Please inspect your purchase carefully. Claims for missing or damaged items must be reported within 5 days of delivery. We accept returns up to 15 days from the shipping date. It is our goal to provide excellent service. If you wish to make a return, please email our customer service team at firstname.lastname@example.org with your order number and the item(s) which you are looking to return. Our customer service team will send you a form (including an approved RMA number) to include in your shipment. The refund will be processed back to the original form of payment, and we are not able to make any exceptions. Please Note*: Returns shipping costs back to us is the responsibility of the customer.
Your complete satisfaction is very important to us. You may return any unopened merchandise (except Skincare, Haircare, and Makeup items) in its original condition, including original packaging, unopened and unused within 15 days of receipt and you will receive a full refund less shipping and any gift-wrapping charges.
We do not offer refunds or exchanges on Skincare, Haircare, Makeup, Bath & Body items due to health reasons. Please do make your selections carefully.
Claims: You must notify us within 15 days from the date of your order if you have not received your package.
Refunds: A 20% restocking fee and S&H (Shipping & Handling) will be assessed on all returned merchandise when opting for a refund of the original form of payment. The restocking fee will be waived if the return is due to our company error or product defect.
- Please allow up to 10 business working days to process your return.
- Some refunds may take up to one billing cycle to appear on your statement, depending on the banking institution.
- Refunds can only be credited back to the same payment method used on the original order
- Hot Lox does not accept CODs for returned merchandise. Returns shipping charges is the responsibility of the customer.
- Original S&H and gift wrapping fees are fully reimbursed if an error was due to a product defect or company error.
How can I return an item I purchased if I’ve changed my mind or reconsidered?
We cannot process a return claim for any reconsideration of purchase once the package is in transit with the carrier. Most item(s) may be returned for a refund up to 15 days from the shipping date and accompanied with an approved Return Merchandise Authorization (RMA) number. You must contact us within 24 hours of receipt of merchandise for us to initiate the return process according to our outlined policy. “Changing your mind” is not a valid reason for a return. However, when returning an item because you’ve ‘changed your mind’, Hot Lox is NOT obligated to refund your original shipping cost or your return shipping fee. Hot Lox reserves the right to only give back the original item price purchased, minus the shipping fees, discounts, applicable gifts, and a 20% restocking fee.
Some items cannot be returned for refunds:
Skincare, Haircare, Makeup, Bath & Body items - due to health reasons
Electric Hair Tools & Appliances – Most tools/appliances have product warranty available through the manufacturer. Product(s) must be registered directly through the manufacturer within the specified timeframe that is provided in the product details page of the item. Certain product(s) may not have a product warranty available due to manufacturer relationship status.
Cancelling or Canceled Orders: Eligible for full refund, including S&H, ONLY if cancelled prior to shipping. We cannot process claims, refunds, or additional requests once package is in transit with the carrier.
No Exchanges: We do not allow merchandise exchanges currently. Please contact our customer services team at email@example.com should you require assistance with processing a return.
Free Shipping Offers: For ‘free shipping’ packages, shipping cost will be assessed and deducted from final reimbursement of refunds and store credits. Any shipping cost that you incur to return the product will not be refunded unless it is a company error. Non-refundable shipping applies to both domestic and international shipping.
Undelivered, Unclaimed, Refused, or Returned Packages: A 20% restocking fee and a Return to Sender fee will be assessed accordingly. Shipping & Handling, Tax, and Gift Wrapping cannot be reimbursed. Original shipping cost is non-refundable for undelivered, unclaimed, refused or returned packages, unless it is a company error. For ‘free shipping’ packages, shipping cost will be assessed and deducted from final reimbursement. Any shipping cost you incur to return the product will not be refunded unless it is a company error. You will be responsible for paying for your own shipping costs for returning your item.
Re-delivery Fee & Missed Scheduled Delivery: If a reshipment is requested by the customer due to Return to Sender, refusal of shipment or missed scheduled delivery, you will be responsible for S&H unless it is due to company or Carrier error.
