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Refund and Withdrawal Policy
Your 14-day right of withdrawal, how to exercise it, and what is excluded from it.
Last updated: August 2025
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. Where several goods ordered in one order are delivered separately, the period runs from the day you acquire possession of the last of them.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post, a fax, or an email). You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
- By email
- office@hot-dl.com
- By post
- HOT Productions & Vertriebs GmbH, Wagrainer Strasse 35, 4840 Voecklabruck, Austria
- By fax
- +43 7672 72 009 -9
Exceptions to the right of withdrawal
Opened cosmetics cannot be returned.
Both products in this shop are sealed cosmetic goods. Once the seal has been removed after delivery, the goods cannot be returned for reasons of health protection and hygiene (Art. 16(e) of Directive 2011/83/EU, § 18(1)(5) FAGG). Unopened, with the seal intact, you may return them within the 14 days without giving a reason.
In addition, clause 4 of our GTC excludes:
- used, worn or modified goods,
- goods made to your specification,
- consumable goods.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Returning the goods
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Please send returns to: HOT Productions & Vertriebs GmbH, Wagrainer Strasse 35, 4840 Voecklabruck, Austria
Model withdrawal form
If you wish to withdraw from the contract, please complete and return this form. Its use is optional.
To HOT Productions & Vertriebs GmbH, Wagrainer Strasse 35, 4840 Voecklabruck, Austria, office@hot-dl.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*) — Ordered on (*) / received on (*) — Name of consumer(s) — Address of consumer(s) — Signature of consumer(s) (only if this form is notified on paper) — Date. (*) Delete as appropriate.
Defects and warranty
The right of withdrawal is separate from your statutory warranty rights. If goods arrive damaged, incomplete or defective, please tell us straight away — within three business days for obvious defects, and immediately upon discovery for hidden ones. Please include the item number, the quantity, a short description and, if possible, photographs. Remedy is at our discretion by repair or replacement (clause 4 of the GTC).
Your statutory warranty rights are not affected by this policy.
Dispute resolution
The European Commission provides an online dispute resolution platform: https://ec.europa.eu/consumers/odr/. We aim to settle any disagreement arising from your order by mutual agreement. We are neither obliged nor willing to take part in dispute resolution proceedings before a consumer arbitration board.
Questions about a return are answered at office@hot-dl.com or by telephone on +43 7672 72 009.