Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible, your item must be in the same condition as received: unworn, unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.

How to Start a Return

To start a return, contact us at support@hoteru.shop. Returns must be sent to:
22 malham drive, batley, wf17 7sl, United Kingdom.

If your return is accepted, we’ll send you a return shipping label with instructions. Items sent back without requesting a return will not be accepted.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

• Perishable goods (food, flowers, plants)
• Custom or personalized products
• Personal care goods (beauty products)
• Hazardous materials, flammable liquids, or gases

Unfortunately, sale items and gift cards are also non-returnable.

Exchanges

The fastest way to get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

EU 14-Day Cooling Off Period

If your order ships into the European Union, you have the right to cancel or return within 14 days without justification. The item must still meet standard return conditions: unworn, unused, with tags, and in original packaging.

Refunds

Once we receive and inspect your return, we’ll notify you about approval. Approved refunds will be automatically sent to your original payment method within 10 business days.

If more than 15 business days have passed since approval, please contact us at support@hoteru.shop.