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Return Policy
At hotlia, we aim to keep our return process calm, simple, and transparent. If you need to request a return, please contact us at [email protected] and our team will assist you.
01｜Return Requests
We accept two types of return requests:Change of mind:
You may request a return within 7 days of receiving your item. Return shipping costs are covered by the customer.
Product-related issues:
If your item arrives faulty, damaged, or not as described, we will cover the return shipping or provide a refund. Requests must be submitted within 30 days of delivery.
02｜Conditions for Return
To ensure your return can be accepted:
• The item must remain unused and in its original packaging.
• Its condition must allow for resale.
• Sale or promotional items are final sale and cannot be returned or exchanged.
03｜Refund Process
Refunds are issued within 3–5 days after the returned item has been received and inspected by our warehouse team. The final posting time may vary depending on your bank or payment provider.
04｜Delivery Issues
If your order is marked as delivered but has not reached you:
• Please contact us within 24 hours of the delivery scan.
• After proof of non-receipt is confirmed, we will arrange a reshipment or a refund.
05｜Special Situations
Certain circumstances may affect how returns are processed:
| Situation | How We Handle It |
|---|---|
| Refused delivery • Item is returned because the parcel was rejected. |
Refunds are issued once the item is returned to us. Shipping fees are non-refundable. |
| Unauthorized return • Package returned without approval. |
Such returns may be refused. All related costs are the customer's responsibility. |
