Returning goods

What is the Returns Policy?
Every product we sell undergoes the strictest quality control procedure before it reaches you - and we're confident that you'll be delighted with the end result. Hotter's 100% Happy Promise allows you to send your item(s) back to us for refund. No quibble, your comfort is our promise. Simply return within 90 days of purchase. During Sale periods we do ask you to return any goods within 14 days of receipt.

This is in addition to the Consumer Contracts Regulations.

How long have I got to return goods?
To receive a refund you have 90 days to return goods you have purchased from www.hotter.com.

How do I return my goods?
We're delighted to offer a returns service in the following countries:- Austria, Belgium, Denmark, Finland, France, Germany, Republic of Ireland, Italy, Luxembourg, the Netherlands, Portugal, Spain, Sweden and the UK.

Wherever possible all items should be packaged into a single parcel. If you do not have the original packaging or box, please ensure that the parcel is securely packaged. To ensure that we take the correct action upon receipt of your returned goods please complete the returns section of the order form and include this with your parcel.
  • Courier collection is available in the following countries:- Germany, Republic of Ireland, Italy, Portugal UK.
  • We can arrange home collection of your parcel for you. Our collection service is available Monday to Friday, and we require 2 working days notice. Please send us an email to eucustomerservices@hotter.com and let us know what date is convenient for your collection. Please note we are unable to offer a specified time for collection.
  • If you need a new returns label you can download the PDF here.
Parcel Drop Off Stores are available in the following countries:- Austria, Belgium, Denmark, Finland, France, Germany, Republic of Ireland, Luxembourg, the Netherlands, Portugal, Spain, Sweden.

To find your nearest Parcel Drop Off Store, please click here.

How will I be refunded?
Refunds are processed through your original payment method.

Do I have to pay to return my parcel?
If you require a refund for your returned item you will be charged €5 (Republic of Ireland and UK), €6.50 (Germany) or €10 (Austria, Belgium, Denmark, Finland, France, Luxembourg, the Netherlands, Portugal, Spain, Sweden. to cover return postage if you use one of our pre-paid services. The amount will be deducted from your refund. This does not affect your statutory rights.

International Orders – if you are returning goods from outside the countries above, the cost of returning goods is the responsibility of the sender.


How do I track my returned parcel?
You can track your returned parcel here if you have your returns parcel tracking number.

What if my return goes missing in transit?
In the unfortunate case of a returned item going missing please send your proof of postage that was issued by the returns parcel carrier at the time of returning the parcel. Please scan and send this by email, to eucustomerservices@hotter.com, along with your contact and order details.

I would like to speak to someone about returning my order, who do I contact?
Please get in touch using our Contact Us page.

How long will it take before my return is processed?
Your return will be processed as soon as possible, but please do allow us up to 21 days.