Return and Refund Policy

At Hot Custom Boxes, all products are manufactured according to each customer’s unique specifications and custom requirements. Due to the personalised nature of our products, returns and refunds are only accepted under the conditions outlined below.

Reporting Defects or Order Issues

Customers must inspect their order upon delivery. If the products received are defective, damaged, or do not match the approved specifications, customers must notify us by emailing [email protected] within 3 working days of receiving the order.

Please include the following information with your claim:

• Your order number;
• A detailed description of the issue;
• Clear digital photographs showing the defect or discrepancy.

Return Eligibility

Where a return is approved by Hot Custom Boxes, the customer must return the complete order within 7 calendar days of delivery.

• Returns must be made by mail.
• Customers are responsible for all return shipping costs.
• The returned products must be accompanied by any supporting documentation requested by our team.

Assessment and Reprints

All reported defects are subject to inspection and approval by the management team at Hot Custom Boxes.

If it is determined that the fault resulted from an error on our part, we will provide a free reprint of the affected order at no additional cost. Chargebacks are not permitted and customers agree to follow the procedures set out in this policy to resolve any concerns.

Refunds

If a refund is approved, the returned order will be inspected before processing.

Where the issue is not attributable to Hot Custom Boxes but a refund is granted at our discretion, the following deductions may apply:

• Original shipping charges;
• Product setup and preparation costs; and
• A restocking fee of £5.00.

Refunds, where applicable, will be issued in 7 days using the original payment method after the returned items have been received and assessed.

Applicable Country

This Return and Refund Policy applies to orders delivered within the United Kingdom (UK).