Last Updated: January 2025

At Hot Bear Online, we want you to be completely satisfied with your purchase. Whatever you choose from our online shop, we stand behind the quality of our independent designs.

If your new shoes don’t fit or meet your expectations, we are here to help.

1. 30-Day Return Window

You have 30 days from the date of delivery to return your items for a refund or exchange. If 30 days have gone by since your package was dispatched, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your items must meet the following criteria:

  • Condition: Shoes must be unworn, unwashed, and in the same condition that you received them.
  • Soles: We recommend trying on your shoes on a carpeted surface to avoid any scuffs or dirt on the soles. Items with visible wear on the soles will not be accepted.
  • Packaging: Items must be returned in their original Hot Bear packaging, including the shoebox and any protective inserts.
  • Proof of Purchase: A receipt or proof of purchase is required. Receipt is normally sent with parcel. If you don’t have it, contact us for confirmation before return.

3. Non-Returnable Items

  • Gift cards, free items.
  • Shoes that show signs of being worn.
  • Sale items (clearly marked on the product page) or items bought with coupon code.

4. Return Process

  1. Contact Us: Email our support team at support@hotbearonline.com with your order number and the reason for the return. (Normally reply in 1 working day)
  2. Approval: Once your return is authorized, we will provide you with the return shipping address.
  3. Shipment: Pack the items securely. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

5. Shipping Costs

  • Defective or Wrong Items: If you received a defective product or the wrong size/style due to our error, Hot Bear Online will cover all return fees and resend a new one for free.
  • Change of Mind/Size Exchanges: For general returns or size exchanges, the customer is responsible for paying the return shipping costs. Shipping costs are non-refundable.

Notice: A picture or video of the item is a must to clarify your return request or exchange request.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Alternatively, we can process a direct exchange once the original item is received and inspected.

7. Refunds

  • Inspection: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
  • Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (via PayPal or any method you used).
  • Timeline: Please allow 5-10 business days for the refund to reflect on your PayPal balance or bank statement, depending on your financial institution.

8. Damaged or Defective Items

We take great pride in our supply chain and quality control. If your shoes arrive damaged or with a manufacturing defect, please contact us immediately with photos of the issue, and we will prioritize a free replacement for you.

9. Contact Information

For all questions related to refunds and returns, please reach out to us:

  • Online Customer Service (button at bottom right corner)
  • Email: support@hotbearonline.com
  • Business Hours: Mon-Fri, 9am – 6pm