Return policy

Return, Refunds and Cancellations

  1. Order Cancellation Window
    Customers may cancel their order more than ten (10) days before the scheduled delivery date and time. Cancellations made more than ten (10) days before the scheduled delivery date and time are eligible for a full refund of the amount paid, excluding any non-refundable charges listed below.

  2. Cancellations Made 4–10 Days Before Delivery
    Cancellations made between four (4) and ten (10) days before the scheduled delivery date and time are subject to a cancellation fee of twenty percent (20%) of the order total. The remaining eligible amount may be refunded or issued as store credit, subject to Hot🔥Up®’s approval and the refund method selected.

  3. Cancellations Made Less Than 4 Days Before Delivery
    Cancellations made less than four (4) days before the scheduled delivery date and time are not eligible for a refund. Because all Hot🔥Up® orders are prepared fresh and ingredients are purchased specifically for each order, a cancellation fee of one hundred percent (100%) of the order total will apply.

  4. Returns
    Returns are accepted within one (1) day for eligible non-perishable items for any reason.
    Perishable food items, including all fresh products, cannot be returned under any circumstances due to federal and state food safety regulations. Eligible returns must be completed in store, in person at our designated return location. Exchanges are only permitted for eligible non-perishable items and must be completed in person at our designated return location.

  5. Late Cancellations
    Because all Hot🔥Up® orders are prepared fresh and require advance production planning, ingredient purchasing, staffing, and delivery preparation, orders cancelled less than four (4) days before delivery are not eligible for a refund.
    Hot🔥Up® may, at its sole discretion, offer store credit instead of a refund in exceptional circumstances.

  6. Same-Day and Next-Day Orders
    Orders placed one (1) day before the scheduled delivery date, or on the same day, are immediately accepted and sent into preparation upon successful payment.
    Due to the urgent production timeline and immediate transfer to our kitchen team, these orders cannot be cancelled or refunded under any circumstances, unless required by applicable law.

  7. Refund Method and Processing Time
    Approved refunds will be issued to the original payment method within three (3) to ten (10) business days, depending on your bank or card issuer’s processing times.
    At the customer’s request, or at Hot🔥Up®’s discretion, a refund may alternatively be issued as store credit. Store credit has no cash value and may only be used for future purchases on the Website.

If a refund is processed back to the original payment method, third-party payment processing fees, transaction fees, service fees, or other non-refundable charges may be deducted from the refunded amount where applicable.

  1. Non-Refundable Charges
    (a) Delivery fees, service fees, gift cards, transaction fees, payment processing fees, and promotional or discounted items are non-refundable.
    (b) Orders that have been delivered, partially delivered, or are already in preparation are not eligible for cancellation or refund unless otherwise required by applicable law.

  2. Accuracy of Refunds
    Hot🔥Up® reserves the right to make adjustments, corrections, or deductions to any refund or store credit in cases of suspected error, misuse, or fraud.