Refund & Return Policy

Hot Drawer

Last Updated: September 27, 2026

At Hot Drawer, customer satisfaction, privacy, and product hygiene are important to us. Because we sell intimate and personal-wellness products, certain products are subject to stricter return requirements for health and hygiene reasons.

Please review this policy before placing an order.

By completing a purchase, you confirm that you are at least 18 years old and agree to the terms of this Refund & Return Policy.

1. Hygiene and Safety Policy

For health and hygiene reasons, intimate or personal-care products generally cannot be returned once they have been opened, used, unsealed, or had a hygiene seal removed or broken, except where the product is damaged, defective, incorrect, or otherwise eligible for a remedy under applicable law.

For an ordinary return, an eligible product must generally be:

• Unopened

• Unused

• In its original packaging

• In resalable condition

• Accompanied by all original accessories, manuals, chargers, inserts, and components

• Returned with any hygiene or factory seals fully intact

If you are unsure whether a product is right for you, please contact us before placing your order.

2. Return Window

Eligible unopened and unused products may be returned within 30 days after delivery.

To qualify for a return:

• The product must meet the eligibility requirements above.

• You must provide your order number or other proof of purchase.

• You must contact us before sending the item back.

• You must receive return instructions or a Return Merchandise Authorization (RMA), where applicable.

Please do not send a return before contacting us.

Unauthorized packages may be delayed or refused if we cannot identify the order or determine the reason for the return.

3. Products Generally Not Eligible for Ordinary Returns

For health, hygiene, safety, or product-integrity reasons, the following products are generally not eligible for change-of-mind returns after they have been opened, used, or unsealed:

• Intimate products

• Personal massagers and similar products

• Lubricants

• Massage oils

• Creams and gels

• Condoms

• Wipes and cleaners

• Other consumable personal-care products

• Lingerie, underwear, hosiery, and similar intimate apparel that has been worn or opened where hygiene restrictions apply

• Gift cards

• Products clearly identified as final sale at the time of purchase

These restrictions do not eliminate any rights you may have under applicable law when an item is defective, damaged, materially different from what was ordered, or otherwise legally required to be refunded or replaced.

4. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible at Shop@hotdrawer.com.

For faster review, please contact us within 7 days of delivery and provide:

• Your order number

• A description of the issue

• Clear photographs of the product and packaging

• A short video demonstrating the reported defect when the issue is functional, such as charging, power, vibration, or motor operation

• Any additional information reasonably necessary to evaluate the claim

Submitting a claim does not automatically guarantee a refund or replacement. We may review the information provided to determine whether the issue appears to result from a manufacturing defect, shipping damage, incorrect fulfillment, misuse, accidental damage, normal wear, or another cause.

Manufacturing Defects

If we determine that a product was defective when delivered or failed because of a qualifying manufacturing defect, we may provide an appropriate remedy, which may include:

• Replacement

• Refund

• Manufacturer warranty assistance

• Another reasonable resolution

For verified defects or errors caused by Hot Drawer, we will not charge an ordinary restocking fee.

Customer-Caused Damage and Misuse

Refunds, replacements, and warranty coverage generally do not apply to damage resulting from:

• Dropping, crushing, puncturing, or otherwise physically damaging the product

• Improper charging or use of incompatible charging equipment

• Improper cleaning or storage

• Exposure to water or moisture beyond the product's stated rating

• Use of incompatible lubricants, cleaners, or chemicals

• Modification, disassembly, or unauthorized repair

• Failure to follow product or manufacturer instructions

• Excessive force or improper use

• Normal wear and tear

• Damage occurring after delivery that is not caused by a manufacturing defect

A product is not considered defective merely because a customer does not like its size, feel, appearance, intensity, performance characteristics, or other personal preference after opening or using it.

Because intimate products cannot generally be resold after they have been opened or used, an opened product cannot be returned simply because the customer is dissatisfied with it.

Claim Review

We may request photographs, video, product serial or batch information, packaging information, or other reasonable evidence before approving a defective-product claim.

In some cases, we may ask that the product be retained while the claim is reviewed or returned for inspection where appropriate and hygienically safe.

We reserve the right to deny a claim when the available evidence reasonably indicates that the damage resulted from misuse, accidental damage, unauthorized modification, normal wear, or another condition excluded by this policy.

Nothing in this section limits any rights or remedies available to customers under applicable law.

5. Manufacturer Warranties

Certain products may include a warranty offered by the manufacturer.

Warranty availability, coverage, and duration vary by brand and product and are not guaranteed unless specifically stated on the product listing or provided by the manufacturer.

Manufacturer warranties generally apply only to qualifying manufacturing defects and may exclude issues such as:

• Accidental damage

• Misuse or improper care

• Unauthorized modification or repair

• Ordinary wear and tear

• Damage caused by using the product contrary to manufacturer instructions

• Normal deterioration of rechargeable batteries

• Water damage where the product is not designed for the applicable level of water exposure

If a product has a manufacturer warranty, contact us with your order number and we will provide reasonable assistance with the warranty process.

6. Order Cancellations

If you need to cancel an order, contact us as soon as possible at Shop@hotdrawer.com.

We will make reasonable efforts to cancel the order before it enters fulfillment or ships.

However, because orders may be processed quickly, we cannot guarantee that an order can be cancelled after it has been placed.

