HotPause Health, Inc. Return & Refund Policy

Last Updated: April 1, 2026

Thank you for shopping with HotPause Health. We want you to be satisfied with your purchase. This Return & Refund Policy explains the terms under which you may return products purchased through our website, hotpausehealth.com (the “Site”). Please read this policy carefully before making a purchase.

1. Return Window

You may request a return within 14 days of the delivery date for most products purchased through our Site. After the return window has closed, we are unable to accept returns or issue refunds.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • The product must be unused, unopened, and in its original packaging with all seals intact.

  • The product must be in the same condition in which you received it.

  • You must have proof of purchase (order confirmation email or order number).

  • The return must be requested within the applicable return window.

3. Non-Returnable Items

For health, safety, and hygiene reasons, the following items are not eligible for return or exchange:

  • Health supplements, vitamins, or ingestible products.

  • Topical products, creams, serums, or skincare items.

  • Intimate care or personal hygiene products.

  • Personalized or custom-made items.

  • Gift cards.

  • Items marked as “Final Sale” or “Non-Returnable” on the product page at the time of purchase.

  • Free promotional items or samples.

We cannot accept returns of products that have been opened, partially used, or that have broken safety seals due to health and safety regulations. This applies to both HotPause Health products and Supplier-Fulfilled Products.

4. Supplier-Fulfilled Products

Products sourced from Suppliers through Shopify Collective are subject to this same Return & Refund Policy. All return and refund requests for Supplier-Fulfilled Products should be directed to HotPause Health — not to the Supplier. Please note that certain Supplier-Fulfilled Products may have specific return restrictions noted on the product page. Please review these before purchasing.

5. How to Initiate a Return

To initiate a return, please follow these steps:

  • Email us at hello@hotpausehealth.com with the subject line “Return Request.”

  • Include your order number, the item(s) you wish to return, and the reason for your return.

  • We will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.

  • Pack the item securely in its original packaging and include the RMA number on the outside of the package.

  • Ship the item to the address provided in the return instructions.

Please do not send returns without first obtaining an RMA number. Returns sent without authorization may not be processed.

6. Return Shipping

Unless the return is due to our error (e.g., wrong item shipped, defective product, or damaged in transit), the customer is responsible for return shipping costs. We recommend using a trackable shipping method and purchasing shipping insurance for your return, as we cannot guarantee that we will receive your returned item. HotPause Health is not responsible for items lost or damaged during return transit.

7. Refund Process

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or denied.

  • Approved refunds will be processed to your original payment method within 5–10  business days of our receiving the returned item.

  • Depending on your bank or credit card company, it may take an additional 5–10 business days for the refund to appear on your statement.

  • Refunds will be issued for the product purchase price. Original shipping charges are non-refundable unless the return is due to our error.

8. Exchanges

We currently handle exchanges on a case-by-case basis. If you would like to exchange a product for a different item, please contact us at hello@hotpausehealth.com. We may process the exchange as a return and new order.

9. Damaged or Defective Products

If you receive a product that is damaged, defective, or incorrect, please contact us at hello@hotpausehealth.com within 7 days of delivery. Please include:

  • Your order number.

  • A description of the issue.

  • Photographs of the damaged or defective product and packaging.

We will review your claim and, at our discretion, offer a replacement, store credit, or full refund, including any shipping charges. We may ask you to return the damaged item at our expense.

10. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  • First, check with your bank or credit card company, as processing times vary.

  • Then, contact your payment provider, as there may be additional processing time.

  • If you’ve done both of the above and still have not received your refund, please contact us at hello@hotpausehealth.com.

11. Subscription Cancellations

If you have a subscription through our Site, you may cancel at any time by logging into your account or by emailing us at hello@hotpausehealth.com. Cancellations must be received before your next billing date to avoid being charged for the upcoming cycle. Products that have already shipped as part of a subscription order are subject to this Return & Refund Policy.

12. Chargebacks

We ask that you contact us to resolve any issues before initiating a chargeback with your bank or credit card company. Filing a chargeback without first contacting us may result in the suspension of your account. We reserve the right to dispute chargebacks that we believe are unwarranted and to recover any costs associated with the chargeback process.

13. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at hello@hotpausehealth.com with the subject line “Order Cancellation” and your order number.

13.1 Cancellation Window

We accept cancellation requests submitted within 2 hours of placing your order. After this window, your order may have already entered processing or been transmitted to a Supplier for fulfillment, and we may not be able to cancel it.

13.2 Cancellation of Supplier-Fulfilled Products

Because Supplier-Fulfilled Products are processed and shipped by independent Suppliers through Shopify Collective, cancellation requests for these items may be more difficult to accommodate once the order has been transmitted to the Supplier. 

We will make every reasonable effort to cancel the order on your behalf, but we cannot guarantee cancellation if the Supplier has already begun processing or shipping the product. If a Supplier-Fulfilled Product cannot be cancelled, the order will be subject to the return terms in this policy once it is delivered.

13.3 Full Order Cancellations Only

Please note that we are only able to process cancellations for entire orders. We are unable to cancel individual items within an order. If you wish to cancel only certain items, you will need to cancel the entire order (subject to the cancellation window and limitations described above) and place a new order for the items you still wish to purchase.

13.4 Refunds for Cancelled Orders

If your cancellation request is approved:

  • A full refund, including any shipping charges, will be issued to your original payment method.

  • Refunds for cancelled orders are typically processed within 3-5 business days.

  • Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear on your statement.

13.5 Payment Authorization Holds

When you place an order, your payment method may show a pending authorization hold for the order amount. If your order is cancelled before the charge is finalized, the authorization hold will be released by your bank or credit card company. Please note that the timeframe for releasing authorization holds varies by financial institution and is outside of HotPause Health’s control. If you have questions about a pending hold, please contact your bank or card issuer directly.

13.6 Orders That Cannot Be Cancelled

We are unable to process cancellation requests in the following circumstances:

  • The order has already shipped. Once a shipping confirmation with tracking has been sent, the order cannot be cancelled. You may refuse delivery or initiate a return once the order is delivered (see Section 6).

  • The cancellation request is submitted outside the cancellation window and the order has entered processing.

  • The order contains items marked as “Final Sale” or “Non-Returnable,” which are also not eligible for cancellation once the order is placed.

14. Changes to This Policy

We reserve the right to update this Return & Refund Policy at any time. Changes will be effective when posted to the Site. The return policy in effect at the time of your purchase will apply to that transaction.

15. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact us:

HotPause Health, Inc.

Email: hello@hotpausehealth.com