Refund policy

Last updated: September 9, 2026

This Returns, Refunds & RMA Policy applies to products purchased directly from HotBell LLC ("HotBell," "we," "our," or "us") through https://hotbell.store, an accepted HotBell quotation or invoice, or another direct HotBell sales channel.

HotBell serves both individual retail customers and business or wholesale buyers. Different terms apply depending on the nature of the transaction:

  • A "Retail Customer" is an individual purchasing primarily for personal, family, or household use.

  • A "Business Buyer" is a business, reseller, dealer, retailer, installer, integrator, system builder, commercial purchaser, government agency, educational institution, or other organization purchasing primarily for resale or business use.

The actual nature of the transaction, the purchaser, the sales channel, and the applicable order documents determine whether the retail or business terms apply. Business status alone does not make an order tax-exempt.

Products purchased from a marketplace, reseller, retailer, installer, distributor, or other third party are generally subject to that seller's return and refund policy. Any separate HotBell product warranty applies only when its written terms expressly cover the purchaser and sales channel.

If this policy conflicts with a product-specific written warranty or a written agreement signed by an authorized HotBell representative, the product-specific warranty or signed agreement controls to the extent of the conflict. Nothing in this policy limits any right or remedy that cannot lawfully be limited.

1. Quick Summary

Direct Retail Purchases

  • Request a return within 30 calendar days after delivery.

  • The product must meet the retail return conditions in Section 3.

  • A return authorization is required before sending a product back.

  • Retail Customers are responsible for return shipping on preference-based returns.

  • HotBell covers reasonable authorized return shipping for a confirmed HotBell shipping error, product received damaged, or qualifying covered defect.

  • Approved refunds are issued to the original payment method, subject to Section 10.

  • Eligible new HotBell-branded products purchased directly from HotBell include a one-year limited retail warranty, unless different product-specific written terms are disclosed before purchase.

Business and Wholesale Purchases

  • Unless otherwise agreed in writing, business and wholesale sales are final.

  • Non-defective business returns require prior written approval and may be subject to disclosed restocking, testing, repackaging, freight, or handling charges.

  • Visible freight damage, shortages, incorrect items, and other reasonably discoverable delivery discrepancies must be reported within five business days after delivery.

  • Eligible new HotBell-branded products purchased directly by an approved Business Buyer include a two-year commercial limited warranty, unless a quotation, invoice, product-specific warranty, or signed agreement states otherwise.

This summary does not replace the complete terms below.

2. How to Request a Return or RMA

Do not send a product back before receiving written return instructions and a Return Merchandise Authorization ("RMA") number from HotBell.

Contact:

  • Service / RMA Email: service@hotbell.store

  • Phone: +1 (208) 403-6070

  • Office Hours: Monday-Friday, 8:00 AM-4:00 PM Mountain Time

Provide the following information, as applicable:

  • Name and contact information;

  • Business name and account information, if applicable;

  • Order or invoice number;

  • Product name and model;

  • Quantity affected;

  • Serial number, if available;

  • Reason for the return or description of the issue;

  • Date the issue was discovered;

  • Troubleshooting already completed, if applicable;

  • Requested resolution; and

  • Reasonable photographs, video, or other supporting information requested by HotBell.

HotBell may request reasonable troubleshooting or documentation before issuing an RMA. Customers must not perform unsafe testing or continue using a product when continued operation may create a safety risk or additional damage.

An RMA authorizes return of the identified product for evaluation. It does not by itself guarantee a refund, credit, repair, replacement, or warranty approval. The RMA applies only to the product, quantity, serial number, condition, and return period stated in the authorization.

A return sent without authorization may be refused, delayed, or returned to the sender when HotBell cannot reasonably identify the product, transaction, or requested resolution. This requirement does not eliminate any right or remedy provided by applicable law.

3. Retail Returns Within 30 Days

A Retail Customer may request a return of an eligible product purchased directly from HotBell within 30 calendar days after delivery.

A return request submitted within the 30-day period is timely even if HotBell issues the RMA or the authorized shipment occurs later. The customer must follow the return deadline and instructions stated in the RMA.