If the order has already shipped, any eligible return will be handled under this Refund & Return Policy.

7. Refunds

After an approved return is received, we will inspect the item and notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method.

Please allow time for your bank, card issuer, or payment provider to post the refund after we issue it. Processing time can vary by provider.

Unless otherwise required by law:

• Original shipping charges are generally non-refundable for voluntary or change-of-mind returns.

• Return shipping costs are generally the customer's responsibility for voluntary returns.

• A restocking fee of up to 15% may apply to eligible voluntary returns where disclosed and appropriate.

• No restocking fee will be charged when the return results from our error or an item arrives damaged, defective, or incorrect.

We will provide the amount of any approved deduction before or as part of processing the applicable return where reasonably practicable.

8. Payment Processing and Other Fees

For voluntary returns that are not caused by our error, certain non-refundable costs actually incurred in connection with the transaction may be deducted from a refund where permitted by applicable law and disclosed to the customer.

These may include, where applicable:

• Return shipping charges

• Applicable restocking fees

• Other reasonable return-related costs

We do not charge customers arbitrary refund penalties.

We will not deduct return-related fees from an approved claim for an item that was damaged, defective, incorrect, or otherwise returned because of our error, except where permitted or required by applicable law.

9. Condition of Returned Products

Returned merchandise must meet the eligibility requirements in this policy.

A voluntary return may be denied if the product is:

• Opened when hygiene restrictions apply

• Used

• Missing parts or accessories

• Damaged after delivery

• Altered

• Not in substantially the same condition in which it was received

• Otherwise ineligible under this policy

If we receive an ineligible return, we will contact you regarding the available options.

Where appropriate, you may be responsible for the cost of having an ineligible returned item shipped back to you.

10. Return Shipping

When Hot Drawer Pays

We will cover reasonable return shipping costs when an approved return is required because:

• The wrong product was sent

• The product arrived damaged

• The product is verified as defective

• The return results from another error by Hot Drawer

Depending on the product and circumstances, we may issue a replacement or refund without requiring the item to be returned.

When the Customer Pays

For eligible voluntary returns, the customer is responsible for return shipping.

This includes returns because of:

• Change of mind

• Ordering the wrong product

• No longer wanting the product

• Preference regarding color, size, style, or feel

• Duplicate orders not caused by our system

• Returning an eligible item to purchase a different product

We recommend using a tracked shipping service for returns.

Hot Drawer is not responsible for a customer return that is lost in transit before it reaches our return facility.

11. Return Authorization

Before mailing a return, contact:

Shop@hotdrawer.com

Please include your order number and the reason for your return.

If your return is approved, we will provide return instructions and, where applicable, an RMA number.

Approved returns should be sent only to the return address provided in our instructions.

Our current return facility is:

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

Do not send products back without first contacting us, as return handling requirements may vary by product or order.

12. Refused, Unclaimed, or Undeliverable Packages

If an order is returned to us because:

• The customer refused delivery

• The package was not claimed

• An incorrect or incomplete shipping address was provided

• Delivery could not be completed for reasons outside our control

we will review the returned package after it reaches us.

Where permitted by law, actual shipping or return-to-sender costs may be deducted from any applicable refund.

If the delivery problem resulted from an error by Hot Drawer, we will work with you to correct the issue without charging you for our mistake.

13. Lost or Missing Packages

If tracking indicates that your package has not arrived as expected, contact us at Shop@hotdrawer.com.

We will review the shipment information and, where appropriate, work with the carrier to investigate the delivery.

Please notify us promptly so we can assist with the claim.

14. Shipping Coverage

Hot Drawer currently accepts orders for delivery within the United States only.

We do not currently offer international shipping.

Orders submitted with an unsupported delivery destination may be cancelled and refunded.

Any refund will be processed in accordance with applicable law and the terms of this policy.

15. Exchanges

Because of hygiene requirements, direct exchanges may not be available for all products.

For an eligible unopened product, we may ask you to return the original item and place a separate order for the replacement product.

Customer-requested exchanges are subject to the same eligibility and shipping requirements as voluntary returns.

If an exchange is necessary because we shipped an incorrect, damaged, or defective product, we will work with you to provide an appropriate replacement without charging ordinary return costs.

16. Chargebacks and Payment Disputes

We encourage customers to contact us first if there is a problem with an order so that we have an opportunity to resolve the issue.

Nothing in this policy limits a customer's rights under applicable payment-card rules or consumer-protection laws.

We maintain order, delivery, communication, and refund records as reasonably necessary to investigate and respond to payment disputes and suspected fraud.

17. Discretion and Privacy

We understand the sensitive nature of the products we sell.

Where operationally available:

• Orders are shipped in plain or discreet external packaging.

• Product names and images are not displayed on the outside of packages.

• Customer-service and return communications are handled confidentially.

• Return information is used only as reasonably necessary to process the request, operate our business, prevent fraud, or comply with law.

Shipping labels, billing descriptors, and packaging may vary depending on the carrier, fulfillment provider, payment processor, or other service provider involved.

For more information about how we handle personal information, please review our Privacy Policy.

18. Contact Us

For returns, cancellations, damaged products, refund questions, or other order concerns, contact:

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

Email: Shop@hotdrawer.com

Please include your order number whenever possible so we can locate your purchase and respond efficiently.