Return & Refund Policy (USA & UK)

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At Hot Soft Brand, we want you to be confident in your purchase. This policy explains your rights and our procedures for returns, refunds, and cancellations for customers in the United States and United Kingdom.

1. Hygiene & Intimate Products Notice

Due to health and hygiene reasons, lingerie and intimate apparel are treated as hygiene-sensitive items.

👉 Under UK law, intimate goods are exempt from returns if the hygiene seal is broken.
👉 Under US practice, returns may be limited for intimate wear.

2. Returns Eligibility

✅ Returns are accepted if:

The item is unused, unworn, unwashed
Hygiene seal, tags, and original packaging are intact
The return request is submitted within 14 days of delivery (UK & EU standard)
The item is defective, damaged, or incorrect

❌ Returns are NOT accepted if:

The hygiene seal has been removed or damaged
The item has been worn, washed, or altered
The product was purchased on sale, clearance, or final sale
The return is due to size, fit, or personal preference
The return request is submitted after 14 days (unless faulty)

3. UK Right to Cancel (14-Day Cooling-Off Period)

UK customers have the legal right to cancel an order within 14 days of receiving it, except for:

Sealed lingerie or intimate items once unsealed
Personalized or custom-made items
Clearance or final-sale items

To cancel, you must notify us in writing before returning the item.

4. How to Request a Return

Please contact us at:

Email: support@hotsoftbrand.com

Include:

Order number
Reason for return
Clear photos or video (for damaged or incorrect items)

Requests are reviewed within 2–3 business days.

5. Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect
Original shipping charges are non-refundable
We recommend using a tracked shipping service
We are not responsible for items lost during return shipping

6. Refunds

Once your return is received and inspected:

Refunds are processed within 5–10 business days
Refunds are issued to the original payment method
You will receive email confirmation once processed

Partial Refunds May Apply If:

Packaging is damaged
Tags or hygiene seals are missing

7. Exchanges

We only offer exchanges for:

Defective items
Damaged items
Incorrect items sent

We do not offer exchanges for size or style preferences.

8. Order Cancellations

USA & UK:

Orders may be canceled within 12 hours of placement
Orders that have been processed or shipped cannot be canceled

9. Non-Returnable Items

The following items are non-returnable:

Lingerie with broken hygiene seals
Panties, bodysuits, and intimate sets
Clearance or final-sale items
Gift cards

10. Damaged or Incorrect Items

If your order arrives damaged or incorrect:

Contact us within 48 hours of delivery
Provide photos or video proof
We will offer a replacement or full refund, including shipping

11. Contact Information

For questions or return requests, contact us:

Brand Name: Hot Soft Brand
Email: support@hotsoftbrand.com
Serving: USA & UK
Country of Operation: Pakistan

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