Refund policy

Refund & Return Policy

Hot Drawer

Your satisfaction and your privacy both matter to us. Because we sell intimate and personal-care products, our return rules are stricter than a typical store — this protects the health and safety of every customer we ship to.

Please read this policy before placing an order. By completing a purchase you confirm you are 18 years or older and that you accept the terms below.

1. Hygiene Policy — Please Read First

For health and hygiene reasons, any intimate product that has been opened, unsealed, used, or has had its hygiene seal broken cannot be returned, exchanged, or refunded — even if it is unused.

This is standard practice across the adult products industry and is not something we can make exceptions for.

An item is only eligible for return if:

The factory seal / hygiene seal is fully intact
The retail packaging is unopened and undamaged
No part of the product has been removed, tested, or charged
The item is in original resalable condition

If you are unsure which product is right for you, contact us before ordering — we are happy to help.

2. Return Eligibility

Sealed, unopened items may be returned within 30 days of delivery, provided:

The hygiene seal and retail packaging are intact
All original accessories, manuals, chargers, and inserts are included
Proof of purchase (order number or receipt) is provided
A Return Authorization (RMA) has been approved by us in advance

Returns sent without prior authorization will be refused and cannot be refunded.

3. Non-Returnable Items

The following cannot be returned or exchanged under any circumstances once shipped:

Any opened or unsealed intimate product
Lubricants, massage oils, creams, and any consumable
Condoms, wipes, cleaners, and hygiene products
Lingerie, underwear, hosiery, and worn apparel
Batteries and charging cables once removed from packaging
Final sale, clearance, and discounted items
Gift cards

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, incorrect, or faulty, contact us within 7 days of delivery at Shop@hotdrawer.com with:

Your order number
Clear photos of the item and the outer packaging
A short video if the fault is functional (motor, vibration, charging)

For hygiene reasons we generally do not require you to ship a faulty intimate item back. Once verified, we will send a replacement or issue a full refund at no cost to you.

Refunds for faulty, damaged, or incorrect items are issued in full, with no processing fees, restocking fees, or shipping deductions applied.

Please keep the original packaging until the claim is resolved.

5. Manufacturer Warranty

Many of our motorized and rechargeable products carry a manufacturer warranty (typically 6–12 months, varies by brand). Warranty covers manufacturing defects only.

Warranty does not cover:

Water damage on non-waterproof items
Damage from incompatible lubricants (e.g. silicone lubricant on silicone toys)
Normal wear, misuse, drops, or unauthorized repair
Normal battery capacity loss over time

6. Order Cancellation

Orders can be cancelled free of charge within 2 hours of purchase, provided the order has not entered fulfilment. Once dispatched, the order must follow the return process above.

7. Refunds

Once your return is received and inspected (usually within 2–3 business days of arrival), we will notify you of the outcome.

Approved refunds are issued to the original payment method only
Processing takes 5–10 business days, depending on your bank or card issuer
Original shipping charges are non-refundable
A restocking fee of up to 15% may apply to returns that are not due to our error

Refund Charges and Fees

Where a return is made for reasons other than our error — including change of mind, ordering the wrong item, or no longer wanting the product — all charges associated with processing the refund are the responsibility of the buyer and will be deducted from the refunded amount.

These may include:

Payment processing and transaction fees retained by the payment provider
Bank, card issuer, or intermediary transfer charges
Return shipping and any handling fees
Applicable restocking fees

Hot Drawer does not absorb these costs and accepts no responsibility for fees charged by third parties, including banks, card networks, and payment processors.

Exception: if the item was faulty, damaged, incorrect, or the error was ours, you will receive a full refund with no deductions of any kind, and we will cover all associated costs.

Items returned opened, unsealed, incomplete, or not in resalable condition will be rejected. You may request the item be shipped back to you at your own cost within 14 days, after which it will be disposed of.

8. Return Shipping

Responsibility for return shipping depends on the reason for the return:

We pay — if the item is defective, damaged in transit, or we sent the wrong product. In these cases we cover return shipping in full, or arrange a replacement without requiring a return.

You pay — for all other returns, including:

Change of mind or no longer wanting the item
Not liking the product, its colour, size, or feel
Returning an item in order to purchase a different one
Ordering the wrong item by mistake
Buyer's remorse or duplicate orders

In these cases the buyer is responsible for the full cost of return shipping, and this cost is not refundable. Exchanges are treated the same way: if you are returning an item to swap it for something else, you pay to ship the item back to us, and standard shipping charges apply to the replacement order.

We strongly recommend using a tracked and insured service. We cannot issue a refund for a return that is lost or damaged in transit, as the parcel remains your responsibility until it reaches us.

Do not ship any return before receiving an approved RMA. Unauthorized returns will be refused at the door.

Once approved, returns are sent to:

Hot Drawer — Returns
5200 Thatcher Rd
Downers Grove, IL 60515
United States

Please write your RMA number clearly on the outside of the parcel.

9. Refused or Undelivered Parcels

If a parcel is refused, unclaimed, or returned to us because of an incorrect or incomplete address, the original shipping cost and any return-to-sender fees will be deducted from your refund.

10. Shipping Coverage

Hot Drawer currently ships within the United States only. We do not accept or fulfil international orders at this time.

If an order is placed with an international delivery address, we will cancel it and issue a refund of the item value. Any payment processing fees incurred are non-refundable.

11. Discretion & Privacy

All orders ship in plain, unbranded packaging with no indication of the contents. Your billing descriptor appears as a neutral trading name. Our support team handles every return with complete confidentiality.