Our Warranty Policy
At Hot Poc, we want to offer a product that suits our customers’ needs, as well as excellent customer service. We will do everything possible to provide you with a fast, quality service. We understand that stuff happens! However, we also want to draw the line on which warranty we can honor and which we cannot.
We offer a 14 day return period upon reception of an item and a 180 day (6 month) functional warranty on the Hot Poc.
▸ Here are examples of returns and warranties we would process :
- You changed your mind when you received your package or have already received some Hot Poc as a gift.
- When opening your package at reception, one of your Hot Poc was damaged.
- You received a Hot Poc without a metal disc, thus it cannot generate heat and be reused.
- Your Hot Poc becomes completely crystallized and white and does not become liquid again, even after being boiled. It no longer generates any heat.
▸ Here are examples of returns and warranties we would NOT process :
- You burned your Hot Poc in a pot without water, it no longer works.
- You broke your Hot Poc by heating it in the microwave.
- Your Hot Poc spent two weeks in your glove compartment at -30 degrees Celsius, it no longer works as well.
- I left my Hot Poc Sleeper on a heat source and the fabric burned.
- My Hot Poc is visually a bit jelly-like (flaky), but it still works. Note: If a Hot Poc is gelatinous, but creates heat when the metal disc is clicked, it is still useful and reusable.
Your order may be returned within 14 days of reception for a full refund. Products must be in working condition (same as new) and the customer must return the products at their own expense. Refunds are issued once Hot Poc has repossessed the products.
If your items are damaged in transit/shipping, Hot Poc will replace the defective item(s). Partial refunds are also available in certain situations.
If the item has a defect that prevents it from accomplishing its purpose, Hot Poc will replace the defective item(s).
Within a period of less than 180 days of purchase, a Hot Poc that can no longer generate heat or be reused can be replaced under the Hot Poc warranty.
Within a period of more than 180 days after purchase, a Hot Poc that can no longer generate heat or be reused cannot be replaced under the Hot Poc warranty. After a period of 6 months, it is difficult for us to judge the use and storage measures taken for the Hot Poc. Therefore, we draw the line and cannot honor the warranty 180 days after purchase.
If you did not purchase your Hot Poc products online at hotpoc.ca, please contact the original store of purchase for returns and warranty management.
The first step is to contact the retailer where you made your purchase. If for any reason the retailer has refused to accept the return or refund of the defective item, you can contact Hot Poc.