Product Defect, Damaged, or Wrong Shipment: May be eligible for a full refund of the merchandise and S&H if confirmed defective, damaged, or wrong item is shipped. Please contact us within 24 hours of delivery for an immediate resolution. To ensure proper processing of claim and credit for your return shipping cost, you must attach the completed RMA form with your return. All defective item(s) claims are subject to inspection and confirmation. For “defective” claims, describe the defect and indicate if you would like a replacement by commenting as such on the notes section.
Upon inspection, if item(s) is deemed defective or wrong item(s) shipped, an exact replacement, if available, will be shipped to you free of charge. If an exact replacement is out of stock, we will process a full refund back to the same payment method used on the original order.
Damaged or Missing Items: Claims for damaged items or discrepancies (for example: missing items in your order) should be submitted within 24 hours of merchandise receipt. Contact our customer services team by email at firstname.lastname@example.org. Please retain all packaging material in case an inspection is necessary. In the case of shipping damages, we may contact the carrier.
Promotions/Gift with Purchase: If returning an item that qualified for promotional gift, please include the promotional gift with your return to receive a refund to the payment method used. If you choose to keep the bonus gift, your credit amount will be deducted for the gift value.
Coupons: If returning an item that qualified you for a coupon discount, your account will be adjusted accordingly based on the coupon restrictions.
Returns & Shipping of Dangerous Goods
Certain items including fragrances, aerosols, items that contain contents under pressure, and others (e.g., hairspray, nail polish and items containing flammable, or volatile) are considered as dangerous goods (Hazardous Materials (HAZMAT) by the US Department of Transportation (DOT). The U.S. Department of Transportation (USDOT) requires ground-only shipment of Hazardous Materials due to air shipment restrictions and regulations. Hot Lox uses Standard Ground (surface) delivery method for these products. You are advised not to re-mail the contents of the parcel via the Postal Service under US DOT-SP 9275 regulations. Flammable substances contained in these packages may be mailed only by consumers (the addressee) via surface transportation in accordance with 10.13. Full responsibility rests with the mailer to comply with all postal and non-postal statutes and regulations regarding mail. Information regarding postal statutes, regulations, and mailing requirements is available from your local Postmaster and at the Postal Service's mailing standards web site at pe.usps.com
Return Merchandise Authorization (RMA)
Follow the instructions below to return a product to us -
- Email us at email@example.com to obtain a Return Merchandise Number (RMA). We will email you an RMA number and instructions for the return within 24-48 hours.
- Securely re-carton/package the unused item(s) you wish to return, along with any applicable free gifts, and a copy of the original packing slip using the packaging materials that came with your online purchase. You must include and fill out the approved RMA form that has been emailed or provided to you.
- Write your RMA number on the outside of the shipping box/envelope.
Mail the package back via ground shipping method to the address below. We highly recommend you insure your package.
We require the following information to process your return. (If this information is not included, we will be unable to process your return.)
- RMA number
- Full name and address
- Phone number
- E-mail address
- Packing slip
- Original Order Confirmation Number
- Your reason for returning the merchandise
*All returns must be shipped back to Hot Lox using a trackable courier (we recommend UPS, FedEx or the U.S. Postal Service insured mail) to:
Hot Lox Studios (Online Orders)
c/o Returns Department
26735 US HWY 380 E
Aubrey, TX 76227
*Before mailing, refer to the “Returns and Shipping of Dangerous Goods” section. The U.S. Department of Transportation (USDOT) requires ground-only shipment of Hazardous Materials due to air shipment restrictions and regulations.
Hot Lox does not accept CODs for returned merchandise. Returns shipping charges is the responsibility of the customer.
You can check your order status online anytime to see if we’ve received and processed your RMA request. You also may email us to check on the return status. Please include your order number to allow us to better serve you.