Refund policy
Hotligh Cancellation, Return & Refund Policy
This policy applies to all purchases made on the official HOTLIGH website. It is designed to clearly explain our order cancellation, return, exchange, and refund procedures.
1. Cancellation
1.1 Eligible Situations
Order cancellations are only accepted before the order has been shipped.
Once an order has been shipped, it cannot be canceled. Please refer to the Return section below.
1.2 Processing Time
After you submit a cancellation request, we will review and process it within 48 hours.
1.3 Refund Timeframe
If the cancellation request is approved, the refund will be issued to the original payment method.
Refunds usually arrive within 3–7 business days, depending on your bank or payment provider.
2. Return & Exchange
2.1 Conditions
(1) Return / Exchange Period
Returns or exchanges may be requested within 30 days of delivery.
(2) Eligible Situations
Returnable situations include:
Non‑human‑caused quality issues;
Receiving an incorrect product;
Products damaged during shipping (photo/video proof required).
Exchangeable situations include:
Product quality issues where a replacement of the same item is preferred;
Product not functioning properly upon arrival.
Note: If the conditions for return and exchange are the same, we will handle your request based on your preference.
(3) Required Information
To apply for a return or exchange, please provide:
Order number;
Product name;
Clear photos or videos showing the issue, packaging, or condition of the product.
2.2 Return & Exchange Process
Step 1: Submit a Request
Please contact our customer support team via email at support@hotligh.com to request a return or exchange.
We will review your request and respond with a solution within 2 business days.
Step 2: Ship the Item Back
After receiving approval, please ship the product back within 7 days following our instructions.
Once shipped, reply to our email with the valid tracking number.
Step 3 (Exchange Only): Reshipment
After we receive and inspect the returned item, a replacement will be shipped within 3–5 business days.
A new tracking number will be provided by email.
2.3 Return / Exchange Address
The return or exchange address is not fixed and will be provided by our support team via email.
Please do not return items without confirmation, as unapproved returns may be refused.
2.4 Return & Exchange Shipping Costs (Shared Responsibility Model)
(1) Customer‑Covered Situations
Returns due to personal reasons (non‑quality related);
Returns caused by incorrect address, refusal of delivery, or similar issues.
(2) HOTLIGH‑Covered Situations
Confirmed product quality issues;
Incorrect or missing items caused by us.
Important Notes:
If HOTLIGH covers the return shipping cost, reasonable shipping fees will be refunded or compensated after confirmation;
If the customer is responsible for reshipment costs, the exact amount and payment method will be communicated in advance.
2.5 Additional Notes
Any additional fees such as customs duties or clearance charges will be handled based on the specific situation;
Packages returned without prior approval will not be accepted.
3. Refund
3.1 Refund Amount
(1) Full Refund
Approved returns that meet our policy conditions;
Successfully canceled orders before shipment.
(2) Partial Refund
Missing accessories where the customer agrees not to receive replacements;
Minor cosmetic defects that are acceptable to the customer with compensation.
3.2 Refund Process
(1) Processing & Timeframe
Refunds will be processed within 3 business days after we receive the returned item or confirm a partial refund agreement;
A confirmation email will be sent once the refund is issued;
Refunds usually arrive within 3–7 business days.
(2) If You Have Not Received Your Refund
If the refund has not arrived after the expected timeframe, please contact us at support@hotligh.com for assistance.
4. After‑Sales Contact Information
Email: support@hotligh.com
Important Notice: All return, exchange, or refund requests must be submitted in advance by contacting our official customer support email. Unapproved returns or exchanges will not be accepted.
