hot Farm/HotFarm, We value the high quality of our products and your satisfaction. In case you are not satisfied with your order or the products do not meet your expectations, you can count on our support. Below you will find detailed information about our return and complaint policy.

1. General terms and conditions for returns and complaints

  • You have the right to return the purchased products or file a complaint within 14 calendar days from the date of receipt of the order. This right only applies to products that are in their original packaging and have not been used.

  • If a defect or discrepancy is found with the product you ordered, we will offer the following options:

    • Refund of the amount paid.
    • Replacing the product with an identical one.
    • Store credit for future purchases that can be used within 12 months from the date of issue.

     

  • For returns and complaints, you need to provide:

    • Purchase document (invoice or receipt).
    • Description of the product problem and a photo.

2. Conditions for complaints regarding promotional packages and sets

  • When purchasing sets or promotional packages, complaints are only accepted for the entire set, not for individual products within it.

  • If you purchased products as part of a special offer and want to return them, the amount will be refunded according to the reduced order value.

3. Return and claim procedure

  1. Contact us at the contacts below to express your desire for a return or complaint.
  2. You will receive instructions for sending the products back to us.
  3. After reviewing and approving the claim, we will offer you the most appropriate solution according to your case.

5. Exceptions to the return policy

  • Products that have been used, unsealed, or with damaged packaging are not eligible for return, unless there is a proven manufacturing defect.
  • Personalized products or those made to order are also not subject to return.

6. Contact us

If you have any questions or would like to file a complaint, contact our team:

  • Phone: 0898 219353 (Mon-Fri: 09:00-17:00)
  • Email: information@hotfarm. EU
  • Contact form: www. hotfarm. EU/contact
  • Social networks:
    • Facebook: https://www.facebook.com/hotfarm.eu
    • Instagram: https://www.instagram.com/hotfarm/?hl=bg

Your trust is important to us. We always strive to offer the best solution for your needs!