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Returns Policy

No Quibble Guarantee
At HOTcraze we believe in simplicity so our returns policy is simple and offers a "no quibble" guarantee that means if for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of heart (which is fair enough) you must return it to us unused and in its original condition within 30 days for a prompt replacement, exchange or refund. 

How do I return an item? Simply email us or call us on 01304 897333, and a customer service team member will issue you with a Returns Authorisation Code that will enable us to process your return quickly and efficiently. You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return. To make it easy for you here are some simple and easy to follow guidelines: 

Faulty, defective or wrong items:
If you return an item because of an error on our part, or it is defective, we will happily refund the original cost of the product including P&P (In the event where the product formed part of a larger order then a fair proportion of the original P&P cost will be refunded), and your costs in returning it to us. You are responsible for any other service provided to you in connection with your purchase. The item(s) must be returned within 30 days of purchase in an unused condition and in its original packaging. 

Change of heart: 
Goods returned to us because of a change of heart must be unused and in perfect, re-saleable condition (including product packaging, accessories, instructions, etc), otherwise we will not be able to refund you. You are responsible for any other service provided to you in connection with your purchase, e.g. P&P charge. Please note that the costs of returning item(s) to us as a result of a change of heart must be borne by you. In any event, the item(s) must be returned within 30 days of purchase. When first trying out your new product, please do so somewhere clean and safe - we can't replace used, soiled, scratched, damaged or stained items.

Customised goods: 
We are unable to accept returns of customised goods such as personalized or made to measure. Goods that include software: Any item which includes software must be returned with the software unopened. 

Returning a gift: 
We are happy to exchange faulty or defective products that have been sent as a gift. If you are returning an item but would like to exchange it for something else and you're not sure what, we are happy to issue a gift voucher for the value of the item you are returning. If a refund is required however, please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser. 

Items lost in transit: 
We cannot be held responsible for packages lost in transit: as you are responsible for returning the item(s) to us, we recommend you obtain a proof of posting from your post office or send the package by Recorded mail.

Refunds, replacements and exchanges:
Refunds, replacements or exchanges are usually processed within 7 working days of receipt of the returned item(s) by HOTcraze. Any refund will be made in the same form of payment that was used to make the initial purchase. 
Please note, in all instances HOTcraze shall not be liable for incidental or consequential damages or expenses, including but not limited to lost profits or other economic or commercial losses. This warranty does not affect your statutory rights. 

Complaints Procedure 
HOTcraze takes its relationships with customers extremely seriously, and we make every effort to ensure that your experience with us is an enjoyable one. We aim to reply to emails within one working day of receipt, whether they're enquiries or, heaven forbid, complaints. If email is judged as too impersonal, we encourage you to phone us on 01304 897333, where our customer service team will gladly be of assistance. All your feedback is appreciated.