Return, Refund & Shipping Policy

Returns
Items may be returned or exchanged within 7 days of receipt in case of product defect. If 7 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Used, damaged, or altered products may not be returned.

The customer will need to call our Customer Service Department at +966 554321563 or fill out our Return request form to initiate the return process.

Additional non-returnable items:

• Gift cards
• Products without proof of purchase or receipt
• Hygiene products
• Any item not in its original condition, is damaged, or has missing parts for reasons not due to the Hotpack KSA team’s error

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 - 21 working days (except for Cash on Delivery) from the date of cancellation (working days do not include Friday or any public holidays). Please note that if the initial payment was made through Cash on Delivery, the refund timeframe might take up to 25 days to process.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at webstore.sa@hotpackglobal.com

Items on promotion (if applicable)
Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
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.sa@hotpackglobal.com.

Shipping
The Customer will need to pay the shipping charges (30 SAR) for any product return (excluding damaged/defective products or wrong products delivered by the Hotpack KSA team) or send the item to:

Hotpack Global Trading Company, Office number 21, 1st Floor, Rabwa Plaza, Umr Ibn Abdul Aziz Street, Rabwa, Riyadh, Kingdom of Saudi Arabia

If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on your location, the time it may take for an exchanged product to reach you may vary.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or if the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified of your return.