Refund, Return & Cancellation Policy

Last Updated: August 17, 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.

1. 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.

Once an order has shipped, it can no longer be cancelled and must be handled as a return in accordance with the provisions below.

2. 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 return period begins on the date 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 our Customer Service team at help@hotbincomposting-us.com before sending any product back.

3. How to Request a Return

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

• Your order number

• Your name and contact information

• The product(s) you wish to return

• The reason for the return

• Photographs of the product, if applicable

Once your return request has been approved, we will provide:

• Return authorization by email

• The correct return shipping address

• Packaging instructions, if the product has been opened

• Information regarding applicable return transportation costs

Please do not send a product back before receiving return authorization and shipping instructions from HOTBIN Composting US.

4. Return Shipping & Transportation Costs

Customer-Remorse Returns

For returns resulting from a change of mind, the customer is responsible for the cost of returning the product.

You may either:

• Arrange and pay for return shipping yourself; or

• Request a pre-paid return label from HOTBIN Composting US.

If you request a pre-paid return label, the actual cost of the return transportation will be deducted from your refund.

Return transportation costs vary depending on the size of the product, destination, and current carrier rates.

Original outbound shipping charges paid by the customer are not refundable once the order has shipped.

If you arrange and pay for the return shipping yourself, no return transportation charge will be deducted from your refund.

Damaged, Defective, or Incorrect Products

If the return is due to a product that arrived damaged, is defective, or was supplied incorrectly by HOTBIN Composting US, please refer to Section 8 – Damaged, Defective or Incorrect Products below.

5. Condition of Returned Products

To qualify for a refund, returned products must:

• Be returned complete with all original parts and accessories

• Include original documentation, where applicable

• Be packaged securely to prevent damage during return transportation

Products may be opened and inspected in the same manner as a customer would reasonably inspect a product in a retail store.

Products that have been used, modified, damaged, or handled beyond what is reasonably necessary to inspect them may not qualify for a refund, unless an exception is approved by HOTBIN Composting US.

6. Restocking Fees

HOTBIN Composting US does not charge restocking fees for returned products.

7. Refunds

For an approved customer-remorse return, the refund will cover the purchase price of the returned product.

Original outbound transportation charges paid by the customer are not refundable once the order has shipped.

If HOTBIN Composting US provides a pre-paid return label at the customer's request, the actual return transportation cost will be deducted from the refund.

If the customer arranges and pays for the return transportation themselves, no return transportation cost will be deducted from the refund.

Refund Processing

Once the returned product has been received and inspected to confirm that it meets the return conditions, the refund will be processed within 1–2 business days to the original payment method.

After the refund has been issued, it may take several additional business days for the funds to appear in the customer's account, depending on the customer's bank or payment provider.

8. 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 the damage occurred during transit

Once your claim has been reviewed and verified, HOTBIN Composting US will provide instructions for resolving the issue.

Where a product is confirmed to have been damaged, is defective, or was supplied incorrectly by HOTBIN Composting US:

• HOTBIN Composting US will pay all reasonable return transportation costs.

• A pre-paid return label or carrier collection will be arranged where appropriate.

• No return transportation deduction or restocking fee will apply.

• Original outbound shipping charges will be refunded where applicable.

• The customer may choose a replacement product, subject to availability, or a full refund.

Approved refunds for damaged, defective, or incorrect products will be issued to the original payment method within 14 days after the claim has been verified.

9. Exchanges

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

For exchanges resulting from a change of mind, the customer is responsible for applicable return transportation costs.

For exchanges involving a product that is damaged, defective, or incorrectly supplied by HOTBIN Composting US, HOTBIN Composting US will cover the associated return and replacement shipping costs.

10. Manufacturer's 3-Year Guarantee

In addition to this Refund, Return & Cancellation 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, exclusions, and claim instructions.