Our Warranty Policy

At HotPoc, 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 HotPoc. The customer must return the product at his own expense.

Here are examples of returns and warranties we would process :

  • You changed your mind when you received your package or have already received some HotPoc as a gift.  
  • When opening your package at reception, one of your HotPoc was damaged.
  • You received a HotPoc without a metal disc, thus it cannot generate heat and be reused.
  • Your HotPoc 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 HotPoc in a pot without water, it no longer works.
  • You broke your HotPoc by heating it in the microwave.
  • Your HotPoc spent two weeks in your glove compartment at -30 degrees Celsius, it no longer works as well.
  • I left my HotPoc Sleeper on a heat source and the fabric burned.
  • My HotPoc is visually a bit jelly-like (flaky), but it still works. Note: If a HotPoc is gelatinous, but creates heat when the metal disc is clicked, it is still useful and reusable.

Do you have additional questions?

Contact us at bonjour@hotpoc.ca for more information.

The product was not what you expected :

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 HotPoc has repossessed the products.
The product has been damaged during delivery :

If your items are damaged in transit/shipping, HotPoc will replace the defective item(s). Partial refunds are also available in certain situations.
The product is defective when first used :

If the item has a defect that prevents it from accomplishing its purpose, HotPoc will replace the defective item(s).
My Hot Poc does not work anymore and I have owned it for less than 6 months :

Within a period of less than 180 days of purchase, a HotPoc that can no longer generate heat or be reused can be replaced under the HotPoc warranty.
My Hot Poc doesn't work anymore and I have owned it for over 6 months :

Within a period of more than 180 days after purchase, a HotPoc that can no longer generate heat or be reused cannot be replaced under the HotPoc warranty. After a period of 6 months, it is difficult for us to judge the use and storage measures taken for the HotPoc. Therefore, we draw the line and cannot honor the warranty 180 days after purchase.
DID YOU BUY YOUR HOTPOC IN A STORE?

If you did not purchase your HotPoc 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 HotPoc.