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Returns and Refunds - Rest of the World

Additional Rights for EU and UK Customers

If you are located in the European Union (EU) or the United Kingdom (UK), the following rights apply to you in addition to our standard policy below. Where there is a conflict, your statutory rights take precedence.

Right of Withdrawal — 14-Day Cooling-Off Period

Under EU Directive 2011/83/EU (Consumer Rights Directive) and UK Consumer Contracts Regulations 2013, you have the right to withdraw from your purchase within 14 calendar days of the date on which you (or a third party you designate) receive the goods, without giving any reason.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal within the 14-day period, you must notify us with a clear statement of your decision to withdraw. You can do this by:

  • Emailing us at returns@hotchocolatedesign.com with the subject line "Withdrawal – Order #[your order number]"
  • Including your name, address, order number, and a statement that you wish to withdraw

We will send you an acknowledgement of your withdrawal request without delay.

Return Shipping for Withdrawal

When exercising your right of withdrawal, you are responsible for the cost of returning the goods to us. The items must be sent back within 14 calendar days of notifying us of your withdrawal. Items must be returned in their original, unused condition and in original packaging.

Refund Upon Withdrawal

Upon receiving the returned items and verifying their condition, we will reimburse you for the full purchase price of the items using the same method of payment you used for the original transaction, within 14 days of receiving the returned goods. Please note that original shipping costs are not reimbursable under the withdrawal right.

Our standard $20 USD return shipping compensation (via PayPal) also applies to EU/UK returns under the withdrawal right, on top of the full item refund.

Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to:

  • Goods that have been worn, used, or are not in their original condition
  • Goods with missing original packaging or tags removed
  • Gift cards (digital goods delivered and activated)

Statutory Guarantee of Conformity (EU & UK)

As a consumer in the EU or UK, you benefit from a statutory guarantee of conformity. If the goods you receive are defective, not as described, or not fit for purpose, you have the right to a repair, replacement, or refund. In the EU, this guarantee covers 2 years from delivery. In the UK, the Consumer Rights Act 2015 provides equivalent protections. These rights are in addition to and do not limit our standard return policy.

To make a claim under the guarantee of conformity, please contact us at international@hotchocolatedesign.com with photos of the defect and your order number.

Online Dispute Resolution (EU Customers)

If you are an EU consumer and are not satisfied with the resolution of your complaint, you may use the European Commission's Online Dispute Resolution (ODR) platform to submit a complaint: https://ec.europa.eu/consumers/odr. Our email address for ODR purposes is: international@hotchocolatedesign.com.

UK Customers — Post-Brexit

UK consumers retain equivalent rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. All the above provisions (14-day withdrawal right, guarantee of conformity) apply equally to customers in the United Kingdom.

Nothing in this policy affects your statutory rights as an EU or UK consumer. These rights cannot be waived by contract.

Standard Returns Policy (All International Orders)

Returns

Our standard policy lasts 60 days from the date of purchase. If 60 days have passed since your purchase, we are unable to offer a refund. To be eligible for a return, your item must be unused and in the same condition that you received it, and in its original packaging.

Please note that original shipping charges and any customs taxes paid are not refundable under any circumstances.

To send a package back, customers must arrange and pay for return shipping by their own means. However, once your refund is processed, you are eligible to receive a $20 USD return shipping cost compensation via PayPal. You must have a PayPal account to receive this payment. Please email international@hotchocolatedesign.com to request your compensation.

Exchanges are currently not available. To exchange a size, please start a return for the original item and place a new order for the desired size.

Refunds

Once your return is received, we will send you an email confirming receipt and notifying you of the approval or rejection of your refund. If approved, your refund will typically be processed within 72 hours of inspection, and returned via your original payment method.

Please note that original shipping charges and customs taxes are not refundable.

Cancellations

To cancel an order, please email us at international@hotchocolatedesign.com.

  • If you contact us before your order has been processed, we will cancel it and issue a full refund.
  • If your order has already been processed, we will provide a return address and issue a full refund for items received in good, resaleable condition with original packaging.

Late or Missing Refunds

If you have not yet received your refund, please first check your bank account, then contact your credit card company (processing times vary). If you have done both and still have not received your refund, please contact us at international@hotchocolatedesign.com.