To qualify for a standard retail return, the product must be:

  • In the same condition in which it was received, subject to reasonable handling necessary to inspect the product;

  • Free from damage, misuse, abuse, improper installation, unauthorized modification, or missing parts;

  • Complete with the accessories, cables, manuals, and other items originally included;

  • Accompanied by reasonable proof of purchase; and

  • Returned in the original product packaging when reasonably available and required for safe return shipment.

HotBell may refuse or reduce a refund to the extent permitted by law when the product has materially lost value because of damage, misuse, missing parts, missing accessories, unauthorized modification, or return packaging that was inadequate and caused damage.

HotBell does not charge a restocking fee for a qualifying standard retail return that meets this policy.

Preference-based returns include returns resulting from a change of mind, an accidental or duplicate order, a product no longer being wanted, or compatibility information that was available and reasonably could have been reviewed before purchase. Return shipping for a preference-based return is the Retail Customer's responsibility.

The 30-day retail return period is separate from any limited warranty covering a qualifying product defect.

4. Damaged, Incorrect, Incomplete, or Defective Retail Orders

Retail Customers should inspect an order promptly after delivery.

Contact HotBell as soon as reasonably possible if an order arrives:

  • Damaged in transit;

  • With an incorrect product or quantity;

  • Missing a product, part, or included accessory; or

  • With an apparent product defect.

For visible shipping damage or a delivery discrepancy, contact HotBell preferably within five calendar days after delivery so that carrier records and packaging can be preserved. Failure to report within five days does not eliminate a valid claim for a latent defect or a right that applicable law does not permit HotBell to limit.

Retain the product, shipping carton, product packaging, shipping label, packing slip, photographs, delivery records, and other relevant materials until HotBell provides instructions.

If HotBell confirms that it shipped the wrong product or quantity, or that the product arrived damaged or has a qualifying covered defect, HotBell will provide an appropriate remedy and reasonable authorized return-shipping instructions. Depending on the circumstances and applicable law, the remedy may be repair, replacement, refund, or another agreed resolution.

5. Business and Wholesale Returns

Unless an accepted quotation, invoice, order acknowledgment, product-specific term, or signed agreement states otherwise, all business and wholesale sales are final.

HotBell is not required to accept a non-defective business return because of:

  • Buyer remorse;

  • A change in demand;

  • Excess inventory;

  • Failure to resell the product;

  • A downstream customer cancellation;

  • Incorrect quantities ordered by the Business Buyer;

  • A duplicate order submitted by the Business Buyer;

  • Compatibility that reasonably could have been verified before purchase; or

  • A change in the Business Buyer's project, installation, integration, or deployment requirements.

HotBell may approve a non-defective business return as a commercial accommodation. Unless the written RMA states otherwise, an approved non-defective business return must be unused, uninstalled, unmodified, complete, in resalable condition, in its original packaging, and returned with all accessories, manuals, cables, parts, and packaging.

Before authorizing the return, HotBell will disclose any applicable restocking, testing, repackaging, handling, freight, or other return charge. Such charges do not apply to a confirmed HotBell shipping error or a valid covered warranty claim unless permitted by applicable law and the controlling written terms.

Business Delivery Inspection

A Business Buyer must inspect each shipment promptly after delivery. Visible freight damage, shortages, incorrect products, quantity discrepancies, or other reasonably discoverable delivery problems must be reported to HotBell in writing within five business days after delivery.

The Business Buyer should retain all shipping cartons, product packaging, pallets, labels, packing slips, delivery receipts, bills of lading, photographs, video, serial-number records, and carrier documentation.

Failure to provide timely notice of a reasonably discoverable discrepancy may constitute acceptance of the goods to the extent permitted by applicable law. The five-business-day period does not apply to a latent defect that could not reasonably have been discovered during the initial inspection. Latent defects remain subject to the applicable written commercial warranty.

6. Non-Returnable Products

Except where required by applicable law or covered by a valid written warranty claim, the following products are not eligible for a voluntary return:

  • Custom-configured, personalized, or modified products;

  • Special-order products or products sourced specifically for a customer;

  • Products clearly identified as final sale before purchase;

  • Open-box, used, refurbished, clearance, or liquidation products clearly identified as final sale before purchase;

  • Activated software, license keys, downloadable products, or digital products;

  • Consumable products after opening or use;

  • Products with a removed, altered, or unreadable serial number when the product and transaction cannot otherwise be reasonably verified;

  • Products damaged after delivery through misuse, abuse, accident, improper installation, incompatible equipment, unauthorized modification, improper voltage, inadequate cooling, liquid exposure, or other customer-caused condition;

  • Products missing material parts or accessories; and

  • Products subject to a specific return restriction clearly disclosed on the product page or in the applicable quotation before purchase.

