Refunds Policy

Hotpuppy Refund Policy

This Refund Policy outlines the conditions under which you may request a refund for transactions completed on the Hotpuppy platform.

Eligibility for Refund

You are eligible for a refund under the following circumstances:

  1. Parcel Never Arrives or Is Damaged in Transit
    • If your parcel never arrives or is damaged during transit, Hotpuppy will open a dispute with the carrier to seek compensation. The carrier holds liability for lost or damaged items.
  2. Item Significantly Not as Described
    • If the item you receive significantly differs from its description, you should first contact the seller to resolve the issue directly. If no resolution is reached, you may then contact Hotpuppy to open a dispute.

Note: The Refund Policy does not cover items that:

  • Do not fit you.
  • Do not suit your personal taste or preference.

In such cases, you may discuss a return with the seller, but the seller has the right to decide whether or not to accept the return.

Refund Amount

  • Refunds are equal to the price of the item sold.
  • Any fees you paid, including shipping service fees, are non-refundable.
  • Any offers, discounts, or vouchers applied during the purchase will be subtracted from your refund amount.

Reporting an Issue

Timeframe for Reporting

  • You must report any issue within 2 days of being notified that your parcel should have been delivered or when it appears to be lost.
  • This 2-day reporting period applies to all issues covered under this Refund Policy.

Process for Reporting

  1. Report your issue via the appropriate section of the Hotpuppy platform within the specified timeframe.
  2. Once your issue is reported, the order status will be temporarily suspended, and the payment will be held securely until a resolution is reached.
  3. If you do not report the issue within the 2-day period, the order will be completed automatically, and the payment will be released to the seller’s wallet.

Resolving Issues

  1. Temporary Suspension
    • When you report an issue, Hotpuppy will hold the payment in escrow while the matter is being resolved.
  2. Order Completion
    • If you resolve the issue directly with the seller without Hotpuppy’s intervention, you can inform us to complete the order and release the payment to the seller.

Returns

  • Returns are decided between the Buyer and the Seller.
  • Hotpuppy doesn’t provide any means to process returns.
  • The shipping must also be agreed upon between the Buyer and Seller

By using Hotpuppy, you agree to comply with this Refund Policy and understand your rights and responsibilities as a buyer.

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