1. Changed Your Mind?
If you’re a consumer, you can cancel your order for any reason within 14 days of delivery, under the Consumer Contracts Regulations 2013.
- Bags must be unopened and in a resaleable condition to qualify for this cooling-off return.
- Because Hotmax is delivered on pallets, you are responsible for arranging and paying for return carriage unless the item is faulty or we agree otherwise. Please contact us first – we can often arrange collection for a fee.
- Once we receive the returned Products (or evidence they’ve been sent back), we will refund you within 14 days, using your original payment method.
- We may make a deduction from your refund if the value of the Products has been reduced by unnecessary handling.
2. Faulty, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or different from what you ordered, this is covered by your rights under the Consumer Rights Act 2015 – and it doesn’t cost you anything to return it.
- Within 30 days of delivery: you’re entitled to a full refund or replacement.
- After 30 days: we’ll offer a repair, replacement, or partial refund, depending on the issue.
Please contact us within 48 hours of delivery with your order number and photos of the damage or fault, so we can resolve it quickly.
3. How to Start a Return
Contact our customer service team before sending anything back, so we can advise on the best way to arrange collection given the size of pallet orders:
- Email: [email protected]
- Phone: 01668 213467
- Please have your order number ready
4. Refunds
Approved refunds are issued to your original payment method, typically within 5-10 working days of us receiving the returned goods or confirming there’s no need to return them. Original delivery charges are refunded in full for faulty/incorrect items. For change-of-mind returns, the original delivery charge is refunded only up to the cost of our standard delivery option.
5. Promotional Orders
Orders placed under a limited promotional offer (for example, this pallet offer) remain subject to this Returns Policy in addition to any specific offer terms stated at the time of purchase. Cancelling a promotional order does not guarantee re-entry into a closed or fully-subscribed offer.
6. Exceptions
The following are not eligible for change-of-mind return, though your statutory rights for faulty goods always apply:
- Bags that have been opened, used, or exposed to weather/moisture after delivery
- Any Product where the seal has been broken, for quality and handling reasons
7. Your Statutory Rights
This policy sits alongside, and does not affect, your statutory rights as a consumer under English law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
8. Contact Us
- Email: [email protected]
- Phone: 01668 213467