Refund policy
Return & Refund Policy
At Hotshot Hideout, we want you to understand our return and refund process before placing an order.
Because we work with multiple manufacturers and fulfillment partners, certain products may have product-specific return restrictions. Any exception disclosed on a product page before purchase will apply to that item.
For return assistance, contact us at sales@hotshothideout.com or (646) 883-2246.
1. 30-Day Return Window
Unless otherwise stated on the product page, eligible items may be returned within 30 calendar days of delivery.
To qualify for a standard return, the item must be:
- Unused
- Uninstalled
- Unassembled, where applicable
- In resalable condition
- In its original packaging
- Complete with all original hardware, accessories, manuals, and included components
- Accompanied by proof of purchase
The return period begins on the date the carrier confirms delivery.
2. How to Start a Return
Before sending an item back:
- Contact sales@hotshothideout.com with your order number and reason for the return.
- We will review your request and confirm whether the product is eligible.
- Once approved, we will provide the appropriate return address and return instructions.
- For oversized or freight-shipped products, we may coordinate freight pickup or provide carrier instructions.
Because products may ship from different manufacturers or warehouses, return addresses vary.
Do not send an item back without prior authorization. Unauthorized returns may not be accepted.
3. Return Shipping Costs
Customer Remorse Returns
If you are returning an eligible item because you changed your mind, ordered the wrong product, or otherwise no longer want the item:
You are responsible for the return shipping cost.
For oversized and freight-shipped products, return shipping costs may be significant.
If Hotshot Hideout arranges the return shipment on your behalf, the actual return shipping cost may be deducted from your refund.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, incomplete, or incorrect due to the manufacturer, carrier, supplier, or fulfillment process, you will not be charged return shipping for an approved return.
Depending on the issue, the resolution may include:
- Replacement parts
- Repair
- Product replacement
- Manufacturer warranty service
- Authorized return
- Refund
We may coordinate with the applicable manufacturer or carrier before authorizing the return.
4. Return Labels and Freight Pickup
For approved parcel returns, we will either:
- Email you a return shipping label, or
- Provide instructions for arranging the return shipment
For approved freight returns, we may provide:
- Freight pickup instructions
- Carrier coordination information
- A return authorization number
- The appropriate return warehouse address
The method used depends on the product and the reason for the return.
5. Restocking Fees
Hotshot Hideout does not charge a standard restocking fee on eligible returns that are unopened, unused, and returned in original condition.
However, certain manufacturer-specific or specially ordered products may be subject to a disclosed restocking fee.
If a restocking fee applies to a particular product, it will be stated on the product page or otherwise disclosed before purchase.
6. Damaged or Defective Items
Please inspect your order when it arrives.
If an item is damaged, defective, incomplete, or incorrect, contact us promptly at sales@hotshothideout.com.
For freight shipments:
- Inspect the shipment before signing whenever possible
- Photograph visible damage
- Note visible damage on the carrier’s delivery receipt or Bill of Lading
- Retain all packaging materials
We strongly recommend reporting freight damage within 48 hours of delivery so we can assist with the carrier or manufacturer claim process.
7. Non-Returnable Items
The following may not be eligible for return:
- Custom-made products
- Made-to-order products
- Personalized products
- Specially configured products
- Final-sale items
- Gift cards
- Products that have been installed, modified, altered, or damaged through misuse
- Products returned without required original packaging
Any product-specific restriction will be disclosed before purchase whenever applicable.
8. Refunds
Once an approved return is received and inspected, we will notify you of the refund status.
If approved, the refund will be issued to the original payment method.
Hotshot Hideout generally processes approved refunds within 5–10 business days after the returned item has been received and inspected.
Your bank, card issuer, Shop Pay, or other payment provider may require additional time to post the refund to your account.
9. Refund Deductions
For eligible customer-remorse returns, the following may be deducted where applicable:
- Customer-responsible return shipping
- Missing components or accessories
- Damage caused after delivery
- Loss in value caused by use, installation, modification, or improper handling
- A disclosed product-specific restocking fee, if applicable
Original outbound shipping charges are generally non-refundable unless the return resulted from an approved error, defect, or shipping-damage claim.
10. Order Cancellations
If you need to cancel an order, contact us as soon as possible.
Orders may be canceled before they enter a non-cancellable stage of fulfillment.
Orders that have already:
- Shipped
- Entered production
- Been custom configured
- Been specially ordered
- Been transferred to a freight carrier
may be subject to the applicable cancellation or return terms for that product.
11. Product-Specific Return Exceptions
Some products may have return terms that differ from the standard policy above because of manufacturer requirements, customization, freight restrictions, or special-order status.
Any applicable exception will be disclosed before purchase.
12. Contact Information
For returns, refunds, cancellations, shipping damage, or order questions:
Business Name: Hotshot Hideout
Email: sales@hotshothideout.com
Phone: (646) 883-2246
Customer Service Hours: Monday–Saturday, 10:00 AM–6:00 PM ET