A voluntary-return exclusion does not eliminate a valid claim for a qualifying product defect, a HotBell shipping error, a product-safety recall, or a right that applicable law does not permit HotBell to limit.

7. Return Shipping, Packaging, and Transit Risk

Retail Customers

For a preference-based retail return, the Retail Customer is responsible for return-shipping costs. If HotBell provides a prepaid label for such a return, the disclosed label cost may be deducted from the refund.

For a confirmed HotBell shipping error, product received damaged, or valid covered warranty claim, HotBell will provide reasonable authorized return-shipping instructions and will cover the authorized return-shipping cost.

Business Buyers

Unless HotBell agrees otherwise in writing or the applicable written warranty requires otherwise, a Business Buyer is responsible for return freight, insurance, secure packaging, handling, customs documentation, duties, tariffs, brokerage, and other transportation expenses.

Freight-collect and COD returns will not be accepted unless HotBell agrees in writing.

Every sender must package the product securely and follow the RMA instructions. The sender bears the risk of loss or damage during return transit until the return is delivered to the address stated in the RMA instructions, except to the extent different responsibility is required by applicable law or expressly accepted by HotBell in writing.

Damage caused by inadequate return packaging may reduce or eliminate the available return or warranty remedy to the extent the inadequate packaging caused the damage.

8. Inspection and Claim Determination

After receiving an authorized return, HotBell may inspect, test, photograph, document, and evaluate the product. HotBell may compare the return with order records, payment records, serial-number records, shipment documentation, product specifications, troubleshooting information, photographs, video, packaging condition, and applicable warranty terms.

If the product or quantity does not match the RMA authorization, HotBell may pause processing and request additional information.

If a claim is approved, HotBell will provide the remedy applicable to the type of return, warranty, transaction, and governing law. If a claim is denied, HotBell will provide a written explanation upon reasonable written request.

HotBell will not impose an undisclosed paid repair, diagnostic, storage, disposal, or return-shipping charge without obtaining approval when approval is required.

9. Limited Warranty Claims

This return policy does not replace HotBell's complete written Limited Warranty. The product-specific warranty and the Limited Warranty page should be reviewed before purchase.

Direct Retail Limited Warranty

Unless different product-specific written terms are disclosed before purchase, eligible new HotBell-branded products purchased directly from HotBell by the original Retail Customer include a one-year limited warranty beginning on the date of delivery.

The limited retail warranty covers qualifying defects in materials and workmanship under normal personal, family, or household use. It does not cover damage caused by misuse, abuse, neglect, accident, liquid exposure, improper installation, incompatible equipment, operation outside published specifications, unauthorized modification, improper repair, or normal wear.

For a valid covered claim, HotBell may repair the product, replace it with the same or a substantially equivalent product, or refund the amount paid for the affected product. If an initial remedy cannot be completed after a reasonable opportunity, HotBell will provide any additional remedy required by applicable law.

Commercial Limited Warranty

Unless a product-specific written warranty, accepted quotation, invoice, order acknowledgment, or signed agreement states otherwise, eligible new HotBell-branded products purchased directly by the original approved Business Buyer include a two-year commercial limited warranty beginning on the date of delivery.

The commercial warranty applies only to the original Business Buyer and is non-transferable unless HotBell expressly agrees otherwise in writing. It covers qualifying defects in materials and workmanship under normal commercial use, subject to the applicable commercial exclusions, RMA requirements, and transaction documents.

Third-Party Branded Products

Third-party branded products are subject to the applicable manufacturer's written warranty, if any, unless HotBell expressly provides a separate written warranty. This does not eliminate HotBell's obligations as the direct seller or any nonwaivable right available to a Retail Customer under applicable law.

General Warranty Rules

A repaired or replacement product remains covered for the remainder of the original applicable warranty period unless different written terms are provided.

