This guide explains how HoteMax handles refund, return and warranty enquiries for online store purchases. It is written for customers who have already placed an order or are checking how support works before buying.

Nothing in this guide excludes, restricts or modifies any right that cannot be excluded under Australian Consumer Law.

Before Returning An Item

Please contact the Contact page form before sending any item back. This helps us confirm the correct return address, required information and whether photos, videos or troubleshooting steps are needed first.

Returns sent without instructions may take longer to identify, assess or process.

What To Include In Your Request

For faster support, include:

• Order number
• Full name used on the order
• Product name
• Delivery postcode
• Clear description of the issue
• Photos or videos showing the issue
• Photos of packaging if the parcel arrived damaged
• Details of any troubleshooting already completed

Faulty Products

If a product appears faulty, HoteMax may ask for reasonable information to assess the issue. Depending on the product and issue, this may include checking the power supply, cable, connection method, app settings, device compatibility, battery charging, reset steps or other normal troubleshooting.

If the product is confirmed to have a problem covered by consumer guarantees, HoteMax will provide a remedy according to the circumstances and applicable law.

Damaged On Arrival

If an item arrives damaged, contact HoteMax as soon as practical. Keep the item, accessories, manuals, packaging and parcel label until the issue is reviewed. Photos of the outer parcel and product packaging may be needed for carrier or supplier assessment.

Incorrect Or Missing Items

If the product received is materially different from the product ordered, or an accessory appears to be missing, contact HoteMax with photos of the parcel contents and any labels on the packaging.

Change Of Mind Returns

HoteMax may choose whether to accept change-of-mind returns where consumer guarantee rights do not apply. If accepted, the item should generally be unused, in resaleable condition, complete with packaging, manuals, accessories and proof of purchase.

Some products may not be suitable for change-of-mind returns once opened, used, installed, activated, paired with an account, hygiene-sensitive, damaged or missing accessories.

Warranty Support

Some products may include supplier or manufacturer warranty support. Warranty terms can vary by product type, brand, supplier and item condition. HoteMax may assist customers to review warranty options where a product appears to have a manufacturing fault or operational issue.

Warranty support usually does not cover misuse, accidental damage, unauthorised repair, abnormal use, water damage where the product is not rated for water exposure, failure to follow instructions, cosmetic wear or normal reduction in battery performance over time.

Assessment Process

HoteMax may assess a request by:

• Reviewing photos or videos
• Asking for troubleshooting steps
• Checking product information and supplier guidance
• Requesting the product be returned for inspection
• Testing the product or arranging supplier assessment

Assessment time may vary depending on the product, the issue, supplier response time and whether the item needs to be physically returned.

Available Remedies

Depending on the issue and applicable consumer rights, possible remedies may include troubleshooting assistance, replacement parts, repair, replacement, refund, store support or another appropriate solution.

The remedy may depend on whether the issue is a minor problem or a major problem under Australian Consumer Law.

Refund Method

Approved refunds are generally processed to the original payment method where possible. Bank, card and payment provider processing times may apply after HoteMax has submitted the refund.

Return Shipping

Return shipping responsibility depends 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.

Items With Personal Data

For smart watches, cameras, storage devices, app-connected devices, tablets, phones, memory cards or other data-capable products, customers should remove personal information, unlink accounts, remove passwords and factory reset the product where practical before returning it.

Proof Of Purchase

HoteMax may ask for proof of purchase before providing support. This may include an order number, payment confirmation, customer email address or other information that allows the order to be located.

Contact

Email the Contact page form with your order number and product name to start a refund, return or warranty enquiry.