HoteMax handles refund and return requests according to the product, order details, product condition and applicable Australian Consumer Law obligations. Customers should contact HoteMax before sending any product back so we can provide the correct return instructions.

Australian Consumer Law

Australian customers may have rights to a remedy if a product does not meet a consumer guarantee. This may include circumstances where a product is faulty, unsafe, not as described, not fit for its usual purpose, not of acceptable quality or does not do what it was represented to do.

Nothing in this Refund Policy is intended to exclude, restrict or modify rights that cannot be excluded under Australian Consumer Law.

Change Of Mind

HoteMax may choose whether to accept change-of-mind returns where consumer guarantee rights do not apply. If a change-of-mind return is requested, the item should generally be unused, in resaleable condition and include original packaging, accessories and proof of purchase. Approval may depend on the product type, hygiene considerations, product condition and order details.

Faulty, Damaged Or Incorrect Items

If an item arrives damaged, faulty, missing parts or materially different from the product listing, contact the Contact page form as soon as practical with:

• Order number
• Product name
• Photos or videos of the issue
• Photos of packaging if the parcel was damaged
• A clear description of what happened

Assessment

HoteMax may need to assess the product before confirming the appropriate remedy. Assessment may include reviewing photos, requesting troubleshooting steps, checking supplier information or asking for the product to be returned.

Remedies

If a product has a minor problem, HoteMax may be able to arrange a repair, replacement, refund or another suitable remedy. If a product has a major problem under Australian Consumer Law, customers may be entitled to choose a refund or replacement, depending on the circumstances and applicable law.

Refund Method

Approved refunds are generally processed back to the original payment method where possible. Processing times may depend on the payment provider, bank or card issuer.

Return Shipping

Return shipping responsibility may depend on the reason for return and applicable law. If a product is confirmed to have a problem covered by consumer guarantees, HoteMax will handle the matter according to applicable obligations.

Cancellations

If a cancellation request is received before an order is processed or dispatched, HoteMax will try to assist. Once an order has been processed, packed or shipped, cancellation may not be possible and the return process may apply.

Items That May Require Extra Review

Some products may require additional checks before a return can be accepted, including personal care products, opened hygiene-sensitive items, products with missing accessories, electronic devices with user data, batteries, damaged packaging or products that show signs of misuse.

How To Start A Refund Request

Email the Contact page form with your order number, product name and reason for the request. Please wait for return instructions before sending any item back.