Refund Policy

HotFarm Returns and Complaints Policy

At Hot Farm, we are committed to the high quality of our products and to your satisfaction. If you are not happy 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 returns and complaints policy.

1. General terms and conditions for returns and complaints

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

  • If a defect is found, or the product does not match the one you ordered, we will offer the following options:

    • A refund of the amount paid.
    • Replacement of the product with an identical one.
    • Store credit for future purchases, which can be used within 12 months of the date of issue.

     

  • For returns and complaints, you will need to provide:

    • Proof of purchase (invoice or receipt).
    • A description of the problem with the product and a photo.

2. Complaint terms for promotional bundles and sets

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

  • If you purchased products as part of a special offer and wish to return them, the refund will be based on the discounted value of the order.

3. Returns and complaints procedure

  1. Contact us using the contact details below to let us know that you wish to make a return or file a complaint.
  2. You will receive instructions for sending the products back to us.
  3. Once your complaint has been reviewed and approved, we will offer you the most appropriate solution for your case.

5. Exceptions to the returns policy

  • Products that have been used or unsealed, or whose packaging has been damaged, cannot be returned, except in the case of a proven manufacturing defect.
  • Personalized products and products made to individual order cannot be returned either.

6. Contact us

If you have any questions or wish to file a complaint, please contact our team:

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

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