Refund policy

1. Returns:
We accept returns for products that are defective. If you receive a defective product, please contact our customer service team within 30 days of receiving the product to initiate the return process. We will provide a free return and refund for confirmed defective items.

Evidence Requirements for Defective, Damaged, Missing, or Incorrect Products

For any claim involving a defective, damaged, incorrect, missing, or insufficient product, customers must provide clear photo or video evidence as soon as the issue is discovered. All evidence must be submitted for verification before a return, replacement, or refund can be approved. Without sufficient supporting evidence, we may be unable to process the claim.

Please provide the following evidence based on the issue:

1). Insufficient Gas / Low Pressure Claims

• Please weigh the tank immediately after receiving the product and provide a clear photo showing the weight measurement.
• If possible, include a video showing the issue for further verification.

2). Damaged Packaging or Damaged Product Claims
Please provide clear photos of:

1. The shipping label (tracking label) on the package.
2. The complete outer packaging, including all visible damage.
3. The damaged product, if applicable.

3). Missing Item / Short Shipment Claims
Please provide clear photos showing:

1. The shipping label (tracking label).
2. The complete package from all angles.
3. The package size and the number of products received inside, clearly visible in the photos.

To ensure a faster resolution, please keep all original packaging and products until your claim has been reviewed and approved.

For unopened products, you may return them, but you will be responsible for covering the return shipping costs. Please ensure that all returned products are in their original packaging and condition.

After we receive and inspect the returned items, we will issue your refund within 15 days.


2. Exchanges:

If your order has already been shipped, exchanges are not possible. If your order has not yet shipped, you can request an exchange by contacting us at service@hotwhip.net. Please include your order number and details of the item you wish to exchange. The ability to fulfill your exchange request will depend on product availability and other factors. Our team will assess your request and inform you of the next steps.


3. Order Modifications

You can modify your order within 6 hours of placing it by contacting us at service@hotwhip.net. Please provide your order number and the changes you wish to make. If your order has already been shipped, we will not be able to modify it. We recommend reviewing your order carefully before submitting it to avoid any issues.

4. Wholesale Order

Due to the nature of wholesale purchases, all wholesale orders are final and cannot be refunded. Wholesale orders are processed, prepared, and shipped based on the confirmed quantities and product specifications requested by the customer.

Before placing a wholesale order, customers are responsible for confirming the product details, quantities, shipping information, and any other order requirements.

Refunds will not be issued for reasons including, but not limited to, changes of mind, incorrect quantity ordered, customer preference changes, or inability to resell the products.

If you have any questions or need further assistance, please do not hesitate to contact our customer service team：service@hotwhip.net