Hot Mess Group: Return & Refund Policy
Last Updated: 17th October 2026
Thank thank you for shopping with the Hot Mess Group family. Because our brands specialize in highly customized, perishable, and digital products, our return and refund policies vary by brand.
By making a purchase, you agree to the specific policy applicable to the brand you purchased from.
1. Master Policy (Applies to All Brands)
- Finality of Sale: Unless otherwise stated in the brand-specific sections below, all sales are final once the order has entered the production or shipping phase.
- Proof of Issue: For any claim regarding damaged, defective, or incorrect items, we require photographic evidence of the product and the packaging to process your request.
- Contact: All refund and return requests must be sent to hello(at)hotmess.group with your Order Number in the subject line.
2. Brand-Specific Addendums
A. Hot Mess Manufacturing (Customized Goods)
- No Returns for Customization Errors: We cannot accept returns or offer refunds for errors made by the customer (e.g., incorrect spelling, wrong color choice, or incorrect size selected during checkout).
- Manufacturer Errors: If we make a mistake (e.g., we engraved the wrong name or sent the wrong color), we will provide a replacement or a full refund at no cost to you.
- Damaged Goods: If your custom item arrives damaged, please contact us within 24 hours of delivery with photos of the damage.
B. Hot Mess Sweets (Perishable Goods)
- No Returns on Food: Due to health and safety regulations, we cannot accept returns or exchanges on food products once they have been shipped.
- Damaged or Spoiled Items: If your treats arrive melted, crushed, or spoiled due to carrier handling or weather, we will offer a replacement or a refund. You must notify us within 24 hours of delivery with photos of the product and packaging.
- Allergy Disclaimer: We are not responsible for allergic reactions. Please review all ingredient lists provided on our website and packaging before purchase.
C. Hot Mess Photography (Digital & Physical Media)
- Digital Downloads: Once a digital photo file has been delivered via email or download link, the sale is final. No refunds are provided for digital files.
- Physical Prints: If you ordered physical prints and they arrive damaged, please contact us within 7 Days with photos of the damage.
- Service Satisfaction: We do not offer refunds based on “subjective satisfaction” with a photo. We work closely with clients on pre-shoot or pre-edit instructions to ensure the result meets expectations.
3. Shipping & Logistics
- Shipping Costs: If a refund or replacement is approved due to an error by Hot Mess Group, we will cover all shipping costs. For all other circumstances, shipping fees are non-refundable.
- Lost Packages: We are not responsible for packages lost or stolen by the carrier after they are marked as “Delivered.” Please ensure a secure delivery location.
4. How to Initiate a Claim
- Email us: Send a message to hello(at)hotmess.group.
- Include Details: Provide your Order Number, a description of the issue, and clear photos of the item/packaging.
- Review Period: Our team will review your claim and respond within 24 Hours