Refund policy

Refund policy

Refunds and returns

We want you to love your Hotline handset. If you don't, you have 30 days from the day your order is delivered to return it.

How to start a return

Email support@gethotlineclub.com with your order number and tell us what happened. We normally reply within 8–12 hours and we'll send you the return address and simple instructions. Please don't send anything back before contacting us.

You arrange and pay for the return shipping on a change-of-mind return. We recommend a tracked service, because we can only refund items that reach us.

Condition of returned items

Items must come back in the condition you received them, with the cable and packaging. We can reduce a refund if an item is returned damaged through no fault of ours.

Faulty or damaged items

If your handset arrives damaged, faulty, or is not what you ordered, email us within 30 days of delivery with a photo. We'll send a replacement or a full refund, including any shipping you paid. You don't have to return a faulty item unless we ask you to.

Refunds

Once your return reaches us, we inspect it and issue the refund within 3 business days to your original payment method. Your bank usually takes another 3–10 business days to show the money. We refund the price of the product; the original shipping fee is refunded only for faulty items or when you cancel the whole order under the rules below. Return shipping costs are not refunded on change-of-mind returns.

Your right to cancel (EU and UK customers)

If you live in the European Union or the United Kingdom, you may cancel your order for any reason within 14 days of receiving it, without giving a reason. Tell us by email at support@gethotlineclub.com within those 14 days, then send the item back within 14 days of telling us. We refund the full price plus the standard delivery cost you paid, within 14 days of receiving the item back. You pay the cost of returning the item to us. This right is in addition to our 30-day return window.

Cancelling before dispatch

Orders are processed within 2–3 business days. Email us as soon as possible and, if the order hasn't shipped yet, we'll cancel it and refund you in full.

Lost or delayed parcels

If your order hasn't arrived 20 business days after you placed it, email us and we'll investigate. If the parcel is lost in transit, you get a replacement or a full refund.

Last updated: September 2026.