RETURN & REFUND POLICY.

1. Platform Overview & Merchant Responsibility

Hotchows is a multi-tenant cloud point-of-sale and commerce platform operated by Hotchows LLC. Stores are operated by their respective merchants; Hotchows LLC operates its own store. The selling merchant is responsible for its products, order fulfillment, shipping, and returns and refunds, subject to applicable law. Review the seller's identity and applicable product and purchase terms before ordering.

2. Independent Merchant Storefronts & Marketplace Listings

Because Hotchows hosts independent restaurant operators and retail sellers, return and refund policies for items purchased through Hotchows Shops (hotchows.com/order/) or Hotchows Marketplace (marketplace.hotchows.com) are established and administered directly by each independent merchant.

• Restaurant & Dining Orders: Food and beverage orders prepared by restaurants and dining providers are generally prepared fresh to order. Return, cancellation, and refund eligibility depend on the restaurant and the circumstances of the order. If there is an issue with your order (such as missing items, incorrect preparation, or quality concerns), contact the restaurant directly as soon as possible using the contact details provided on your order confirmation or receipt.
• Retail Merchandise: Return windows, restocking conditions, item eligibility, and return shipping responsibilities are specified by each individual merchant on their product listing or merchant storefront where provided. Inspect the seller's published return policy and checkout details before placing an order. If seller policy or contact information is missing, contact the seller before ordering, or contact Hotchows for platform assistance.

3. Hotchows LLC Direct Sales

For storefronts operated directly by Hotchows LLC (such as hotchows.com/order/hotchows-llc/ and hotchows.store.hotchows.com), Hotchows LLC acts as the selling merchant. Return and refund inquiries for direct Hotchows LLC transactions are handled by Hotchows customer support under the terms below.

• Return Window: 30 days from the date of delivery.
• Item Condition: Items must be unopened, unused, and in original packaging with tags intact.
• Non-Returnable Items: Perishable food, beverages, and opened consumables are non-returnable, except where damaged, defective, or spoiled upon arrival.
• Restocking Fee: $0.00 — no restocking fee is charged.
• Return Shipping: The customer covers return shipping for remorse or preference returns. Hotchows covers return shipping for defective, damaged, or incorrect items.
• Refunds: Refunds are issued to the original payment method within 5–7 business days after the returned item is received and inspected.
• Cancellations: Orders may be cancelled at no charge prior to shipment or prior to the start of food preparation.
• Return Merchandise Authorization (RMA): A customer must request an RMA before returning items by emailing mail@hotchows.com or calling +1 (650) 800-8119 (Monday–Friday, 9:00 AM – 5:00 PM PST).

4. How to Request a Return or Refund

To request a return, refund, or order cancellation:

1. Contact the Seller: Consult the seller's published terms, checkout confirmation, or order receipt where provided. Use the merchant's stated contact details or support tools. If contact details are not provided, reach out to Hotchows Support.
2. Provide Order Details: Include your order identifier, transaction date, and an explanation of the request where available.
3. Platform Assistance: If you are unable to reach an independent seller or require assistance regarding a Hotchows LLC direct storefront transaction, contact Hotchows Platform Support at mail@hotchows.com or call +1 650-800-8119.

5. Platform Support & Dispute Assistance

Transactions on independent storefronts are formed directly between buyers and selling merchants. The selling merchant is responsible for compliance with its stated return policy and applicable statutory consumer protection laws. Hotchows LLC provides technology platform support and may assist in facilitating communication between buyers and merchants where appropriate, without assuming the merchant's underlying product, delivery, or fulfillment obligations.