Refund policy

At De Hotpotshop, we believe it is important that you are satisfied with your purchase. If a product does not meet your expectations, you can make use of our return policy.

Right of Withdrawal

You have the right to return your order within 14 days of receiving it without giving a reason. Within this period, you must notify us that you wish to return your order.

Return Conditions

To be eligible for a return, the item must:

  • be unused and undamaged;

  • be in the same condition as when you received it;

  • have the original labels attached, if applicable;

  • be returned in its original packaging;

  • be accompanied by proof of purchase or order confirmation.

Requesting a Return

Would you like to return an item? You can do so through your personal customer account by clicking the return button next to the ordered item. You will automatically be guided through the return process.

You can also contact us at info@dehotpotshop.nl.

Return Costs

The costs of returning an order are the responsibility of the customer, unless the item is damaged, defective or was delivered incorrectly.

Damaged or Incorrect Items

Please check your order immediately after receiving it.

Have you received a damaged, defective or incorrect item? Please contact us as soon as possible at info@dehotpotshop.nl. If possible, include clear photos of the product and packaging so that we can quickly assess the situation and provide an appropriate solution.

Exceptions to the Right of Withdrawal

The following items cannot be returned:

  • opened or damaged food products, such as hotpot soup bases, dipping sauces and other food products;

  • personalised or custom-made products;

  • personal care or hygiene products whose seal has been broken;

  • hazardous substances, flammable liquids or gases;

  • gift cards.

Discounted items cannot be returned either, unless the product is defective or was delivered incorrectly.

Exchanges

Would you like to receive a different product? The quickest way is to return the original item. Once the return has been processed, you can simply place a new order.

Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved.

If approved, the purchase amount will be refunded using the same payment method used to place the order. This will be done no later than 10 business days after approval of the return.

In the case of a full withdrawal from the purchase, the standard shipping costs of the original order will also be refunded. Any additional costs for a different or expedited shipping method chosen by you will not be reimbursed.

Please note that it may take several additional business days for your bank or credit card company to process the refund.

Have you not received your refund 15 business days after our approval? Please contact us at info@dehotpotshop.nl.

Questions?

Do you have any questions about our return policy or an ongoing return? Please feel free to contact us at info@dehotpotshop.nl. We are happy to help.