At HOTOS, we are committed to delivering high-quality self-heating ready-to-eat meals. Due to the nature of our food products, we maintain a strict Refund & Returns Policy to ensure the safety and quality of every order.

Returns

As HOTOS products are perishable food items, we do not accept returns or exchanges once an order has been delivered. This policy is in place to maintain food safety and hygiene standards.

However, if you receive a product that is damaged, defective, incorrect, or tampered with during delivery, please contact us within 24 hours of receiving your order. To help us resolve the issue quickly, kindly provide your order number along with clear photographs or videos of the product and packaging.

Refunds

Refunds are issued only in the following circumstances:

You receive a damaged or leaking product.
You receive the wrong product.
Your order is cancelled by HOTOS.
Your order is lost during transit or cannot be delivered due to our error.

Once your request is reviewed and approved, the refund will be processed to your original method of payment. Depending on your bank or payment provider, it may take 5–10 business days for the amount to reflect in your account.

Non-Refundable Situations

Refunds or replacements will not be provided in the following cases:

The product has been opened, consumed, or partially used.
The customer provides an incorrect shipping address or contact information.
Delivery attempts fail due to the customer’s unavailability.
The request is made more than 24 hours after delivery.
The customer changes their mind after the order has been shipped or delivered.

Order Cancellation

Orders may be cancelled only before they have been processed or dispatched. Once an order has been packed or shipped, it cannot be cancelled.

Replacement Policy

If you receive a damaged, defective, or incorrect product, HOTOS may offer a replacement instead of a refund, depending on product availability and the nature of the issue.

Contact Us

If you have any questions regarding refunds, replacements, or your order, please contact our customer support team through the contact details provided on the HOTOS website. We will do our best to resolve your concern as quickly as possible.