Independent repair, a third-party part, or service by a non-HotBell provider does not automatically void an applicable consumer warranty. Coverage may be denied to the extent the claimed failure or damage was caused by that repair, part, modification, or service.

For consumer products covered by a written HotBell warranty, HotBell does not disclaim implied warranties that applicable law or the Magnuson-Moss Warranty Act does not permit HotBell to disclaim. Where legally permitted, the duration of an implied warranty may be limited to the duration of the applicable written limited warranty. Some states do not allow limits on the duration of implied warranties, so such a limitation may not apply to every Retail Customer.

This limited warranty gives Retail Customers specific legal rights, and they may also have other rights that vary from state to state.

10. Refunds and Account Credits

Retail Refunds

After HotBell receives and inspects an authorized retail return, HotBell will notify the Retail Customer whether the refund is approved.

An approved retail refund will be issued to the original payment method within 10 business days after approval. A bank, card issuer, or payment provider may require additional time to post the refund.

If more than 15 business days have passed after HotBell confirmed approval and the refund has not appeared, contact service@hotbell.store.

Original outbound shipping and expedited-shipping charges are not refundable for a preference-based return. They will be refunded when required by law or when the return results from a confirmed HotBell shipping error, product received damaged, or other circumstance for which HotBell accepts responsibility.

Business Refunds and Credits

An approved business refund or account credit will be processed within 10 business days after final inspection and written approval unless the applicable agreement states otherwise.

When practicable, a refund will be issued to the original payment method. If that is not commercially practicable, HotBell and the Business Buyer may agree to an account credit, check, bank transfer, or another payment method.

An approved business refund or credit may be reduced by authorized and disclosed amounts for missing products or accessories, customer-caused damage, noncompliant packaging, restocking, testing, repackaging, return freight, unpaid charges, or other amounts the Business Buyer owes HotBell.

Original freight, expedited shipping, handling, customs charges, duties, tariffs, brokerage, and payment-processing charges are not refundable unless the return results from a confirmed HotBell error, the controlling agreement states otherwise, or applicable law requires otherwise.

11. Order Changes, Cancellations, and Pricing Errors

Contact HotBell as soon as possible to request an order change or cancellation. HotBell will attempt to accommodate the request if the order has not entered fulfillment, been specially ordered, been allocated, been packed, or been transferred to a carrier. A cancellation is not effective until HotBell confirms it.

If a retail order has already shipped, the Retail Customer may request a return under the applicable retail return terms after delivery.

HotBell may correct a genuine pricing or typographical error and may cancel an affected order before shipment or final acceptance. If HotBell cancels an unshipped prepaid order, HotBell will refund the amount paid for the cancelled product.

Business orders may also be subject to inventory allocation, account verification, credit approval, tax-document review, export review, sanctions screening, and the accepted quotation, invoice, order acknowledgment, or signed agreement.

12. Taxes, Duties, and Tax-Exemption Documentation

HotBell collects and remits sales tax and other transaction taxes when required by applicable law.

A Business Buyer may claim a resale or other tax exemption only by providing complete, accurate, current, and acceptable exemption documentation. HotBell may review the documentation, request updates, reject incomplete or invalid documentation, and collect tax when acceptable documentation has not been provided.

Business status alone does not make a purchase tax-exempt. The Business Buyer is responsible for liability arising from inaccurate representations, invalid or expired exemption documents, or improper use of an exemption, except to the extent the obligation is imposed directly on HotBell by law.

13. Purchases Made Through Third Parties

A customer who purchased through a marketplace, reseller, retailer, installer, distributor, or another third party should first contact that seller regarding a return, refund, exchange, delivery issue, or order cancellation.

The third-party seller's return and refund policy controls that transaction. A separate HotBell-branded product warranty applies only when the written warranty expressly covers the product, purchaser, and sales channel.

This section does not eliminate a product-safety obligation, recall remedy, express written warranty that applies to the customer, or other right that cannot lawfully be limited.

14. Business-Transaction Terms Only

This section applies only to Business Buyers and does not apply to Retail Customers purchasing primarily for personal, family, or household use.

Disclaimer of Other Commercial Warranties

EXCEPT FOR AN EXPRESS COMMERCIAL LIMITED WARRANTY SPECIFICALLY PROVIDED BY HOTBELL IN WRITING, AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, PRODUCTS AND COMMERCIAL SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE."

