Refund Policy
Last updated: November 3, 2026
At HOTROS we want you to love your purchase. If you are not satisfied, you can return most items within 30 days of delivery for a full refund.
Return window
You have 30 days from the day you receive your order to request a return.
Conditions
To be eligible for a return, the item must be:
- Unused and in the same condition you received it
- In its original packaging, with all parts and accessories
- Accompanied by your order number or proof of purchase
Items that cannot be returned
- Gift cards
- Items marked "Final Sale" on the product page
- Items damaged by misuse after delivery
How to start a return
- Email help@hotros.shop with your order number and the reason for the return.
- We reply within 1–2 business days with return instructions and the return address.
- Ship the item back with a tracked shipping service and send us the tracking number.
Please do not send items back without contacting us first. Returns sent without approval cannot be processed.
Return shipping costs
The customer pays return shipping costs, which are non-refundable. If the item arrived damaged, defective or wrong, we pay return shipping or send a replacement at no cost to you.
Damaged, defective or wrong items
Please inspect your order on arrival. If an item is damaged, defective or not what you ordered, email us within 48 hours of delivery with photos of the item and the packaging. We will send a free replacement or give you a full refund, including the original shipping cost.
Refunds
Once we receive and inspect your return, we email you to confirm. Approved refunds are issued to your original payment method within 5 business days. Your bank may take a further 5–10 business days to show the credit. Original shipping charges are refunded only for damaged, defective or wrong items.
Exchanges
We do not offer direct exchanges. Return the item for a refund and place a new order for the item you want.
Order cancellations
You can cancel your order free of charge within 12 hours of placing it, before it ships. Email help@hotros.shop with your order number. Once an order has shipped, it can no longer be cancelled, but you can return it under this policy.
Late or missing refunds
If you have not received your refund after 15 business days, first check with your bank, then contact us at help@hotros.shop.
Contact
HOTROS
1375 4th St, Portage Des Sioux, MO 63373, United States
Email: help@hotros.shop · Phone: +1 717-387-3784