Refund policy

Yes. Most of Google's concerns can be addressed by expanding and clarifying your existing policy rather than changing your actual business practices. Below is a revised policy that includes all of the missing elements while remaining customer-friendly and transparent.

Refund, Return & Cancellation Policy

Last Updated: June 25, 2026

HOTBIN Composting US, operated by Engineered Foam Products LLC, wants you to be completely confident in your purchase. This policy explains your rights to cancel an order, return a product, request an exchange, and what to do if your order arrives damaged, defective, or incorrect.

Cancelling an Order Before Shipment

You may cancel your order at any time before it has been shipped.

To help us process your request before your order enters our shipping system, we recommend contacting us within 6 hours of placing your order. While we will make every effort to accommodate cancellation requests received after this time, we cannot guarantee cancellation once an order has been prepared for shipment or collected by the carrier.

If your order has not yet shipped, you will receive a full refund of all amounts paid, including any shipping charges paid at checkout.

Returning an Item After Delivery

If you change your mind after receiving your order, you may request a return within 14 days of delivery.

If your order consists of multiple deliveries, the 14-day period begins on the day the final product is delivered.

Returns are accepted by mail only. HOTBIN Composting US does not currently offer in-person returns or drop-off locations.

All returns require prior authorization. Please contact us at help@hotbincomposting-us.com before sending any product back.

How to Request a Return

Please email our Customer Service team at help@hotbincomposting-us.com with:

• Your order number
• Your name and contact information
• The products you wish to return
• The reason for your return
• Photographs of the product if applicable

Once your request has been approved, we will provide:

• Return authorization by email
• The correct return shipping address
• Instructions for packaging the product (if it has been opened)
• Information regarding applicable return transportation charges

Customers are responsible for arranging return shipment unless the return is due to a damaged, defective, or incorrect item.

Return Shipping & Return Labels

For customer-remorse returns, HOTBIN Composting US will not provide pre-paid return label(s).

Customers are responsible for arranging and paying for return transportation using the instructions provided after the return request has been approved.

Because HOTBIN products are oversized items requiring specialized transportation, return transportation costs are typically approximately 30% of the product purchase price, although actual costs may vary depending on destination and carrier rates.

Applicable return transportation charges will be deducted from your refund.

Condition of Returned Products

Returned products must:

• be returned complete with all original parts and accessories;
• include original documentation where applicable;
• be packaged securely to prevent shipping damage.

Products may be opened for inspection in the same way you would inspect them in a retail store.

Products that have been used, modified, damaged, or handled beyond what is reasonably necessary to inspect them will not be refunded, unless an exception is granted.

Restocking Fees

HOTBIN Composting US does not charge a separate restocking fee.

The only deduction that may apply to approved customer-remorse returns is the actual return transportation cost and, where applicable, any reduction in value resulting from excessive handling or damage.

Refunds

Once your returned product has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method within 14 days after inspection of the returned product.

For customer-remorse returns:

• Original outbound shipping charges paid by the customer are not refundable once the order has shipped.
• Applicable return transportation charges will be the responsibility of the customer. 
• Once we receive and inspect your returned product, and confirm that it is in good condition, we will refund the purchase price of the product to your original payment method.

If the order is cancelled before shipment, all amounts paid, including shipping charges, will be refunded in full.

Damaged, Defective or Incorrect Products

If your order arrives damaged during transit, is defective, or you receive the wrong product, please contact us within 7 days of delivery by emailing help@hotbincomposting-us.com.

Please include:

• Your order number
• A description of the issue
• Photographs showing the damage or defect
• Photographs of the shipping carton if transit damage occurred

Once your claim has been reviewed, we will provide instructions for resolving the issue.

Where a product is confirmed to be damaged, defective, or supplied in error by HOTBIN Composting US:

• HOTBIN Composting US will pay all reasonable return shipping costs.
• A prepaid return label or carrier collection will be arranged where appropriate.
• No transportation deduction or restocking fee will apply.
• Original outbound shipping charges will be refunded where applicable.
• You may choose a replacement product (subject to availability) or a full refund.
• Approved refunds will be issued to the original payment method within 14 days after the claim has been verified.

Exchanges

We are happy to exchange products within the 14-day return period, subject to product availability.

If exchanging because you changed your mind, standard return transportation costs apply.

If exchanging due to a damaged, defective, or incorrect product, HOTBIN Composting US will cover all associated shipping costs.

Manufacturer's 3-Year Guarantee

In addition to this Return & Refund Policy, every HOTBIN composter is covered by our 3-Year Manufacturer's Guarantee against defects in materials and workmanship under normal residential use.

The manufacturer's guarantee is separate from your 14-day return rights and remains in effect after the return period has expired.

Please refer to our 3-Year Manufacturer's Guarantee page for complete warranty terms and claim instructions.