We hope you love what you've ordered from HOTLI! But just in case you're not 100% satisfied, we've made the return process super easy.
How long do I have before making a return, and do I have to pay for shipping?
1. You have a max of 14 days to make returns. You must send back your return packages within 14 days after the receive date.
2. We will make refund immediately once received the return package.
How do I make a return?
1. Send your order details and return reasons to our official customer service email: service@hotli.live
2. Receive the return address from us
3.
Please select your preferred delivery method and send the tracking number to our customer service email.
NOTE:
You need to bear the cost of return shipping by yourself.
*part of our items are not stocked in our oversea factory, so it will take more than 7 days to return those items back to our Asia factory
Can I still return items if they are worn, damaged, or have the tags removed?
1. You can only return items that are unworn, unwashed, undamaged, have the original tags/packaging attached and hygiene sticker intact.
2. Items with non-returnable marks and free gifts cannot be returned.
Important Notice:
1. If your order includes free gifts given as part of a promotional campaign, such as care solution or wig hanger, we will deduct the price of the gifts when you return the order. The price of the gifts can be found on our website, and typically include the following items and prices: 1) care solution, sold for $19.99; 2) wig hanger, sold for $14.99 for a pack of 5.
2. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address we provided through the email. Defective items must be reported with Email within 14 days of receipt. Without any prior report/notification, we will not issue the refund. If you believe you have received an incorrect item, please contact us within 14 days of receiving your package. Report email: service@hotli.live
3. Please make sure you don't include non-HOTLI items by accident in your return package. We will not be responsible for sending back those items to you.
Refunds
1.If the returning is due to our problems (Such as incorrect products, quality problem of products), we will provide a full refund for you;
2.If the returning is due to buyer’s problems (Such as don’t like/want, order wrong product/size ), we will remove $20 from your refund as loss of freight and handling fee, and you must contact us for returning within one month of receiving.
3.Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and we will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and the refund will automatically be returned to your credit card or original method of payments within a certain amount of days. If you no longer use the original card, please contact us in advance.
4.If you have any problems with order/products/payment, please contact us at first. If you return the items without prior contact us, or if there is no reason to dispute, we will not ensure your refund and make a complaint according to the policy.
Cancellation & Exchange:
You can cancel your order/item within 12 hours through our customer service email. For more than 12 hours, we can’t make sure whether it succeeded.
After the payment has been made, normally if you want to cancel pls contact us within 12 hours after you place order, otherwise the order can not be cancelled if we ship out the hair already!
Tip: human hair products usually need 15-30 days to shipped out because they are customized products, you can not cancel it if we already informed our factory to customize.
If you want to change order before ship out, you can contact us by email; Once your order has been shipped out, we will not be able to change/cancel it for you.
If you need to exchange a different item after the order is shipped out, you can send an email to service@hotli.live for the Return Info.