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HOTBELL DISCLAIMS OTHER EXPRESS OR IMPLIED COMMERCIAL WARRANTIES, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND WARRANTIES ARISING FROM COURSE OF DEALING, COURSE OF PERFORMANCE, OR USAGE OF TRADE.

This disclaimer does not cancel an express written commercial warranty and does not apply where the transaction or product is subject to a law that prohibits the disclaimer.

Limitation of Commercial Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HOTBELL WILL NOT BE LIABLE TO A BUSINESS BUYER FOR LOST PROFITS, LOST REVENUE, BUSINESS INTERRUPTION, DOWNTIME, LOSS OF DATA, LOSS OF GOODWILL, LOSS OF BUSINESS OPPORTUNITY, OR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HOTBELL'S AGGREGATE LIABILITY ARISING FROM OR RELATING TO A PRODUCT WILL NOT EXCEED THE NET AMOUNT ACTUALLY PAID TO HOTBELL FOR THE SPECIFIC PRODUCT GIVING RISE TO THE CLAIM.

These limitations do not apply to liability that applicable law does not permit HotBell to exclude or limit.

Business Buyer Indemnification

To the maximum extent permitted by applicable law, a Business Buyer agrees to defend, indemnify, and hold harmless HotBell LLC and its officers, employees, agents, contractors, affiliates, successors, and assigns from third-party claims, losses, damages, liabilities, judgments, penalties, and reasonable legal expenses to the extent arising from:

  • The Business Buyer's breach of an applicable agreement;

  • Inaccurate business, tax, resale, export, or compliance representations;

  • Unauthorized product claims or warranties;

  • Improper resale, installation, integration, storage, handling, modification, or use;

  • Violation of applicable law; or

  • Failure to provide legally required downstream instructions, warnings, disclosures, returns, refunds, warranties, or support.

The Business Buyer is not required to indemnify HotBell to the extent a claim is finally determined to have resulted from HotBell's gross negligence, willful misconduct, or liability that cannot lawfully be transferred.

15. Data, Software, and Personal Information

Before returning a product that stores data, the customer is responsible for backing up and, when reasonably possible, securely removing personal, confidential, proprietary, regulated, or business-critical information.

Testing, repair, replacement, or diagnostic work may require resetting, reformatting, updating, or erasing storage. To the extent permitted by law, HotBell is not responsible for restoring data, software, accounts, passwords, licenses, configurations, encryption keys, credentials, or business records.

Customers should not send passwords or unrelated sensitive information with a return. Personal information submitted with a return or RMA is handled in accordance with HotBell's Privacy Policy.

16. Product Safety and Recalls

Do not use a product that appears unsafe, overheats, emits smoke or an unusual odor, has a damaged battery, exposes electrical components, or presents another apparent safety risk. Disconnect the product when it is safe to do so and contact HotBell for instructions.

This policy does not limit an applicable product-safety recall or mandatory corrective action. Customers and Business Buyers must follow applicable stop-use, repair, return, replacement, disposal, or recall instructions issued by HotBell, the manufacturer, carrier, or government authority.

17. Governing Law, Changes, and Nonwaivable Rights

This policy and direct transactions with HotBell are governed by the laws of the State of Idaho, without regard to conflict-of-law principles, except that Retail Customers retain the protection of any nonwaivable consumer law that applies to them.

This policy does not independently create a mandatory arbitration requirement, jury-trial waiver, or class-action waiver. Any such provision applies only if it is validly included in a separate agreement accepted by the parties and enforceable under applicable law.

If any provision is found invalid or unenforceable, it will be enforced to the maximum extent permitted and the remaining provisions will remain in effect.

HotBell may update this policy prospectively by posting a revised version and a new "Last updated" date. The version in effect when an order is placed applies to that transaction unless a later agreement provides otherwise or applicable law requires otherwise.

18. Contact Information

HotBell LLC
845 W. Center Street, Door E, Suite E301
Pocatello, ID 83204
United States

Website: https://hotbell.store
Service / RMA: service@hotbell.store
Business Sales: dingyu@hotbell.store
Phone: +1 (208) 403-6070
Office Hours: Monday-Friday, 8:00 AM-4:00 PM Mountain Time