1. Contact Us

If you need assistance, our official customer support team is here to help.

  • Customer Support Email: service@hotsvibe.com

  • Response Time: We typically respond within 24 hours on business days (Monday–Friday). Messages received on weekends or public holidays will be handled on the next business day.

  • What to Include: When you contact us, please include your order number, the email address used at checkout, and a clear description of your issue. Attach photos or screenshots where applicable to help us resolve your request faster.

2. Tips Before You Buy

To ensure you get the right product and a seamless experience, please take a moment to:

  • Read product pages carefully. Review descriptions, size/spec sheets, materials, compatibility notes, and any care instructions before purchasing.

  • Check images and spec details. Many items have variations (color, size, power plug type). Confirm the SKU or variation before adding to cart.

  • Contact us for clarification. If anything is unclear—size, materials, battery type, waterproof rating, or compatibility—email service@hotsvibe.com before you order. We’ll reply with the most accurate information available.

3. Return Policy — Overview & How to Start a Return

Because many of our products are intimate or personal-use items, we prioritize customer safety and hygiene. To protect our customers, we generally accept returns only for items that are unopened and in original, intact packaging.

Eligibility

  • Accepted: Unopened items with original seals, tags, and outer packaging intact, returned within 90 days of purchase.

  • Not accepted: Opened/used items unless they are defective (see Section 4). Products marked non-returnable on the product page are excluded.

How to Request a Return

  1. Email us first at service@hotsvibe.com within 90 days of purchase. Include:

    • Your order number;

    • Photos of the unopened package (showing seals and outer packaging); and

    • A brief reason for the return.

  2. Once we confirm eligibility, we will provide a return shipping address and instructions.

  3. Return shipping is paid by the customer, unless the return is due to our error (e.g., wrong or defective item). Use a trackable shipping method and keep your tracking number.

  4. After we receive and inspect the returned package, we will process your refund.

Processing Time

  • Please allow 3–4 weeks for us to receive and process returns (this includes transit and inspection). We will email updates during the process.

  • Refunds will be issued to the original payment method. Bank posting times vary (typically 3–7 business days after we issue the refund).

Common Reasons Customers Return Items

We accept returns in the scenarios below — provided the item is unopened and in original condition:

  • Duplicate orders by mistake

  • Changed your mind

  • Wrong product ordered

  • No longer needed

  • Price or promotional issues

4. Defective Items — Replacement & Proof Required

We stand behind our products. If you receive an item that is defective, please contact us within 90 days of purchase.

What to Send Us

Email service@hotsvibe.com with:

  1. Order number and the SKU of the defective item.

  2. A brief description of the issue.

  3. Clear photos or a short video showing the defect or malfunction (this speeds up verification).

Our Remedy

  • After confirming the defect, we will replace the item with the same product or offer a product of equal value if the original is unavailable.

  • If replacement is not an option, we will provide refund details as per our Returns Policy.

  • If additional diagnostic steps are needed (e.g., firmware reset, charging test), our support team will guide you through them before finalizing a replacement or refund.

5. Basic Troubleshooting — Things to Check Before Reporting a Problem

Before you file a defect claim, please try these steps — many issues turn out to be simple to resolve:

  1. Charge the device fully. Make sure the item has a full battery charge. Some devices require several hours on initial charge.

  2. Power on correctly. Hold the power button for 3–5 seconds to turn it on (some models need a long press).

  3. Remote-controlled items: Confirm the main unit is turned on before testing the remote. Replace or check the remote’s battery if it’s not responding.

  4. Read the manual. Consult the product instruction leaflet for model-specific operation, pairing, or maintenance steps.

  5. Do NOT use while charging unless the manual explicitly states that the product supports simultaneous charging and use.

If the item still doesn’t work after these checks, email us with the details and supporting media.

6. Lost, Misdelivered, or Returned Packages — What We Do

We aim to make delivery reliable. If problems occur, here’s how we handle common scenarios:

  1. Delivered but not received by you: If tracking shows “delivered” to the destination address but you did not receive it, we cannot automatically issue a refund. Please check with neighbors or carriers first. For assistance, contact service@hotsvibe.com with tracking details.

  2. Lost in transit: If the carrier confirms the parcel is lost, we will resend the same item at no additional cost.

  3. Delivered to the wrong address: If the carrier confirms delivery to an incorrect address, we will reship the same item.

  4. Returned to sender (incorrect address / uncollected): If the package is returned because of an incorrect address or because it was not picked up, we can resend the item upon customer request. Additional shipping fees will apply, and we’ll provide the exact cost before reshipping.

  5. Returned due to customs or carrier exception: If a parcel is returned for reasons beyond our control (customs refusal, carrier error), we will typically resend the item once returned to our facility.

  6. Timeframe for claims: Contact customer service within 30 days of purchase for assistance with missing, lost, or returned parcels. Provide your order number and tracking info.

Important: In many cases we must rely on carrier investigations and proof. Keeping tracking numbers and promptly reporting issues helps us resolve matters faster.

7. Order Cancellation & Cancellation Fees

If you need to cancel, act quickly. Orders move through stages (order, production, shipping), and cancellation possibility depends on timing.

  • How to cancel: Email service@hotsvibe.com within 24 hours of purchase with your order number and cancellation request.

  • Cancellation fee schedule (applies to production flow):

    • < 24 hours (before production begins): 5% cancellation fee.

    • ≥ 24 hours (production in progress): 25% cancellation fee.

    • ≥ 3 days (production completed): 50% cancellation fee.

    • Once shipped: Orders cannot be canceled. If you no longer want it, refuse delivery or follow the return process once the package is delivered.

If cancellation cannot be completed and you receive the order, you may return the unopened item per the Return Policy (return shipping at customer expense unless the order was our error).

Refund Timing

After we process a refund, it typically appears on your statement within 3–7 business days, depending on your bank or payment provider.

8. Wrong Item Received

If you believe we shipped the wrong product, please contact us within 90 days of purchase and provide the following:

  1. Photo of the shipping label on the package (shows recipient and tracking).

  2. Photo of the product SKU displayed on the product’s inner/outer bag or label.

  3. Photo of the full packaging and the product itself.

Once we verify the mistake, we will provide instructions for returning the wrong item and arrange a replacement shipment or refund. If the error was on our part, we will cover return shipping.

9. Policy Updates

We reserve the right to update or modify our return / refund / cancellation policies at any time to improve customer experience or comply with changing regulations. Material changes will be posted to the website. If you have an open claim or return, we will honor the policy in effect at the time of your purchase, unless otherwise required by law.

10. Need More Help?

If you have questions not covered above, or need personalized assistance:

  • Email: service@hotsvibe.com

  • When you reach out, please include: the order number, the email address used at checkout, relevant photos or screenshots, and a concise description of the problem. This helps us resolve things quickly.